Senior Director - Global HR Shared Services

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).
Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.
Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

Job Description

The Senior Director of HR Global Shared Services is a key leadership position responsible for global strategy, design, and delivery of HR shared services. This role will oversee a team of HR professionals and manage the global operations of various HR functions. 

This role is ideal for a seasoned HR operations leader with deep expertise in setting up and optimizing shared services, driving automation through RPA, ML, and AI, and managing third-party vendors to deliver best-in-class managed services.

You will be responsible for ensuring seamless service delivery across multiple geographies, implementing process excellence frameworks, and driving scalability and efficiency through technology and automation. As a strategic partner to HR leadership, you will play a critical role in enhancing employee experience while optimizing cost and operational effectiveness.

Key Responsibilities:

• Strategic Leadership & Service Delivery

  • Develop and execute a global HR shared services strategy aligned with business and HR objectives.

  • Establish a high-performing, customer-centric HR shared services operating model, setting governance, processes, and service delivery standards.

  • Partner with HR and business leadership to define service scope, SLAs, and performance metrics.

  • Collaborate with stakeholders to build a transition plan for activities and resources into the shared services model.

• Process Excellence & Automation

  • Drive end-to-end process transformation, leveraging Lean, Six Sigma, and advanced automation technologies.

  • Lead the implementation of intelligent automation tools, including Robotic Process Automation (RPA), Machine Learning (ML), and AI.

  • Enhance self-service capabilities and streamline HR operations through cutting-edge digital solutions.

  • Stay ahead of emerging trends and innovations in HR technology and service delivery.

• Operational Management:

  • Manage the day-to-day operations of HR shared services, including HR technology, payroll, benefits administration, employee data management, and other HR functions.

  • Ensure compliance with all applicable laws, regulations, and company policies.

  • Monitor and track key performance indicators (KPIs) to measure the effectiveness and efficiency of HR shared services.

  • Strong preference for a leader with experience in RPA/ML/AI capabilities to drive intelligent automation.

  • The ability to drive process re-engineering is needed to ensure we have the best-in-class master data foundation.

• Vendor & Managed Services Management

  • Evaluate, select, and manage third-party vendors, ensuring adherence to SLAs, KPIs, and cost efficiency.

  • Foster strategic partnerships with technology providers to drive innovation and operational excellence.

    • Stakeholder Partnership:

      • Partner closely with HR leadership to build a vision and roadmap for shared service and collaborate to drive the plan to execute. 

      • Build strong relationships with HR and business leaders, and other stakeholders to understand their needs and ensure that HR shared services are meeting their expectations.

      • Build strong relationships with external vendors and service providers.

      • Communicate effectively with employees and stakeholders about HR policies, programs, and services.

    • Global Team Leadership

      • Lead and mentor a diverse, geographically distributed team, promoting a culture of accountability and continuous improvement.

      • Ensure consistent and high-quality HR service delivery across multiple regions.

      • Drive change management initiatives to support evolving business needs and enhance employee experience.

Qualifications

• Education: Bachelor's degree in Human Resources, Business Administration, or a related field. Master's degree preferred.

• Experience: 18+ years of progressive experience in HR, with at least 5 years in a leadership role overseeing HR shared services or a related function.

• 18+ years of HR operations or shared services leadership experience, with a track record of building and scaling HR shared services in a global environment.

• Proven expertise in process excellence, automation, and digital transformation (Lean, Six Sigma, RPA, ML, AI).

• Experience managing large-scale third-party vendors and implementing managed services models.

• Deep knowledge of HR service delivery frameworks, case management, and knowledge management systems.

• Strong leadership experience managing global, cross-functional teams across different time zones and cultures.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.