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- Location Mohali, Punjab —
- On-Site

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- Shift Night Shift

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- Department Human Resources &
- People Operations

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- Reports To HR Director / Head of HR

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- Employment Type Full-Time, Permanent

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Experience Required 5+ Years in HR Operations / HRBP roles

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Education MBA –

- HR / PGDM (HR) or equivalent postgraduate degree

Role Overview The HR Operations &

- Client Delivery Lead is a senior, client-facing HR professional 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.
- HR Business Partnering (Primary)

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

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

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

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

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

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

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

- HR Operations &
- Service Delivery

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

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

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

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- Manage and continuously improve HR SOPs, process maps,



and governance frameworks.

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

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- Ensure 100% statutory and regulatory compliance (PF, ESI, gratuity, labor law, etc.) for assigned accounts.

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

- Client Delivery &
- Stakeholder Management

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

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

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

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

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

- Performance Management &
- Talent Development

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

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

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- 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
- 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.

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

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

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

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- 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

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- HR Business Partnering &
- Consulting

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- Employee Relations &
- Conflict Resolution

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- HR Operations &
- Service Delivery Management

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- Stakeholder &
- Client Relationship Management

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- Data-Driven Decision Making &
- People Analytics

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- Change Management &
- Organizational Development

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- Labor Law &
- Statutory Compliance

Technical Skills

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

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- Advanced Excel / Google Sheets for MIS and reporting

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- Familiarity with ATS platforms for recruitment oversight

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Experience with engagement and performance tools

Behavioral Attributes

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- Solid executive presence and influencing ability

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- High emotional intelligence and empathy

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- Proactive, solutions-first mindset

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- 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.

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

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Experience managing or supervising recruitment teams is an asset.

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

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- Strong knowledge of Indian labor laws and compliance frameworks.

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

What We Offer

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- Competitive salary benchmarked to industry standards

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

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- Direct visibility and access to senior leadership and client stakeholders

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- Performance-linked incentive tied to KPI achievement

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- Learning & development budget for certifications and HR tools training

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- Team-oriented, high-performance HR team culture

Skills: client delivery,management,hr operations

📌 HR Operations & Client Delivery Lead (India)
🏢 Virtual Admins
📍 India