Lead HR Services

Reference No: 3471

Office Type: Office 

Elevate Your Career with Zalaris

Zalaris is a rapidly expanding global leader in Tech HR and payroll solutions.

We’re big enough for you to grow and be a part of an international environment but small enough for you to be visible and truly make a difference.

We foster open communication and short decision-making paths that encourage creative and innovative thinking.

Zalaris’ culture is rooted in values inspired by Nordic working ethos: everyone matters, aiming high and team spirit. We’re committed to building a diverse, inclusive, and authentic workplace where everyone brings their own uniqueness. Zalaris’ employees come from different backgrounds, cultures, and walks of life, and we are proud of it.

Role Summary

Holds end-to-end ownership of the HR service relationship for a portfolio of clients/business units, operating as a strategic advisor to client leadership. Retains involvement in select high-complexity client work while being accountable for service excellence, risk management, final escalation resolution, and continuous improvement across the portfolio and for leading and developing the HRSS Partner team.

Key Responsibilities

• Own the overall HR shared services relationship for a cluster of clients, acting as the senior point of contact and trusted advisor to client leadership/HRBPs.
• Personally handle complex, sensitive, or high-risk employee relations and compliance matters escalated from HRSS Partners, involving Legal/HRBP leadership as needed.
• Set and govern SLAs/KPIs for the cluster; conduct root-cause analysis on systemic service issues and drive corrective/preventive action plans.
• Lead, coach, and performance-manage the team of HRSS Partners supporting the cluster; review and quality-check their work on complex cases.
• Design and lead governance forums (monthly/quarterly business reviews) with senior client stakeholders, presenting insights, risks, and improvement roadmaps.
• Drive strategic process transformation, automation, and standardization initiatives.
• Own audit and compliance outcomes for the portfolio, ensuring readiness for internal/external audits.
• Act as change agent for new HR policies, systems, or organizational changes impacting the client group(s).
• Contribute to workforce planning and HRSS capacity/resourcing decisions.
• Build strong cross-functional partnerships with HRBPs, COEs (Talent, Rewards, L&D), and senior business leaders.
• Step in personally on select high-value or high-visibility client engagements that require senior-level presence.

Client Accountability & Ownership

• Fully accountable for the HR service relationship and outcomes across an entire client cluster.
• Owns escalation resolution at the most senior level within HRSS before matters go to HR leadership.
• Accountable for strategic outcomes: client satisfaction, risk/compliance posture, cost/efficiency of service delivery, and team performance — not just operational metrics.
• Trusted advisor relationship with client senior leadership; expected to proactively identify risks and opportunities rather than only respond to issues.
• Ultimate accountability for the team's client-facing conduct and decisions across the portfolio.

Skills & Experience

• 10+ years of experience in HR shared services/HR operations, including people-management and senior client-relationship experience.
• Proven track record of managing escalations, driving process transformation, and leading teams.
• Strong business acumen, executive presence, and stakeholder influencing skills.
• Deep knowledge of labor law, compliance, and HR risk management.
• Bachelor's degree required; Master's in HR or relevant certification (SHRM-SCP, HRCI) preferred.

Reports to: Team Manager

Ready to become part of our team? Join us at Zalaris and be a part of a vibrant, collaborative community of Tech HR and payroll experts dedicated to grow and innovate. #team Zalaris