Manager, HR Shared Services

TTM Technologies•Remote - Texas, TX

2d•Remote

About The Position

TTM Technologies, Inc. is a leading global manufacturer of technology products. We are seeking an accomplished Manager of HR Shared Services who brings a people-first mindset, an unwavering commitment to service excellence, and the operational expertise to lead a high-performing, centralized HR service delivery function. In this role, you will serve as a champion of the employee experience — ensuring that every touchpoint with HR Shared Services, whether a routine transaction, a complex inquiry, or a sensitive life event, is handled with accuracy, care, and a genuine commitment to service excellence across our North America and EMEA employee populations. You will be accountable for fostering a team culture where customer service is not an afterthought, but a standard — one that is upheld consistently across every employee population we serve. Achieving that standard requires the right foundation. This role is also critical to building and sustaining a scalable, technology-enabled HR operations model that supports consistent, efficient service delivery at scale. The ideal candidate brings strong working knowledge of HR systems, a passion for process optimization, and the leadership skills to drive operational excellence across the full employee lifecycle — leveraging technology as an enabler of a better employee experience. A key dimension of this role is the close, ongoing partnership with Payroll and COE leadership to ensure that HR processing activities and employee data transactions are seamlessly connected, accurate, and compliant — and that every employee interaction reflects a unified, well-coordinated experience from hire to retire. This role will report to the Sr. Director, HR Shared Services & Projects.

Requirements

Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field.
7+ years of progressive HR experience, with at least 3-4 years in an HR Shared Services or HR Operations leadership role.
Demonstrated experience delivering HR services to a geographically dispersed employee population, including experience supporting employees across North America and EMEA.
Working knowledge of federal and state employment laws and HR compliance requirements.
Solid understanding of HR data governance, data integrity practices, and system controls.
Strong project management proficiency with experience leading cross-functional HR initiatives.

Nice To Haves

Master's degree in HR, Business Administration, Information Systems, or a related field.
Proven experience with HR case management and ticketing systems (ServiceNow, Workday Help, etc.).
Strong track record of leading process improvement initiatives that resulted in measurable efficiency gains.
Experience participating in HRIS implementations or system migrations as a business stakeholder or subject matter expert.
Hands-on experience with payroll systems such as ADP Workforce Now, ADP Vantage, etc.— including an understanding of how HRIS data flows into payroll processing.
Familiarity with AI-driven HR service delivery platforms.
Experience operating in a multi-state or global HR Shared Services environment, with awareness of EMEA employment practices, data privacy requirements (e.g., GDPR), and regional service delivery considerations.
Experience building and presenting HR metrics reports and dashboards.

