Senior Manager – HR Operations

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RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.

You will be a key member of our People Services Global Hub Operations, supporting Global HR operations with specialized oversight of Leave of Absence administration, Onboarding and Offboarding processes, Workday Learning and Total Rewards operations. The role partners closely with HR Business Partners, Total Rewards COEs, Payroll, and external vendors to deliver accurate, compliant, and scalable HR services across the employee lifecycle. In this role, you’ll lead a small to mid-sized team and oversee the delivery of HR operations with a focus on quality, compliance, and continuous improvement. You’ll also act as a first point of escalation for complex queries, support process optimization efforts, and ensure performance targets are met through effective team management and process oversight.

• Lead and oversee all HR operational processes related to the employee lifecycle, ensuring alignment with regional compliances and organizational policies, and provide strategic direction to the team.

• Maintain and monitor service level KPIs and SLAs for all processes.

• Allocate work effectively to improve team productivity and ensure high efficiency, with mechanisms to measure performance metrics.

• Administer and maintain Workday data points to ensure 100% data accuracy and integrity.

• Manage and resolve escalated queries within defined timelines and organizational guidelines.

• Harmonize HR processes across business units/geographies and identify opportunities for optimization.

• Achieve targets and performance standards expected from the Shared Services organization.

• Monitor audit readiness and compliance for processes and participate in internal and external audits as required.

• Drive process standardization, simplification, and automation across the processes.

• Leverage HRIS, case management tools, and self-service solutions to improve efficiency, achieve required service level agreement metrics and employee experience.

• Foster a high-performance, service-oriented culture focused on accuracy, empathy, and compliance.

• Support talent development, succession planning, and workload management.

• Develop and maintain DTPs, controls, and documentation.

• Analyze work process design and flow for the People Services team and work with internal and external clients and vendors to implement improved processes, while suggesting necessary improvements to improve the overall client experience and efficiency.

• Ensure all process trainings have been attended, queries raised and clarified to execute smooth flow of process.

• To build and nurture constructive relationships with the onshore team and internal colleagues from other business areas and to contribute to team efforts, team meetings etc.

• Always ensure a ‘customer first’ approach by consistently and proactively role modelling excellent customer service.

• Utilize the CORE framework of tools to continuously improve processes, quality standards and process compliance and lead continuous improvement initiatives using CORE/LEAN methodologies.

• Understand and be compliant with the corporate data protection and confidentiality policies.

• Accountable for the day-to-day performance metrics, ensuring clear SLA's and KPI's aligned to effective and positive employee experience. Utilize metrics to demonstrate and communicate shared services value.

• Ensure a consistent, efficient, effective, and excellent service always, meeting, and exceeding SLAs and performance targets.

• Oversee third-party vendors and ensure SLA, compliance, and employee experience standards are met.

Qualifications

• Master’s degree or professional certifications (SHRM-SCP, SPHR, CEBS) in related discipline
• 12-15 years of progressive HR experience, with strong focus on Global HR operations or Shared Services
• Experience in managing and leading teams in an HR shared service environment that offers a wide range of services across the full employee lifecycle.
• Experience managing data in HRIS systems and/or using Workday preferred.
• Strong understanding of Data Protection legislation and experience managing data requests.
• Strong leadership, coaching, and people management skills
• Excellent stakeholder management and communication skills
• Analytical, detail-oriented, and risk-aware
• Change management and continuous improvement mindset
• Employee-centric with high empathy and professionalism
• Strong judgment in handling sensitive and complex cases
• Proactive, resilient, and results-driven
• Comfortable operating in a matrixed, fast-paced environment
• Offshore transition experience will be an added advantage
• Ability to learn processes, policies, and the ability to apply CORE principles to these processes for continuous improvement.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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