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HR Shared Services Operations & Content Manager

Newport Beach, USA
Closing date
Oct 8, 2022

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
About Us:

We are PIMCO, a leading global asset management firm. We manage investments and develop solutions across the full spectrum of asset classes, strategies and vehicles: fixed income, equities, commodities, asset allocation, ETFs, hedge funds and private equity. PIMCO is one of the largest investment managers, actively managing more than $2.2 trillion in assets for clients around the world. PIMCO has over 3,070 employees in 22 offices globally. PIMCO is recognized as an innovator, industry thought leader and trusted advisor to our clients.

PIMCO is one of the world's premier fixed income investment managers with thousands of professionals around the world united in a single purpose: creating opportunities for our clients in every environment. Since 1971, we have brought innovation and expertise to our partnership with the institutions, financial advisors and millions of individual investors who entrust us with their assets. We aspire to cultivate performance and leadership through empowering our people, diversity of thought, and a commitment to an inclusive culture that engages in our global communities.

Position Description:

PIMCO Human Resources is seeking a Shared Services Operations and Content Development Manager to join the Global People Operations (POPs) team who will play a strategic and operational role responsible in leading a team of Analysts/Associates who are responding to HR employee inquiries within the business and other U.S. operational tasks. The role will manage day-to-day activities, providing operational support to HR functional teams and assist in identifying where cases are being raised. This individual will be responsible for supporting continuous improvement of HR's Case Management Infrastructure in ServiceNow (SNOW) and other tasks automation programs, systems (Workday) and processes as we modernize the HR Service Delivery model of PIMCO HR. This role will collaborate closely with subject-matter experts (SMEs) to keep HR content across functions up to date and globally across HR to implement solutions to increase efficiencies related to processes. Additionally, the Shared Services Operations Manager is someone who adapts well to constant change, strategic and inventive as well as excellent in tactical implementation of operational tasks and projects focused on improving the employee experience.

Case & Content Management
  • Handle PIMCO's People Operations Shared Services Team, ensure exceptional service delivery and employee service and oversee daily service operations, responding to service demands as they arise (e.g., staffing needs, project assignment, process oversight, volume of calls, and e-mail queries, etc.)
  • Responsible for administering HR ServiceNow case management and support basic Workday business processes by providing technical and operational support to employees and global HR
  • Serve as the key contact for HR inquiries regarding benefits, payroll, policies, employee data, HR processes, systems and a customer concern point to resolve sophisticated issues for team members and as appropriate to HR functions and business partners
  • Oversee HR content management by actively working with cross functional teams to identify gaps in employee content database, assist with content creation, documentation, and maintenance to ensure information in employee facing portal is kept up to date
  • Accountable for the day-to-day performance metrics, ensuring clear SLAs and key performance indicators align to an effective and positive employee and HR experience
  • Perform regular audits of cases and understand processes to identify issues, problem-solve and provide timely resolution
  • Drive and provide input into overall continuous improvement process

In this role you will:
  • Be a key member of the project team to build the employee facing instance in ServiceNow and open self-service to employees
  • Lead case management process improvements in ServiceNow
  • Partner with Process Operations team to ensures HR processes are well documented and effectively communicated, including creation of new policies and processes as needed
  • Ensure continuous process improvement for all HR processes and works with business partners and other departments to implement
  • Research and resolve technical and functional issues and responds to content questions and requests
  • Create a culture that actively sponsors and encourages innovation and creativity in the way we deliver services to our customers

Position Requirements:

  • Bachelor's degree or the equivalent combination of education and experience in business management or related field required
  • 3-5+ years of HR Shared Services or Operations, with 1-2+ years leading a team either in a direct or matrix organization
  • Strong project management skills to lead a team, implementations, and enhancements to HR systems
  • Knowledgeable of ServiceNow and Workday highly preferred
  • Solid understanding and knowledge of broad HR functional areas
  • Strong solutions orientation and execution mindset; operates well with ambiguity and with a high degree of independence, collaboration, resilience, curiosity, agility, and adaptability
  • Proven ability to prioritize, excellent organizational skill, simultaneously complete multiple projects and activities with varied deadlines and initiative to identify and improve business processes

  • You are driven to complete tasks with accuracy and speed and has proven ability to handle confidential information with discretion and maturity and track record of client-service approach
  • You thrives in a fast-paced, energetic and ever-evolving environment
  • You haveexcellent communication skills (verbal and written), influencing skills, and facilitation skills (including leading presentations to large audiences)
  • Maintains a high degree of professionalism, able to interface with all levels of the firm and preserves confidentiality in sensitive matters
  • Passion for using technology to solve problems, ability to think with a "Tech approach," and savvy in HR technologies such as ServiceNow and Workday


PIMCO is committed to offering a comprehensive portfolio of employee benefits designed to support the health and well-being of you and your family. Benefits vary by location but may include:
  • Medical, dental, and vision coverage
  • Life insurance and travel coverage
  • 401(k) (defined contribution) retirement savings, retirement plan, pension contribution from your first day of employment
  • Work/life programs such as flexible work arrangements, parental leave and support, employee assistance plan, commuter benefits, health club discounts, and educational/CFA certification reimbursement programs
  • Community involvement opportunities with The PIMCO Foundation in each PIMCO office

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