Position Title: Deputy Manager : HR Shared Services (HRSS)
Department: Human Resources
Reports To: Head HR Shared Services and Compliance
Location: Bangalore
Role Purpose
The Deputy Manager : HR Shared Services (HRSS) will be responsible for managing and driving the operations of the HR Shared Services team. This role will ensure the delivery of standardized, efficient, and high-quality HR services across the employee lifecycle processes including recruitment, employee records management, payroll interface, benefits, and query resolution. The role will also focus on process excellence, compliance, automation, maintaining service delivery standards and stakeholder satisfaction.
Key Responsibilities
Service Delivery & Operations Management
- Lead and manage HRSS operations across the employee lifecycle (recruitment support, employee data management, benefits administration and HR and Employee helpdesk).
- Ensure timely, accurate, and consistent execution of HR processes in compliance with internal policies and statutory requirements.
- Develop and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the HRSS team.
- Act as escalation point for complex employee queries and grievances managed via the HR Helpdesk.
Process Standardization & Continuous Improvement
- Drive standardization of HR processes across regions/business units to ensure uniform employee experience.
- Identify opportunities for process simplification, automation, and efficiency improvements.
- Develop workflows for both new processes and enhancements to existing processes to ensure seamless adoption and integration.
- Partner with HR Technology teams to implement and optimize HR systems/tools.
- Establish SOPs, process maps, and knowledge repositories for all HRSS activities.
Stakeholder & People Management
- Collaborate with HR Business Partners, Talent Acquisition, Payroll, Finance, and IT to ensure seamless process delivery.
- Manage, coach, and develop the HRSS team to build strong process expertise and service orientation.
- Conduct regular stakeholder reviews to capture feedback and enhance service delivery.
Compliance & Governance
- Ensure compliance with statutory requirements and company policies in all HRSS operations.
- Monitor and mitigate risks related to HR data privacy, confidentiality, and accuracy.
- Prepare and publish reports/dashboards for leadership review on HRSS performance, Process compliance, and employee experience.
Change & Transition Management
- Support phased transitions of HR processes into HR Shared Services.
- Lead change management initiatives, including communication, training, and stakeholder sensitization.
- Ensure smooth adoption of new processes, tools, and service delivery models.
Qualifications & Experience
- Full-time Graduate in Human Resources / Business Management or related discipline.
- 68 years of overall HR experience, including a minimum of 35 years in HR Operations or Shared Services roles within a large-scale organization.
- Proven track record in managing HR processes at scale, preferably in a multi-location / large workforce environment.
- Experience with HR systems (HRIS, ticketing tools, automation platforms) is preferred.
Skills & Competencies
- Strong people management skills.
- Excellent stakeholder management and communication abilities.
- Analytical and data-driven decision-making.
- Process orientation and continuous improvement mindset.
- Ability to manage ambiguity and drive change.
- High integrity, attention to detail, and customer-centric approach.
Key Performance Indicators (KPIs)
- SLA/KPI adherence (turnaround times, accuracy rates, query resolution).
- Employee experience & satisfaction scores.
- Compliance audit results (zero non-compliance findings).
- Process improvement and automation initiatives implemented.
- HRSS team engagement and capability development.
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