Human Resources Manager

The Human Resources Manager – Global Service Delivery supervises a team of HR Team leads and Administrators who provide HR administrative services to multiple RWS sites around the globe. This role partners closely with HR Country teams to ensure the consistent, efficient, and high-quality execution of People Services. The HR Manager drives continuous improvement, ensures compliance, and champions a culture of service excellence and employee experience. 

About RWS HR 
 
Our business is nothing without our people. As part of our global Human Resources team, you will be supporting over 8,000 people, across 100 legal entities in 43 different countries. We have a vibrant and nurturing culture where everyone can learn, grow, and thrive. We also love ideas and exploring new ways of doing things, united by our love of language.  

Key Responsibilities 

• Leadership: Manage the Mumbai-based global HR administration function, aligning service delivery with organizational goals and HR strategy. Act as a key advisor to senior HR leadership on operational effectiveness and service innovation. 

• Team Management & Development: Manage, mentor, and develop a team of HR Leads and Administrators, fostering a high-performance culture. Conduct regular performance reviews, coaching sessions, and training to build capability and engagement. 

• Operational Excellence: Ensure the accurate and timely execution of all HR administrative processes, including employee lifecycle transactions, data management, and compliance with global and local regulations. 

• Process Optimization: Identify, design, and implement process improvements to enhance efficiency, accuracy, and employee experience. Leverage technology and automation to streamline workflows. 

• Stakeholder Collaboration: Partner with regional HR teams, Centers of Excellence, and business leaders to ensure seamless integration of HR services and alignment with business needs. 

• Governance & Compliance: Maintain and enforce HR policies and procedures in accordance with legal, regulatory, and organizational standards. Ensure data privacy and security in all HR operations. 

• Issue Resolution & Escalation Management: Serve as the primary escalation point for complex HR issues, ensuring timely and effective resolution while maintaining a customer-centric approach. 

• Reporting & Analytics: Oversee the development and delivery of HR metrics and dashboards to monitor service performance, identify trends, and support data-driven decision-making. 

• Change Management: Lead and support change initiatives within the HR function, including system implementations, organizational changes, and process transformations. 
• Continuous Improvement: Foster a culture of innovation and continuous improvement within the HR service delivery team, encouraging feedback, experimentation, and learning. 

Skills & Experience 

• Proven experience in a senior HR operations or shared services role, with a strong track record of managing teams and delivering high-quality HR services at scale. 

• Demonstrated ability to operate effectively in a service-oriented setting, adhering to defined SLAs. 

• Demonstrated ability to lead, coach, and develop high-performing teams in a fast-paced, matrixed environment. 

• Solid understanding of global HR processes, employment legislation, and compliance requirements. 

• Strong analytical and problem-solving skills, with the ability to interpret data and translate insights into action. 

• Excellent communication and interpersonal skills, with the ability to influence and build relationships across all levels of the organization. 

• Experience with HRIS platforms, Talent Acquisition software, and digital HR tooling; proficiency in Microsoft Dynamics 365 and iCIMS is strongly preferred. 

• High level of integrity, discretion, and professionalism in handling sensitive and confidential information. 

• Bachelor’s degree in Human Resources, Business Administration, or a related field; advanced degree or HR certification (e.g., SHRM, CIPD) is a plus. 

Some Key Performance Indicators (KPIs) for This Role 

• Service Level Agreements (SLAs): Ensure that all HR services provided to internal customers, such as recruitment, onboarding, employee data management, benefits administration, and employee relations, meet or exceed the established SLAs. 
• Customer Satisfaction: Measure and enhance customer satisfaction levels within HR by continuously improving processes and services. 
• Process Improvement: Continuously refine HR processes to boost efficiency and enhance quality. 
• Compliance: Ensure adherence to all HR-related laws, regulations, and company policies across all HR shared services. 
• Team Performance: Monitor the HR shared services team’s performance, focusing on productivity, work quality, and compliance with company policies and procedures. 
• Data Accuracy: Maintain the accuracy and integrity of employee data within the HR information system and reporting. 

RWS is a content solutions company, powered by technology and human expertise. We grow the value of ideas, data and content by making sure organizations are understood. Everywhere. 

Our proprietary technology, 45+ AI patents and human experts help organizations bring ideas to market faster, build deeper relationships across borders and cultures, and enter new markets with confidence – growing their business and connecting them to a world of opportunities. 

It’s why over 80 of the world’s top 100 brands trust RWS to drive innovation, inform decisions and shape brand experiences. 

With 60+ global locations, across five continents, our teams work with businesses across almost all industries. Innovating since 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).  

RWS Values

We Partner, We Pioneer, We Progress – and we´ll Deliver together.

For further information, please visit: RWS   

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.