About the role:
The AskHR Tier 2 Operations Manager is responsible for leading the operational delivery of Tier 2 HR Shared Services (AskHR) support. This role oversees a team responsible for resolving complex HR inquiries, executing critical employee lifecycle transactions, managing Workday inbox activities, supporting system testing initiatives, and ensuring data accuracy across HR systems. This leader will drive operational excellence, continuous improvement, and service delivery effectiveness while partnering closely with HR Technology and HR Centers of Excellence to deliver a seamless associate experience.

What you'll do: You will have an exciting opportunity to shape how 20,000+ associates experience HR Support

• Provide strategic leadership and day-to-day management of AskHR Tier 2 team, ensuring timely, accurate, and associate-focused HR service delivery across all HR systems
• Establish and maintain operational best practices that drive accuracy, consistency, compliance, and an exceptional associate experience
• Serve as the escalation point for complex or high-impact issues




• Oversee capacity planning, case distribution, workload prioritization, and service delivery performance
• Drive continuous improvement initiatives that enhance the effectiveness and efficiency of HR systems and processes
• Ensure alignment with evolving business needs and HR strategies by identifying opportunities to streamline workflows, enhance system capabilities, and improve the associate experience
• Monitor SLA performance, volume trends, and exception handling; provide actionable insights and recommendations to leadership
• Build trust-based partnerships with COEs, HRAs, and HR Technology to ensure support of defined programs; act as liaison for AskHR Tier 2 to other areas of the business
• Develop and implement change management strategies to support the successful adoption of recent processes, system enhancements, and functionality
• Effectively communicate and operationalize

📌 Manager, HR Systems Ops (Gurugram)
🏢 Gartner
📍 Gurugram