Global Solution Center Operations Team Manager

At McCormick, we bring our passion for flavor to work each day. We encourage growth, respect everyone's contributions and do what's right for our business, our people, our communities and our planet. Join us on our quest to make every meal and moment better.

Founded in Baltimore, MD in 1889 in a room and a cellar by 25-year-old Willoughby McCormick with three employees, McCormick is a global leader in flavour. With over 14,000 employees around the world and more than $6 Billion in annual sales, the Company manufactures, markets, and distributes spices, seasoning mixes, condiments and other flavourful products to the entire food industry, retail outlets, food manufactures, food service businesses and consumers.

While our global headquarters are in the Baltimore, Maryland, USA area, McCormick operates and serves customers from nearly 60 locations in 25 countries and 170 markets in Asia-Pacific, China, Europe, Middle East and Africa, and the Americas, including North, South and Central America

Position Overview / Primary Purpose

The Global Solution Center Services Team Manager is responsible for delivering best-in-class H2R solutions for Tier 2 and Tier 3 employee queries within the designated scope of global processes. This role ensures alignment with corporate guidelines, HR policies, and local regulations while driving operational excellence through performance targets and continuous improvement initiatives.

The Manager provides inspirational leadership to a multicultural team, fostering collaboration and inclusivity while optimizing resources and maintaining high-performance standards. The role also focuses on implementing and stabilizing a follow-the-sun model for the global Solution Center, building strong partnerships with HR stakeholders, and serving as the primary escalation point for complex issues.

Key Responsibilities

1. HR Service Delivery (40%)

• Delivers best-in-class H2R solutions for Tier 2 and 3 employee queries of designated scope of global processes, driving operational performance while ensuring an exceptional, high-quality, and consistently reliable employee experience. Oversees employee leave management, employee relations and employee recognitions accuracy globally for the countries in-scope.  Ensures the high performance of the team within established KPI targets, following the Joint Accountability Agreement and cascaded goals.
• Leads the successful implementation and stabilization of a follow-the-sun model for the global Solution Center, ensuring a consistent and exceptional employee experience. Ensures the processes are properly documented and designed in alignment with global HR policies, corporate guidelines, and local regulations, including adherence to relevant SOX controls.
• Drives continuous improvement initiatives within the Team to enhance service delivery and align processes with the global model. Identifies opportunities for innovation, including leveraging AI and automation to improve efficiency. Manages Solution Owners and collaborates with cross-functional teams to streamline the processes in-scope and implement technology-driven solutions
• Leads HR transitions and projects, balancing core work with geographic expansion or new service implementation, all in alignment with the company’s governance framework.

2. Team Leadership and Development (35%)

• Manages and develops the HR Operations team, fostering global collaboration and a high-performance culture. Establishes clear targets and objectives for Team Leads and Solution Owners, ensuring team accountability and delivery
• Provides inspirational and effective leadership, direction, and support to a multicultural team, embedding diversity, equity, and inclusion as core values.
• Oversees team capacity, ensuring resources are optimized to maintain high-level performance and deliver consistent, reliable, and engaging services.
• Ensures team members receive appropriate training, coaching, and mentoring to keep their technical and operational skills up-to-date

3. Stakeholder Management and Collaboration (25%)

• Builds strong partnerships with HR stakeholders and collaborates closely to adapt global strategies to local needs while maintaining consistency. Actively educates HR partners and COE representatives on processes within scope, clarifying responsibilities as outlined in the Joint Accountability Agreement.
• Serves as the escalation point for complex or unresolved global HR operational issues, reporting to the Global Delivery Solution Center Director when necessary. Manages the team to ensure root cause analysis (RCA) is conducted and escalation details are logged appropriately.
• Represents HR operations in cross-functional projects and global initiatives. Partners with functional teams to implement and maintain HR technology solutions that support global operations, driving user adoption and providing ongoing support for HR tools and systems.
• Partners closely with H2R peers to ensure aligned decisions for optimizing process delivery.

Additional Responsibility

• Act as a local lead for employees without a direct supervisor in the same location.

Required Qualifications

Education

• Master’s degree in Human Resources, Psychology, Business Administration, or related field (preferred),

  OR relevant HR certifications (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR – for US only).

Experience

• Over all 10+ years of experience.
• 5+ years of experience in managing and delivering H2R solutions in SSC or BPO model, within a regional or global scope, in a multinational environment.
• 3+ years of experience in managing multicultural team and leading teams to success in diverse and dynamic environments. 
• Proven experience in driving operational performance and delivering high-quality HR services while adhering to established KPIs and governance frameworks (e.g., SOX controls).
• Proven track record in managing and optimizing global processes, conducting audits, and implementing continuous improvement initiatives.
• Experience in managing HR transitions or projects, and new service implementations.
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Skills

• Strong leadership skills with the ability to manage, develop, and motivate a diverse, virtual and multicultural team.
• Proven ability to set clear objectives, provide direction, and foster a high-performance culture.
• Effective communication skills, including the ability to collaborate with cross-functional teams in global environment.
• Strong stakeholder management skills, with the ability to manage relationships and expectations with HR partners and senior leadership.

Other Skills

• Fluent English (at least C1).
• HR process professional.
• Understanding of delivery role in the shared services functions.
• Understanding of self-service systems, HR and call center technology

Preferred Qualifications

• Relevant certifications in Process Management or Project Management
• Experience with HR systems (e.g., SuccessFactors)
• Familiarity with data analytics tools (e.g., Power BI, Tableau)
• Additional language skills beyond English

Dimensions

• Global scope
• Up to 10 direct reports
• Service scope covering up to ~10,000 employees
• Multi-country service delivery

Key Interactions

• HR Directors and Managers – Regular
• H2R Senior / Middle Management – Regular
• Solution Owners – Regular
• Solution Center Operational Teams – Regular
• HR Tools Administrator – Occasional
• HR Technology Teams – Occasional
• IT – Occasional
• COE Representatives – Occasional
• Benchmark Groups & External Networks – Occasional
• Legal – Occasional
• Local Authorities and Offices – Occasional

At McCormick, we have over a 100-year legacy based on our “Power of People” principle. This principle fosters an unusually dedicated workforce requiring a culture of respect, recognition, inclusion and collaboration based on the highest ethical value