Job Summary

We are looking for an experienced HR Shared Services Manager to lead our Offer Management, Pre-boarding, Onboarding, Background Verification and Offboarding operations.

The role will be responsible for delivering accurate, timely and employee-centric services while transforming employee lifecycle processes through technology, automation, analytics, strong governance and continuous improvement.

The ideal candidate will combine hands-on HR operations expertise with a digital and transformation mindset to help build a scalable, efficient and next-generation HR Shared Services model.

Key Responsibilities

- Lead end-to-end operations for Offer Management, Pre-boarding, Onboarding, Background Verification and Offboarding.

- Ensure achievement of defined SLAs, turnaround times, quality standards and compliance requirements.

- Manage operational volumes, case backlogs, escalations, exceptions and stakeholder queries.

- Improve candidate, new-joiner, employee, manager and former-employee experience across key lifecycle moments.

- Standardize processes, SOPs, service catalogues, RACI matrices, controls and escalation mechanisms.

- Identify and implement opportunities for process simplification, automation and digital self-service.

- Leverage HR technology, workflow tools, case-management solutions, dashboards, RPA, AI and low-code platforms to improve service delivery.

- Partner with Talent Acquisition, HR Business Partners, HR Technology, Payroll, IT, Finance, Legal and other teams to ensure seamless process handoffs.

- Manage background verification vendors, including SLA performance, ageing, discrepancies, escalations and compliance.

- Develop dashboards and management reports covering service performance, quality, productivity, experience and risk.

- Conduct root-cause analysis and lead corrective, preventive and continuous-improvement initiatives.

- Ensure audit readiness, data privacy, appropriate access controls and adherence to organizational policies.

- Manage vendor governance,



operational expenses and opportunities for cost or productivity improvement.

- Lead, coach and develop the HR Shared Services team, building capability in technology, analytics, controls and process improvement.

- Support process transitions and develop a roadmap for the future evolution of employee lifecycle services.

Key Performance Indicators

- SLA and turnaround-time achievement

- Offer accuracy and first-time-right percentage

- Onboarding completion and Day One readiness

- Background verification turnaround time and case ageing

- Offboarding and exit-clearance completion

- Reduction in backlogs, rework and escalations

- Candidate and employee satisfaction

- Audit and compliance performance

- Vendor service quality

- Automation and self-service adoption

- Productivity and cost improvement

Qualifications and Experience

- Graduate degree in Human Resources, Business Administration, Management or a related discipline.

- Postgraduate qualification or MBA in Human Resources is preferred.

- 7-10 years of experience in HR Operations, HR Shared Services or employee lifecycle management.

- At least 2-3 years of team-management or operations-leadership experience.

- Strong experience in Offer Management, Onboarding, Background Verification and/or Offboarding.

- Demonstrated exposure to process transformation, automation, HR technology or service-delivery optimization.

- Experience managing vendors and working with cross-functional stakeholders.

- Experience in high-volume or multi-location operations will be an advantage.

Required Skills

- HR Shared Services and employee lifecycle operations





- Process governance, controls and audit readiness

- HR technology, workflow automation and digital self-service

- Operational excellence and continuous improvement

- Data analytics, dashboards and management reporting

- Vendor and stakeholder management

- Escalation and risk management

- Project and change management

- Customer-centric service delivery

Technology Exposure

Exposure to one or more of the following is desirable:

- Enterprise HCM or HRIS platforms

- Case-management or ticketing platforms

- Workflow and low-code automation tools

- Robotic Process Automation

- E-signature and digital-document solutions

- HR portals, chatbots and knowledge-management platforms

- Business-intelligence and dashboarding tools

- AI-enabled HR productivity or service-delivery solutions

Specific platform experience is valuable; however, the key expectation is the ability to identify business problems, simplify processes and use the appropriate technology to deliver measurable improvements.

Ideal Candidate Profile

You are a hands-on HR operations leader who can manage critical daily services while building future-ready capabilities. You are comfortable working with operational metrics, escalations, vendors, technology teams and senior stakeholders.

You bring a robust customer orientation, an eye for controls and a passion for using technology and data to make HR services simpler, faster, more reliable and more employee-centric.

Role: Shared Services,

Industry Type: Telecom / ISP,

Department: Human Resources,

Employment Type: Full Time, Permanent

Role Category: HR Operations

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

Skills highlighted with ‘‘ are preferred keyskills administration aianalyticsautomationautomation toolsbackground verificationcapability buildingchange managementcompliancecustomer orientationdashboardingdata analyticsdata privacyemployee lifecycle management

📌 Sr Manager - HR Shared Services (Pune)
🏢 Tata Communications
📍 Pune