HRSS Manager

ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.

As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.

HRSS Manager

As an HRSS Manager at ICON, you will lead the delivery of HR Shared Services, ensuring high-quality, consistent and efficient HR support across the employee lifecycle. You will lead and develop the HRSS team, partner with key stakeholders, and drive operational excellence through standardization, automation, effective governance and continuous improvement.

What You Will Do

Your focus will be on leading HR service delivery, strengthening operational performance, developing team capability, and driving transformation across HR Shared Services.

Key responsibilities include:

• Lead and manage the HRSS team, ensuring high-quality and timely delivery of hire-to-retire HR services, including employee inquiries, onboarding, benefits administration, employee lifecycle activities and HR systems administration.
• Establish and govern standardized processes, procedures, controls and service level agreements (SLAs) to ensure consistent, compliant and efficient service delivery.
• Partner with Regional HRSS, HR Technology, Talent Acquisition and other key stakeholders to continuously improve HR services and the employee experience.
• Monitor and manage KPIs, SLAs, service volumes, quality and other operational metrics, identifying trends, root causes and corrective actions to improve service performance.
• Lead, coach and develop team members, building capability, accountability and a culture of continuous improvement and high performance.
• Drive process improvement, automation and AI initiatives, identifying opportunities to reduce manual effort, improve accuracy, enhance productivity and strengthen the employee experience.
• Lead the centralization and transition of HR activities from regional teams into HR Shared Services, including transition planning, readiness assessments, knowledge transfer, risk mitigation, governance and post-transition stabilization.
• Ensure appropriate operational controls and compliance with company policies, data privacy requirements and applicable employment regulations.
• Support HR transformation initiatives and change management, ensuring effective stakeholder engagement, adoption and sustainable implementation of new processes and technologies.

Your Profile

You will bring strong HR Shared Services and HR operations experience, combined with proven leadership, stakeholder management and transformation capabilities.

Required qualifications and experience:

• Masters degree in Human Resources, Business Administration, or a related field.
• Minimum of 12 years of relevant experience in HR Shared Services, HR Operations, or a related HR function, including 3-5 years of people management or leadership experience.
• Strong understanding of end-to-end HR operations, employee lifecycle processes, HR policies, controls and regulatory requirements.
• Demonstrated experience in process improvement, operational excellence, change management and project/program management.
• Proven experience in transitioning, centralizing or standardizing HR services across countries or regions.
• Experience driving automation, digitalization and HR technology-enabled process improvements.
• Strong ability to use KPIs, SLAs and operational data to identify trends, manage performance and support decision-making.
• Excellent stakeholder management, communication and influencing skills, with the ability to work effectively across functions and geographies.
• Proven leadership capabilities with experience developing high-performing teams and building future capability.
• Proficiency with HRIS platforms and Microsoft Office applications experience with enterprise HR platforms such as Workday would be advantageous.

Employment with ICON is contingent upon having the legal right to work in the country where the role is based.

Rewards & Benefits

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

Benefits may vary depending on role and location.

Visit our to read more about the benefits ICON offers.

Inclusion and Accessibility

ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.

If you require reasonable accommodations during the recruitment process, please let us know or submit a request.

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