Delivery Excellence Lead - HRO

Mumbai, Kolkata and Bangalore

Job Summary The Delivery Excellence Lead drives operational excellence, quality, transformation, automation, risk management and business value realization across Human Resource Outsourcing (HRO) accounts. The role partners with account leadership, operations teams and clients to improve delivery performance, strengthen governance, enhance employee and manager experience, and accelerate digital and AI-led transformation.

Primary Responsibilities

- Lead delivery excellence and operational transformation initiatives across multiple HRO accounts and process towers.
- Conduct value discovery and project identification workshops and develop continuous improvement roadmaps aligned to account and client priorities.
- Lead and mentor Lean Six Sigma, process improvement and transformation initiatives to deliver measurable business value, productivity, quality and experience improvements.
- Identify and drive automation, analytics, AI and digital transformation opportunities across HRO operations.
- Deploy and sustain Quality Management Systems and applicable ISO/CMMI practices across supported accounts.
- Drive proactive risk identification through the No Surprise framework and ensure timely mitigation and closure.
- Monitor SLAs, KPIs, operational controls and business outcomes; ensure robust root cause analysis and corrective and preventive actions for performance misses.
- Strengthen quality governance, control frameworks, process adherence and audit readiness.
- Support transition, stabilization and process standardization initiatives across HRO engagements.
- Build organizational capability in Lean Six Sigma, quality tools, analytics, automation and digital transformation.
- Engage effectively with clients and internal stakeholders to ensure delivery excellence initiatives are deployed, adopted and recognized.
- Develop and present performance dashboards, insights, transformation progress and value outcomes to senior stakeholders.





Critical Success Factors

- Excellent communication, facilitation and presentation skills.
- Strong analytical capability with a data-oriented and structured problem-solving approach.
- Client and senior stakeholder management skills, with the ability to influence outcomes.
- Program management and change management capability.
- Attention to detail and a robust focus on quality, risk and governance.
- Assertive, self-driven and comfortable challenging the status quo constructively.
- Ability to operate effectively across global, multi-process and cross-functional teams.

Education and Certifications

- Graduate in any discipline; a relevant postgraduate qualification is preferred.
- Lean Six Sigma Black Belt certification is mandatory; Master Black Belt certification is preferred.
- PMP, Agile, Quality Management, Data Analytics, Automation, AI or Digital Transformation certifications are advantageous.

Experience Requirements

- Overall 12-15+ years of work experience, with strong expertise in business problem-solving and delivery of measurable value to clients and internal stakeholders.
- Minimum 5 years of experience in Delivery Excellence, Operational Excellence, Transformation, Quality, Risk or Continuous Improvement roles.
- Strong HRO domain experience across one or more areas such as Hire-to-Retire, Talent Acquisition, Onboarding and Offboarding, Payroll, Time and Attendance, Workforce Administration, Master Data Management, Benefits Administration, Employee Helpdesk or HR Shared Services.
- Demonstrated experience in practical application of Lean Six Sigma, automation, analytics, AI or digital transformation.
- Experience in client-facing governance, quality management, audit, compliance and control framework deployment within large-scale HRO operations.
- Experience in HRO transition, stabilization or transformation programs is preferred.

Work Requirements

- Willingness to work across time zones or shifts based on business requirements.
- Willingness to travel to client or organizational locations when required.

📌 Delivery Excellence Lead - HRO (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru