Description:

Shift - US Shift

BLR based, hybrid mode

Role Overview:

The Manager - HR Operations will lead HR Shared Services delivery within the Global HR Shared Services (HR GCC) framework, ensuring efficient and compliant execution of employee lifecycle processes across geographies. The role is responsible for managing multiple teams or team leads, driving operational performance through defined service metrics, and ensuring adherence to global HR policies and compliance requirements.

The incumbent will oversee service delivery, manage stakeholder relationships, govern team utilization and performance, and drive continuous improvement initiatives to enhance efficiency, standardization, and service quality across HR operations.

Key Responsibilities:

- Provide overall leadership and governance of HR operations within the shared services environment.

- Manage Assistant Managers and HR operations teams, ensuring service delivery against defined SLAs and quality standards.

- Define and monitor operational KPIs, team utilization, productivity, and service performance metrics.

- Act as the primary escalation point for operational issues and ensure timely resolution.

- Partner with HR leadership, Talent Acquisition, Payroll, and Compliance teams across geographies.

- Ensure strong stakeholder engagement and alignment on service delivery expectations.

- Drive process excellence through standardization, automation, and continuous improvement initiatives, while identifying opportunities to enhance operational efficiency and support process transitions into the GCC environment.

- Ensure HR systems and data governance by maintaining data accuracy, compliance documentation, and overseeing reporting and operational analytics within HRMS platforms.

Required Skills & Qualifications:

- Bachelors or Masters degree in any stream.

- 4 to 6 years of experience in HR Operations or HR Shared Services, preferably within a Global Capability Center (GCC).

- Proven experience managing teams and leading HR operations delivery.

- Strong experience in operational metrics, reporting, and utilization management.

- Working knowledge of HRMS platforms (Workday, PeopleSoft, SAP SuccessFactors).

- Proficiency in MS Excel, MS PowerPoint and reporting skills.

- Strong stakeholder management, leadership, and problem-solving capabilities.

- Ability to manage multiple priorities in a fast-paced operational environment.

Preferred Attributes:

- Experience working in a Global Capability Center (GCC) or HR Shared Services environment supporting multiple geographies.

- Strong leadership and team development capabilities with the ability to mentor and guide teams.

- Strong process orientation with a focus on operational excellence and continuous improvement.

- Analytical mindset with the ability to interpret operational metrics and drive data-based decisions.

- Ability to build strong stakeholder relationships and collaborate across global teams.

- High level of integrity and discretion in handling confidential information.

- Customer-centric mindset with the ability to operate effectively in a dynamic shared services environment.