- Lead and manage day-to-day HR Shared Services HRO operations and ensure smooth service delivery.
- Directly manage a team of approximately 10 to 15 members, including work allocation, performance monitoring and team development.
- Own and monitor SLAs, KPIs and operational governance for the HR Shared Services function.
- Act as a key point of contact for clients and internal stakeholders, ensuring timely resolution of operational issues and escalations.
- Handle client escalations, conduct Root Cause Analysis RCA, and drive Corrective and Preventive Actions CAPA.
- Oversee HR operational activities including employee data changes, employment contracts, recruitment coordination and compensation and benefits administration.
- Coordinate with different HR functions and stakeholders to ensure timely completion of employee lifecycle activities.
- Maintain high standards of service quality, process compliance and operational effectiveness.
- Provide functional guidance on HR technology platforms such as SuccessFactors; deep technical expertise is not required.
- Demonstrate strong people management,
leadership, stakeholder management and communication skills in a client-facing environmentRole & responsibilities
Preferred candidate profile
- 12-15 years of experience in HR Shared Services / HRO Operations.
- Currently at Team Lead / Assistant Manager level.
- Must directly manage a team of around 1015 members.
- Strong in SLA/KPI management, service delivery, client handling, escalations and people management.
- Exposure to RCA, CAPA, employee data, contracts and compensation & benefits.
- Excellent English communication and stakeholder-management skills.
- Functional knowledge of SuccessFactors preferred.
- Candidates from large HR Shared Services environments such as Infosys, Wipro, TCS, Cognizant, Accenture or Genpact preferred.
- Career stability is significant. Candidates with frequent job changes will not be considered.