ROLE OVERVIEW

The HR Operations & Client Delivery Lead is a senior, client-facing HR qualified who serves as the strategic people partner for business units and client accounts. This role is anchored in HR Business Partnering — driving workforce planning, employee lifecycle management, performance enablement, compliance, and talent development — while ensuring seamless delivery of HR services to internal stakeholders and external clients.

Recruitment sits within the scope of this role as a supervised function; the incumbent will oversee and govern the recruitment process and team without being measured on it as a primary deliverable. Instead, the core KPIs are centered on HR operations excellence, employee experience, client satisfaction, and people metrics.

A. HR Business Partnering (Primary)

▪ Act as a trusted strategic HR advisor to business unit heads and client account managers.

▪ Partner with leadership to understand business objectives and align people strategies accordingly.

▪ Drive org design, headcount planning, and workforce restructuring conversations.

▪ Lead employee relations — counsel managers on performance, conflict resolution, disciplinary actions, and grievances.

▪ Conduct skip-level meetings, pulse checks, and engagement diagnostics; present actionable insights to leadership.

▪ Champion diversity, equity, and inclusion initiatives across assigned business units.

▪ Support change management initiatives, including mergers, restructures, and new client ramp-ups.

B. HR Operations & Service Delivery

▪ Own the end-to-end employee lifecycle for assigned accounts: onboarding → performance → retention → exit.

▪ Ensure accuracy, governance, and compliance of HR data in HRIS systems.

▪ Drive operational SLAs for HR services, including documentation, policy adherence, and query resolution.

▪ Manage and continuously improve HR SOPs, process maps, and governance frameworks.

▪ Coordinate with payroll, compliance, and finance teams for seamless HR-ops delivery.

▪ Ensure 100% statutory and regulatory compliance (PF, ESI, gratuity, labor law, etc.)



for assigned accounts.

▪ Oversee offboarding processes, including exit interviews, clearances, and knowledge transfer.

C. Client Delivery & Stakeholder Management

▪ Serve as the primary HR point of contact for allocated client accounts (internal or external).

▪ Conduct periodic business reviews with clients on HR health metrics, attrition, headcount, and compliance.

▪ Build strong client relationships and proactively anticipate HR needs aligned to client contracts.

▪ Ensure client-specific HR deliverables are met within agreed timelines and quality standards.

▪ Collaborate with account management and delivery teams to support client escalations.

D. Performance Management & Talent Development

▪ Drive the performance appraisal cycle — calibration sessions, bell curve management, and PIP governance.

▪ Identify high-potential employees and design individual development plans (IDPs).

▪ Partner with L&D; to ensure training needs are captured and fulfilled as per business requirements.

Coach managers on effective feedback delivery and performance documentation

E. Recruitment Oversight (Supervisory — Not Primary KPI)

Recruitment is a governed, supervised function within this role:

▪ Oversee the recruitment team and ensure hiring plans are executed within approved TATs and budgets.

▪ Review and approve job descriptions, offer letters, and hiring decisions at designated bands.

▪ Monitor quality-of-hire metrics and recruiter performance dashboards.

▪ Intervene strategically in senior or critical role hiring as a business partner.

▪ Ensure recruitment practices comply with organizational policies and DEI commitments.

Note:



Day-to-day recruitment execution is handled by the Talent Acquisition team. This role governs the function, not drives it.

Core Competencies

▪ HR Business Partnering & Consulting

▪ Employee Relations & Conflict Resolution

▪ HR Operations & Service Delivery Management

▪ Stakeholder & Client Relationship Management

▪ Data-Driven Decision Making & People Analytics

▪ Change Management & Organizational Development

▪ Labor Law & Statutory Compliance

Technical Skills

▪ Proficiency in HRIS platforms (Zoho People, Darwinbox, SAP SuccessFactors, or equivalent)

▪ Advanced Excel / Google Sheets for MIS and reporting

▪ Familiarity with ATS platforms for recruitment oversight

▪ Experience with engagement and performance tools

Behavioral Attributes

▪ Robust executive presence and influencing ability

▪ High emotional intelligence and empathy

▪ Proactive, solutions-first mindset

▪ Comfortable operating in ambiguity and fast-paced environments

Collaborative yet assertive — able to hold ground with leadership

EXPERIENCE & QUALIFICATIONS

▪ 5+ years of progressive HR experience, with a minimum of 3 years in an HRBP or HR Operations Lead capacity.

▪ Demonstrated experience in client-facing HR service delivery roles (BPO, KPO, IT/ITeS, or staffing environments preferred).

▪ Experience managing or supervising recruitment teams is an asset.

▪ Proven track record of managing HR for 200+ employee headcount.

▪ Strong knowledge of Indian labor laws and compliance frameworks.

▪ Swing shift compatibility is mandatory — must be comfortable working afternoon to late-evening hours.

WHAT WE OFFER

▪ Competitive salary benchmarked to industry standards

▪ Structured career progression into Senior HRBP / HR Manager / HR Head roles

▪ Direct visibility and access to senior leadership and client stakeholders

▪ Performance-linked incentive tied to KPI achievement

▪ Learning & development budget for certifications and HR tools training

▪ Collaborative, high-performance HR team culture

📌 HR Operations & Client Delivery Lead (Sahibzada Ajit Singh Nagar)
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📍 Sahibzada Ajit Singh Nagar