Role Summary:

We are seeking an experienced Associate Delivery Head - HRO Operations to lead large-scale HR Operations and HRO service delivery engagements for global clients, with a strong focus on the US and UK markets.

The role will be responsible for driving operational excellence, client satisfaction, business growth, transformation, governance, and service delivery across the Hire-to-Retire (H2R) spectrum.

The ideal candidate will bring deep expertise in HR Shared Services, HR Outsourcing, global delivery operations, transitions, digital transformation, and stakeholder management, along with a proven track record of managing complex, multi-country HR operations engagements.

Role & Responsibilities:

Delivery Leadership

- Lead end-to-end HRO service delivery for global clients.
- Drive operational excellence across HR service lines, ensuring achievement of SLA, KPI, quality, productivity, and compliance targets.
- Manage delivery across the Hire-to-Retire spectrum, including:
- HR Administration
- Employee Lifecycle Management
- Onboarding & Offboarding
- Benefits Administration
- Payroll Support
- HR Helpdesk / Employee Contact Center
- Workforce Data Management
- Talent Acquisition Support Operations

Client Management & Governance

- Serve as the primary delivery leader for strategic client engagements.
- Build and manage relationships with senior HR and business stakeholders.
- Lead governance reviews, operational reviews, and business performance discussions.
- Drive customer satisfaction, retention, and account growth initiatives.
- Partner with clients on operational improvements and transformation opportunities.

Transformation & Continuous Improvement

- Lead transitions, process migrations, and stabilization programs.
- Identify and implement opportunities for automation, AI-led transformation, workflow optimization,



and digital HR solutions.
- Drive process standardization and best-practice adoption across delivery teams.
- Champion Lean, Six Sigma, and continuous improvement methodologies.

Financial & Operational Management

- Own operational performance and service delivery outcomes.
- Drive productivity improvement, cost optimization, and resource utilization.
- Support account profitability and financial objectives.
- Manage operational risks, escalations, and business continuity requirements.

People Leadership

- Lead and develop large, geographically dispersed delivery teams.
- Build a high-performance and customer-centric culture.
- Drive talent development, capability building, succession planning, and employee engagement.
- Manage workforce planning, capacity planning, and leadership development initiatives.

Compliance & Risk Management

- Ensure adherence to contractual commitments, client policies, and regulatory requirements.
- Drive audit readiness, data privacy compliance, and operational controls.

Desired Experience

- 15+ years of experience in HRO, HR Shared Services, HR Operations, or HR Transformation.
- Experience managing large global delivery teams and enterprise client engagements.
- Solid exposure to US and UK clients.
- Experience with transitions, shared services, process excellence, and HR transformation programs.
- Exposure to HR technology platforms such as Workday, SuccessFactors, Oracle HCM, ServiceNow HRSD, or similar solutions is preferred.

Education

- Bachelors degree in human resources, Business Administration, Operations, or a related field.
- MBA / PGDM preferred.

Preferred Certifications

- Lean Six Sigma Green Belt / Black Belt
- Project Management Certifications
- HR Technology Certifications (Workday, SuccessFactors, Oracle HCM, ServiceNow HRSD, etc.)
- Process Excellence or Transformation Certifications

📌 Associate Delivery Head - HRO Operations (Hyderabad)
🏢 Tech Mahindra
📍 Hyderabad