The HR Shared Services Manager leads a key operational team within the centralized HRSC in Europe. The role is accountable for high-quality Tier 2 service delivery, clear ownership of complex escalations, and stable, consistent ways of working across the European region. Tier 2 also acts as a catalyst within HRSC by turning complex cases, recurring issues, service data, and employee feedback into practical improvements that strengthen service quality, consistency, and employee experience.

Responsibilities:

• People leadership: Lead, develop, coach, and support the Tier 2 team in Lithuania, measured through clear objectives, regular feedback, capability growth, effective workload planning, and strong team engagement.

• Regional service stability: Drive stable and consistent Tier 2 ways of working across Europe, measured through clear ownership, reliable handoffs, balanced workload, reduced country-by-country variation, and fewer avoidable escalations.

• Complex case ownership: Oversee complex HR queries, escalations, and operational issues, measured through timely resolution, quality of responses, accurate outcomes, reduced rework, and positive employee and manager feedback.

• Stakeholder partnership: Build stakeholder confidence with HRSC leadership, Tier 1, Country HR, HR Business Partners, Payroll, Operational Excellence, Training, and HR Technology, measured through clear communication, visible ownership, timely follow-through, and improved service outcomes.

• Continuous Improvement & End-to-End Process Management

  Drive continuous improvement across HR Shared Services by using escalations, recurring queries, service insights, and employee feedback to identify opportunities for enhancement. Lead end-to-end process management by coordinating activities across teams and stakeholders, simplifying and standardizing workflows, improving knowledge effectiveness, reducing repeat issues, and enhancing the overall employee experience.

• Performance and risk: Monitor service performance, quality, accuracy, rework, escalation trends, survey feedback, data accuracy, confidentiality, and compliance, measured through reliable reporting, visible risk management, audit readiness, and corrective action where needed.

Educational Background:

• Bachelor's degree in human resources, business administration, management, or a related field, or equivalent experience required.

Work Experience:

• Solid experience in HR Shared Services, HR Operations, or Employee Services.

• Experience leading a team and supporting colleagues to achieve their goals.

• Experience managing workloads, resolving escalations, and maintaining service quality.

• Experience working with stakeholders across different countries, teams, or functions.

• Track record of improving processes, reducing recurring issues, and enhancing the employee experience.

Skills and Knowledge:

• HR Shared Services and HR Operations expertise.

• Team leadership, coaching, and performance management.

• Service delivery and workload management.

• Escalation handling and problem solving.

• Process improvement and end-to-end process management.

• Data-driven decision making using service and case metrics.

• Stakeholder management and collaboration across functions.

• Clear and effective communication.

• Knowledge of HR systems such as Workday and ServiceNow.

• Strong understanding of privacy, compliance, and operational controls.

• Excellent English communication skills.

Salary Ranges:

3819 - 5456 EUR gross monthly

#Li-hybrid

What Cencora offers

We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures

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