HR Manager, Shared Services

Sherwin-Williams•Cleveland, OH

1d•Onsite

About The Position

This position is responsible for overseeing all support services delivered by the SBS Employee Services North America HR Shared Services teams throughout the active span of an employee’s career. Core areas of responsibility include HR Cloud data administration, performance management support, policy and compliance administration, employee engagement processes, and the ongoing management of employment-related actions and inquiries. The team provides continuous support to employees, managers, and HR partners across the United States and Canada, ensuring accuracy, consistency, and a seamless employee experience. In addition, this role is accountable for establishing, maintaining, and reinforcing cross‑divisional standards for all lifecycle support activities performed within the function. The position ensures that all processes are executed with a high level of quality, timeliness, and operational excellence, contributing to a cohesive and efficient HR service delivery model. HR Shared Services operates from 8:30am EST to 5:00pm EST. This role will require flexibility to ensure team members and customers are supported during this time frame. This role is not hybrid/remote and will report to our Hinckley Parkway location in Cleveland, OH. Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

Requirements

5+ years of experience in Human Resources.
Must be legally authorized to work in the United States without company sponsorship
Prior experience managing and engaging customer service focused teams.
Ability to quickly learn new systems and processes and provide guidance to others in adopting these changes.
Experience diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to resolve problems.
Excellent problem solving, organization, and analytical skills.
Excellent customer service, communication and interpersonal skills.
Ability to identify continuous improvement opportunities and apply transactional lean concepts to improve efficiency and accuracy
Excellent verbal and written communication
Ability to provide exceptional customer service
Ability to remain calm in stressful situations
Ability to train and motivate staff
Knowledge of Word, Excel and PowerPoint
Ability to work with all levels of managements
Ability to multi-task
Bachelors Degree

Nice To Haves

Prior experience with implementation and enforcement of policy and procedures.
General HR knowledge including HRIS, employment data, policies, employee engagements, payroll operations, time and attendance
Systems knowledge of Oracle HR Cloud, Oracle Recruiting Cloud, ServiceNow, and Kronos UKG
Bachelors Degree with Human Resources or Business focus

Responsibilities

Manage a team, supporting all US and Canada employment management, in alignment with the department’s strategic direction, ensuring cohesive, high‑quality service delivery.
Ensure all team members are fully trained in operational processes, policies, and systems, enabling first‑contact resolution for most employee and manager inquiries.
Evaluate and collaborate with internal partners (SBS Operations, HRSS Data, Compliance, Process Improvement) to identify and implement process improvements and automation opportunities consistent with a Global Business Services (GBS) model.
Lead change management efforts for new systems or process enhancements, including developing documentation, supporting adoption across HRSS, and communicating effectively with HR stakeholders.
Partner with HR leadership and Centers of Excellence to propose, implement, and monitor the effectiveness of organizational change initiatives.
Partner with divisional leadership to gather insights and identify opportunities to enhance processes, improve service delivery, and evaluate additional activities that can be centralized within Shared Services to drive greater efficiency and consistency.
Partner with third‑party vendors to achieve high service performance, and engage internal and external stakeholders to address and resolve ongoing service issues.
Ensure consistent, high‑quality service delivery across the team by meeting or exceeding all SLAs and providing ongoing coaching, quality monitoring, and operational oversight to drive performance excellence.
Ensure team members are subject matter experts in Core HR transactions such as performance appraisals and merit administration, employment changes (including but not limited to promotions, department or location changes, and salary and incentive changes), Employment Verification, Legal and internal file requests, employee file management and employment data audits.
Oversee U.S compliance governance (AAP/EEO/State), reporting assurance and audit readiness, in partnership with the Compliance Supervisor, Legal and ER.
Oversee creation, maintenance, and governance of Standard Operating Procedures (SOPs) for all areas of responsibility to ensure standardization and operational clarity.
Foster a culture centered on customer service excellence, operational efficiency, and continuous improvement.
Partner with Employee Relations and Legal teams as needed to support timely and compliant handling of employment‑related matters.
Ensure team-wide adherence to established HR policies by driving awareness, serving as a knowledgeable resource, and supporting consistent application of policy standards.
Lead resolution of escalated issues, ensuring timely follow‑up, root-cause identification, and implementation of corrective measures.
Recruit and hire staff with the capabilities and mindset needed to succeed within a Global Business Services environment.
Provide ongoing learning, skill‑building, professional development, and cross-training opportunities to strengthen team capability, ensure succession readiness, and maintain seamless coverage for key processes during organizational changes.
Hold team members accountable for data integrity, accuracy, and the protection of confidential employee information.
Align department goals with individual responsibilities by setting clear expectations, supporting performance, and holding employees accountable for achieving high‑quality results.