Our client's People & Culture function is transforming the way it delivers HR to its people, moving from a reactive, high-touch model to a structured, technology-enabled shared services operation. This is a hands-on role for someone who thrives on turning messy, manual processes into simple, scalable ones. You'll work across self-service and workforce operations to stabilise current state issues, redesign core processes, and support the rollout of new technology and automation, all while keeping the employee experience front and centre. What You'll Be Doing Identifying and fixing service delivery issues, manual workarounds, duplication, inconsistent processes across the People Shared Services function Running end-to-end process reviews: mapping current state, spotting pain points, and validating findings with stakeholders Designing future state processes that are efficient, scalable and customer-centric, including core workforce processes (hires, changes, exits, payroll inputs) Defining clear roles, responsibilities and handoffs across the shared services function Supporting the build-out of self-service capability and case management practices Identifying opportunities for workflow, automation and AI enablement (e.g. via ServiceNow or similar platforms), and translating these into functional requirements Facilitating workshops with SMEs and cross-functional stakeholders to align on solutions Supporting change impact assessment, business readiness and adoption Defining and tracking KPIs, cycle time, volume, backlog to measure and drive service improvement What You'll Bring Proven experience in process analysis, redesign and implementation, not just mapping Background in shared services, operations or service delivery environments Experience in HR Shared Services / People & Culture processes Exposure to multi-tiered service delivery models Experience with ServiceNow or a similar workflow/case management platform Strong stakeholder engagement and facilitation skills across multiple teams Ability to translate business needs into clear requirements and practical solutions Strong analytical, problem-solving, and documentation skills Comfortable managing competing priorities with a high degree of autonomy What You're Like You're a structured thinker who's genuinely energised by solving problems and driving outcomes, not just documenting them. You're collaborative, comfortable operating in ambiguity, and pragmatic about getting things done. You care about the details, but you never lose sight of the bigger picture: a simpler, more consistent experience for the people you serve. Interested? Apply now to be part of a team building a smarter, more scalable People Shared Services function for one of Australia's most recognised brands. Email: dconnors@sharpandcarter.com.au