Responsibilities

Oversee the day-to-day operations of the HR Shared Services Center (HRSSC), ensuring accurate, timely, and compliant delivery of HR services across all business units.
Serve as the primary escalation point for complex, sensitive, or system-related HR transactions and inquiries.
Ensure all HR processes and transactions comply with federal, state, and local employment laws and regulations.
Partner with HR COEs (Total Rewards, Talent Management, HRIS, etc.), Legal, and Finance teams to resolve compliance issues and maintain seamless cross-functional workflows.
Develop and maintain deep working knowledge of core HR systems — including the HRIS (e.g., Workday), case management platforms (e.g., Workday Help), and employee self-service portals — to effectively support and guide the team in day-to-day system usage.
Serve as a knowledgeable partner and key business stakeholder to HR Technology and IT teams, providing operational input on system configurations, workflow changes, and enhancements that impact HR Shared Services delivery.
Actively participate in system implementations, upgrades, and migrations as a business representative, contributing process knowledge, testing support, and change management coordination on behalf of HR Shared Services.
Collaborate with HR Technology to communicate system issues, enhancement requests, and user feedback gathered from the HR Shared Services team, ensuring operational needs are represented in system decisions.
Champion the adoption of automation, AI-assisted tools, and self-service capabilities within the HR Shared Services function, partnering with HR Technology to identify and prioritize opportunities that reduce manual effort and improve response times.
Promote a culture of systems literacy across the HR Shared Services team, ensuring staff are well-trained, confident, and consistent in their use of HR platforms and tools.
Provide input into the evaluation of emerging HR technologies from an operational and end-user perspective, helping HR Technology and leadership assess the potential impact on service delivery.
Own the design, documentation, and continuous improvement of all HR Shared Services processes, including onboarding, offboarding, job changes, benefits administration, leaves of absence, and employee records management.
Build and maintain a comprehensive library of Standard Operating Procedures (SOPs), process maps, and knowledge base articles to ensure consistency and compliance across all transactions.
Apply process improvement methodologies to identify inefficiencies, eliminate redundancies, and streamline workflows.
Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational dashboards to measure team performance and identify improvement opportunities.
Lead regular process audits to ensure alignment with current policies, compliance requirements, and best practices.
Drive adoption of tiered service delivery models (Tier 0 self-service, Tier 1 transactional, Tier 2 complex inquiries) to optimize resource allocation and employee experience.
Own the development and ongoing management of a comprehensive HR Shared Services metrics framework, encompassing transaction volumes, case resolution times, SLA adherence, error rates, employee satisfaction scores, and first-contact resolution rates.
Build and maintain real-time operational dashboards using HRIS and case management reporting tools to provide leadership with continuous visibility into team performance and service delivery health.
Conduct regular analysis of case and call center data to identify trends, anomalies, and root causes of service gaps — translating findings into targeted corrective actions and process improvements.
Establish a monthly and quarterly metrics review cadence with HR Operations leadership to assess performance against established benchmarks and align on priorities.
Track and report on payroll-adjacent HR transaction accuracy rates (e.g., job change processing, termination timeliness, leave of absence coding) and partner with Payroll to address data quality issues before they impact pay.
Leverage workforce and operational data to develop predictive insights around peak processing periods, staffing needs, and service demand fluctuations.
Prepare data-driven recommendations for myHRS Leader to support strategic planning, resource allocation, and continuous improvement initiatives.
Monitor employee and manager satisfaction with HR Shared Services through surveys, case feedback, and qualitative inputs — using results to refine service delivery approaches and communication strategies.
Cultivate and maintain a strategic, collaborative partnership with Payroll leadership to ensure seamless alignment between HR Shared Services and payroll processing activities.
Serve as the primary HR point of contact for Payroll on all matters related to employee data transactions, job changes, new hires, terminations, leave of absence processing, and compensation updates — ensuring changes are communicated accurately and within established payroll deadlines.
Jointly develop and maintain cross-functional process maps and SOPs with Payroll leadership that clearly define roles, responsibilities, handoff points, and escalation paths between HR Shared Services and Payroll.
Partner with Payroll leadership to identify, troubleshoot, and resolve processing errors or data discrepancies in the HRIS that may impact payroll accuracy or employee pay.
Collaborate with Payroll on the design and optimization of HRIS workflows and system integrations that connect HR transactions to payroll processing, minimizing manual intervention and reducing the risk of errors.
Establish a regular cadence of joint operational reviews with Payroll leadership to assess processing volumes, SLA performance, open issues, and upcoming changes that may impact either team.
Partner with Payroll to develop and deliver clear, timely employee communications around pay-related changes, open enrollment impacts, leave of absence pay implications, and other payroll-adjacent matters to ensure a consistent and transparent employee experience.
Proactively engage Payroll leadership in change management planning for any HR system changes, process redesigns, or organizational events (e.g., acquisitions, RIFs, large-scale hiring) that have downstream payroll impact.
Lead, coach, and develop a high-performing HR Shared Services team, building strong technical proficiency in HR systems and process execution.
Establish clear performance expectations with an emphasis on accuracy, process adherence, and systems competency.
Foster a culture of continuous learning by providing ongoing training on system updates, process changes, and HR technology best practices.
Attract and retain top talent with a focus on individuals who are both people-oriented and technically skilled.