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This role is Office Based, Hyderabad Office
Senior Shared Services Coordinator | People Function – HR Shared Services
Location: Hyderabad Office (expectation to work until 12 PM Pacific Time to accommodate global time zones) / Till 1 AM IST (Transport Provided)
Reports To: Manager, Shared Services Operations
Role Overview
As a member of the Operational Excellence team, this role plays a pivotal part in supporting and improving HR service delivery. The Senior Shared Services Coordinator focuses on process standardization, system optimization, knowledge base development, reporting, change management, and operational execution. The role closely partners with People Advisory Team, People Systems, IT, and other stakeholders to support HR Service Delivery platforms, including current use of ServiceNow HR Service Delivery as the primary system for HR case management, ticketing, approval workflows, audit processes, and workflow automation within the HR operating model, ensuring processes are efficient, consistent, compliant, and scalable. Responsible for driving operational initiatives, maintaining process documentation, supporting change management, and turning insights into actionable improvements
This is a global role, requiring collaboration with teams across multiple regions. The Senior Shared Services Coordinator will balance both global and regional responsibilities, ensuring alignment between global standards and local requirements.
In This Role You Will
Process & Operational Excellence:
Lead and optimize HR operational processes, with a strong focus on designing, improving, and automating workflows to ensure efficiency, accuracy, and compliance
Document, maintain, and improve workflows using Lucidchart (or equivalent tool)
Identify and resolve operational inefficiencies, gaps, and bottlenecks through process redesign and continuous improvement
Ensure HR processes are consistently designed and embedded into HR service delivery workflows across systems
Take ownership of assigned operational initiatives, driving improvements from design through implementation
Leverage automation and AI tools to modernize HR workflows
Policy Enablement & Knowledge Base:
Translate HR policies into operational procedures, SOPs, and knowledge base content
Build, expand, and maintain the HR knowledge base, ensuring content is accurate, actionable, and aligned with current HR processes
Partner with HR teams to provide guidance, updates, and training materials for HR documentation and system usage
Explore and apply AI-enabled tools to improve knowledge management and documentation
HR Service Delivery & Systems:
Support and enhance HR service delivery platforms, including ServiceNow HR Service Delivery and other workflow systems used to manage HR cases, approvals, and automation
Experience with HR service delivery or workflow platforms such as ServiceNow, Salesforce, or similar systems used to design, configure, and optimize HR case management, approval workflows, and automation
Ensure data integrity within HR systems through regular audits and reviews
Provide training and guidance to HR teams on system usage, workflows, and best practices
Drive continuous improvement of HR workflows and system-enabled processes
Reporting, Metrics & Project Execution:
Design, maintain, and continuously improve HR reports, dashboards, and data analytics to support decision-making
Track operational initiatives, projects, and process improvements using Asana, ensuring clarity on timelines, responsibilities, and dependencies
Identify trends, recurring issues, and opportunities for improvement, and provide clear, data-driven recommendations to leadership
Use data, automation, and AI tools to enhance reporting and insights
Program & Change Management:
Lead coordination and delivery of key operational initiatives, ensuring projects stay on track and aligned with business priorities
Support change management initiatives related to HR operations, system enhancements, and workflow improvements
Drive adoption of new workflows, automation, and digital tools across HR teams
Support successful implementation and integration of improved processes and system enhancements
You Have Got What it Takes, if You have
Bachelor’s degree or equivalent experience
4+ years of experience in HR operations, HR service delivery, HRIS, or HR systems / workflow optimization roles
Hands-on experience designing, improving, or automating HR workflows, case management processes, or system-enabled HR processes
Experience with HR service delivery or workflow platforms such as ServiceNow, Salesforce, or similar systems used for workflow design and automation
Experience with process mapping and workflow design tools such as Lucidchart
Experience with project tracking tools such as Asana (or similar platforms)
Advanced Excel skills (pivot tables, formulas, dashboards, macros)
Experience drafting SOPs, process documentation, or knowledge base content
Strong interest or experience in AI tools, automation platforms, or process optimization technologies
Strong attention to detail, organizational skills, and cross-functional collaboration
Strong ability to execute while being flexible and responsive to evolving business needs
#LI-Onsite
Our Culture:
Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.
Who We Are:
Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.
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