Overview
Job title: Assistant Director - HR Shared Services
Location: London – Hybrid working
Salary: up to £110,000 DOE
Division: Investment Management
This is a senior HR operations leadership role responsible for driving global HR service delivery across the UK, US, and additional regions. The Assistant Director will oversee a small team split between London and the US and report directly to the HR Operations Director. They will act as a hands-on team leader while also shaping strategy, governance, and continuous improvement for HR Shared Services. The role is ideal for someone who has operated in HR shared services leadership, understands knowledge management, and is comfortable influencing across global HR, COEs, and technology teams.
Core Responsibilities
- Operational leadership of global HR Shared Services, ensuring consistent service delivery, SLA adherence, and a strong employee/manager experience across regions.
- Performance management using data to track volume, cycle time, backlog, and customer satisfaction, driving continuous improvement.
- Escalation leadership for complex service issues, coordinating with COEs and regional HR.
- Ownership of the global HR Knowledge Hub, including governance, content standards, taxonomy, lifecycle management, and audit practices.
- Driving knowledge governance and content accuracy, ensuring global consistency while accommodating local regulatory needs.
- Integration of knowledge into HR systems such as ServiceNow HRSD, case management, and virtual agent workflows.
- Continuous improvement and process standardisation, reducing repeat inquiries and improving self-service adoption.
The Assistant Director will act as a team leader, providing coaching, oversight, and operational direction across London and US-based team members.
Candidate Profile
Targeting candidates in the £75-110K London market, we should look for:
- 8+ years HR experience with at least 3 years in HR shared services or HR operations leadership
- Strong background in knowledge management, governance, and digital self-service
- Experience with ServiceNow HRSD or similar platforms
- Comfortable operating in global or multi-regional environments
- Ability to balance strategic thinking with hands-on operational leadership
Ideal Fit
This role suits someone who:
- Has led HR service delivery in a shared services model
- Enjoys building structure, governance, and scalable processes
- Is confident influencing COEs, regional HR, and technology partners
- Can lead a small team while also driving global initiatives
- Thrives in a data-driven, continuous-improvement environment
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