Global Service Manager - HR Administration

About Us

HSP Group is the premier provider of global expansion services, helping companies simplify the complex challenges of operating internationally. We deliver a seamless experience across legal entity setup, global HR, payroll, compliance, tax, and advisory, enabling our clients to scale faster, stay compliant, and reduce risk in every market they enter.

With scale-up organizations and innovative technology firms expanding at unprecedented speed, HSP is uniquely positioned to become their trusted global partner.

Job Description

This is a remote role.

The Global Service Manager (GSM) acts as a central operational lead within the HR Administration function, supporting the delivery of high-quality HR administrative services across a global customer portfolio. The HR Admin GSM is responsible for coordinating onboarding and employee lifecycle activities, overseeing day-to-day HR administration operations, maintaining strong relationships with customers, partners, and internal stakeholders, and serving as a key escalation point to ensure consistent service delivery standards.

The role involves both implementation and BAU activities across an assigned portfolio of customers, including managing onboarding, supporting ongoing lifecycle administration, coordinating stakeholder communications, and ensuring timely service delivery in collaboration with internal teams and external partners. While aligned to a specific Service Line, projects may span multiple areas such as Payroll, Accounting, Tax, Entity Management, HR, and others, and may require coordination with GSAs to deliver integrated services. As the HR Administration function continues to grow, the HR Admin GSM will play a key role in scaling processes, driving operational improvements, supporting project delivery, contributing to service transitions, and helping shape the future structure, strategy, and ongoing development of the team.

Responsibilities:

• Create Project Plans, onboarding/transition plans, RAIDS logs, and SteerCo reports.

• Forecast onboarding and Go Live dates to ensure services are launched on time and within budget.

• Liaise with local HSP experts and service providers, maintaining strong relationships and open communication.

• Serve as a Single Point Of Contact (SPOC) for customers and an escalation point of contact for GSAs.

• Provide excellent customer-centric service.

• Act as an ‘Account Manager to coordinate satisfactory resolution to critical issues associated with service delivery or account management post-implementation.

• Proactively monitor the overall status of service delivery, aligning with Global Services Associate and Operations Director as necessary for customers.

• Adhere to SLAs in terms of responsiveness and quality where applicable.

• Update and maintain BAU related systems ensuring data accuracy and timeliness.

• Create Service tickets and verify data provided by Customers and Local Service Partners (LSP).

• Monitor Calendars to ensure Customers and LSPs meet all deadlines.

• Update a regional and/or service line-specific knowledge base.

• Provide feedback on team processes and other business improvement initiatives.

• Actively train and onboard team members on Implementation or BAU related activities.

• Respond to customer ad hoc queries, ensuring appropriate teams are involved in the event of either escalations or opportunities for service add-ons.

• Track and forecast pre-defined key account metrics.

• Support operational projects and contribute to the ongoing development and scaling of the HR Administration function.

• Perform additional duties as assigned

Qualifications:

• 4-6 years minimum experience HR Administration, HR Operations, People Operations, EOR, or related operational service delivery environments.

• Experience managing onboarding and employee lifecycle administration activities across multiple countries or regions.

• Strong project coordination and stakeholder management experience.

• Experience working directly with customers and external partners in a service delivery environment.

• Very strong English communication skills, both written and verbal.

• Proficiency in a second language is a plus.

• Experience in flexible working/work from home.

• Excellent analytical and problem-solving skills.

• Project management experience, mainly with Payroll implementations.

• Account Management experience.

• Proficiency in Microsoft suite – Word, Excel, PowerPoint, Visio, etc.

• Experience with a HRIS, CRM system (Microsoft 365, Salesforce) is a plus

Requirements:

• Strong project coordination and organizational skills with the ability to manage multiple priorities simultaneously.

• Customer-focused mindset with excellent relationship management skills.

• Dependable, consistent performer with a positive attitude and an ability to listen and work collaboratively across an organization.

• Drive and guide pool of assigned GSAs.

• Self-motivated, detail orientated and driven with the ability to meet deadlines

• Ability to communicate effectively with senior personnel, both internally and on the customer side

• Ability to adapt happily in an evolving, fast-paced environment

• Works well in a team environment, enthusiastically being a proactive contributor to the overall success of the team

• Assertive but tactful, and adept at managing multiple business relationships

• Ability to identify opportunities for process improvement and operational efficiencies.

• Strong ownership mentality with the ability to drive tasks through to completion.

• Capable of supporting and guiding colleagues within the HR Administration function.

• Adaptable, resilient, and comfortable managing change and ambiguity.

If you would like to be part of a fast-paced, client first environment; where we focus on solutions rather than challenges, come and join our #HSPGlobalSolutionTeam!