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HR Shared Services Manager Job Description

Job Category Human Resources Job Location San Diego, California; Phoenix, Arizona; Troy, Michigan; Saint Cloud, Minnesota; Roanoke, Virginia

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.  If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

Provide leadership and direction to global HR Service Center team members, develop working relationships with customers and business partners ensuring that work plans and operations are coordinated, aligned to, and supportive of department and company goals and objectives. Responsible for core transnational support of Human Resources (HR) processes within the Global HR Service Center.Ensure work plans and operations are accurately and expeditiously performed while providing outstanding customer service.Responsible for determining the transition and training plan of new tasks to the Service Center. The Manager will effectively and appropriately respond to escalated employee needs, enhancing the employee experience, and ultimately elevating the employment brand of MCM/Encore.Assist in increasing self-service and the ability of HR to deliver high-quality strategy and consultative services.


Manager, educate, coach, and mentor the HR Service Center Team on a day-to-day basis on critical job functions including building soft skills and improving technical skills with software (e.g., Workday, SNOW,  CSOD), thereby improving overall team performance. Provide guidance and workload management leadership for the team in addressing escalated issues.

Manage a team to resolve HR incoming inquiries promoting the accuracy and integrity of employee records and data while simultaneously advocating for self-service adoption, as appropriate. Manage escalated and high-priority inquiries as they arise.

Create documentation for supported processes and regularly assess them to ensure accuracy and revisions are publicized.

Conduct trend analysis regarding the types of cases coming in to the Service Center. Determine appropriate level of involvement for other HR functional areas including the HR Business Partners to determine business impacts.

Provide end-to-end support of pre-employment and new hire administrative processes ensuring quality assurance including SOX guidelines are maintained. Ensure that HR FLOD guidelines are met and maintained.

Assist with reporting and projects, as needed. 

Develop and manage a liaison relationship between HRSC, Centers of Excellence (COE), other key departments, and vendors to ensure service levels are effectively managed and promote synergy between all functional areas.

Identify opportunities and propose solutions for process improvement.


Required: Bachelor


Required: English


Required: 5-7 years experience in HR or in a Service Center model; Exposure to supporting a Global organization. Microsoft Excel, PowerPoint, Project, and Word. Strong communication skills both verbal and written

Preferred: Experience with Leave Administration and/or previous HR experience. HRIS systems experience (particularly Workday). Adaptability, detail-oriented, customer experience focused.


What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at

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