Sr Manager GBS HR Services

The Senior Manager GBS HR Services Workforce Administration is accountable for the end-to-end delivery, governance and continuous improvement of Workforce Administration services delivered from GBS Porto. Reporting to the Director GBS HR Services, the role leads teams responsible for the employee lifecycle from hiring through offboarding, ensuring accurate, timely, compliant and employee-focused service delivery. It combines people leadership, operational ownership and business partnering with HR Business Partners, Payroll, Talent Acquisition, specialist functions and market stakeholders, translating business needs into clear service priorities and sustainable operational solutions.

• Own and oversee end-to-end Workforce Administration services across the assigned scope, covering hiring, onboarding, employee data and organisational changes, contract and employment documentation, personal and job changes, leave and absence administration support, and offboarding.
• Ensure consistent execution of global and local processes, policies, controls and service-level expectations, with a strong focus on data quality, timeliness, compliance and employee experience.
• Act as the senior operational escalation point for complex, sensitive, high-risk or cross-functional cases, ensuring clear ownership and appropriate resolution.
• Maintain effective operational governance through performance reviews, service metrics, case trends, root-cause analysis and structured follow-up on risks and actions.
• Build trusted partnerships with HR Business Partners, Payroll, Talent Acquisition, HR Centres of Excellence, Legal, Finance, Data Privacy, HR Transformation & Solutions and market stakeholders, and represent GBS Porto HR Services in regional and global forums.
• Translate business priorities and workforce needs into practical service solutions, align stakeholders on responsibilities, dependencies, risks and expected outcomes, and influence across functions and geographies without relying on formal authority.
• Lead and develop a multi-level Workforce Administration organisation, setting clear direction, priorities, performance expectations and decision rights, and creating an accountable, collaborative and customer-focused culture.
• Coach team leaders and subject matter experts in critical thinking, proactive decision-making and stakeholder management, and conduct regular performance reviews, coaching conversations and development planning sessions.
• Own workforce and capacity planning, skills development, succession, knowledge management and business continuity.
• Ensure compliance with employment requirements, internal policies, data protection, records management and internal controls, overseeing risk mitigation, audit readiness and remediation.
• Drive data quality and preventive controls across the employee lifecycle, and lead process standardisation, simplification, automation and digital enablement, using service data and stakeholder feedback to prioritise and sustain improvements.

• Deep knowledge of Workforce Administration and employee lifecycle operations.
• 8+ years of overall work experience in HR Operations/Services.
• Proven experience in people management and operational leadership, including leading team leaders or multi-level operational teams and managing a medium-sized team.
• Strong business partnering capability: understands stakeholder needs, challenges constructively, aligns interests and converts requirements into executable solutions.
• Excellent stakeholder management, influencing and communication skills, including engagement with senior leaders.
• Ability to read, write and communicate in English in a business setting.
• Strong analytical and critical-thinking skills, with the ability to use data to identify patterns, make decisions and prioritise action.
• Continuous improvement, change leadership and growth mindset.
• Ability to operate effectively in a global, matrixed, fast-changing environment and to balance strategic priorities with operational delivery.
• Good knowledge of HR systems including SAP/SuccessFactors, development tools and performance tools.

• Bachelor's degree in HR, Business Administration or a related field.

The company believes that embedding diversity, equity and inclusion into its culture and talent processes gives its employees a sense of belonging and its brand a real competitive advantage.