Skill required: Talent HR - Talent Management
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
What would you do Level 7 Service Delivery Lead Employee Services HR OperationsJob Title Service Delivery Lead Employee Services HR Operations Group Employee Services / HR OperationsBusiness Unit/Deal Employee Services Reporting to Service Delivery Manager Level 6Key Responsibilities
- Act as the primary point of contact for all service delivery activities within the Employee Services HR Operations tower, ensuring seamless end-to-end service execution.
- Oversee and manage day-to-day HR operations delivery including employee lifecycle transactions, HR helpdesk, payroll support, benefits administration, onboarding/offboarding, and workforce data management.
- Monitor and govern SLA/KPI performance; drive root cause analysis and corrective action plans for any service failures or deviations.
- Lead a team of HR operations specialists; provide coaching, performance management, and professional development to build a high-performing service delivery team.
- Partner with client HR stakeholders and business leads to understand evolving service requirements, address escalations, and ensure consistent client satisfaction.
- Drive cont
- Drive continuous improvement initiatives leveraging Lean, Six Sigma, or similar methodologies to enhance process efficiency, reduce cycle time, and improve quality.
- Collaborate with technology and automation teams to identify and implement opportunities for RPA, AI-driven solutions, and workflow digitization within HR operations processes.
- Ensure compliance with applicable labor laws, data privacy regulations (GDPR, PDPA, etc.), and internal HR governance frameworks across all service delivery activities.
- Manage transition and transformation activities for new scope additions, migrations, or client expansions within the Employee Services portfolio.
- Prepare and present periodic operational performance reports, dashboards,



and insights to senior management and client stakeholders.
What are we looking for
- Facilitate effective communication between onshore and offshore delivery teams to ensure consistent service standards across geographies.
- Support contract management activities including review of service schedules, change requests, and SOW amendments within delegated authority.Knowledge and Skill Requirements
- In-depth knowledge of HR operations processes including hire-to-retire lifecycle, payroll operations, benefits administration, employee data management, and HR shared services delivery models.
- Strong understanding of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and experience in managing performance metrics and dashboards.
- Proven ability to lead and develop diverse teams in a high-volume, multi-client or shared services environment.
- Excellent stakeholder management and client communication skills with the ability to influence and build trusted relationships at all levels.
- Solid analytical and problem-solving skills; ability to interpret data, identify trends, and present actionable recommendations.
- Working knowledge of HR technology platforms such as Workday, SAP SuccessFactors, Oracle HCM, ServiceNow HR, or similar HRIS/case management tools.
- Experience in driving continuous improvement and lean process transformation within HR or business process outsourcing environments.
- Understanding of workforce compliance, data privacy, and regulatory requirements relevant to HR operations.




- Effective project management skills with the ability to manage multiple priorities and deliver results under tight timelines.
- Strong written and verbal communication skills; proficiency in preparing management reports and executive-level presentations.Preferred Qualification
- Graduate and/or Post-Graduate degree in Human Resources, Business Administration, or a related discipline from a recognized University.
- Minimum 1215 years of overall experience with at least 810 years in HR Operations or HR Shared Services delivery in a BPO/outsourcing or large enterprise
Roles and Responsibilities:
- Prior experience managing a team of 50 or more HR operations professionals with full accountability for service delivery quality and team performance.
- Certification in HR (e.g., SHRM-CP/SCP, PHR/SPHR, CIPD) or Process Improvement (e.g., Lean, Six Sigma Green/Black Belt) is an added advantage.
- Demonstrated experience in client-facing roles within HR outsourcing, preferably managing multi-geography or multi-process Employee Services engagements.
- Familiarity with HR technology transformation, automation, and digital enablement initiatives within HR shared services.
- Experience working in a global delivery model with onshore-offshore team structures.Key Performance Indicators (KPIs)
- Achievement and maintenance of agreed SLA/KPI targets across all HR operations processes under scope.
- Client satisfaction scores (CSAT/NPS) and stakeholder feedback ratings.
- Team attrition rate and employee engagement scores within the service delivery team.
- Volume of process improvement initiatives implemented and measurable efficiency gains delivered.
- Accuracy and timeliness of HR transactions (e.g., payroll accuracy, data management error rates, case resolution time).
- Compliance adherence zero critical audit findings or regulatory breaches.
- Successful delivery of transition, transformation, or scope expansion milestones within agreed timelines.
Qualification Any Graduation

📌 Delivery Lead Manager (Karnataka)
🏢 Accenture
📍 Karnataka