Role Summary:
Leads a team of Associates, Senior Associates and Team Leaders overseeing daily operations. Provides overall leadership for the tower function, setting direction, KPIs, and transformation goals. Oversees escalations and cross-functional initiatives, ensures compliance with legal and organizational requirements, and drives efficiency through automation and innovation. Acts as a strategic partner to HR leadership and business leaders, building trust and enabling workforce effectiveness.
Role Responsibilities –
- Lead the team, ensuring efficient delivery of HR operations across multiple processes.
- Define team objectives, KPIs and SLAs aligned with organizational goals.
- Oversee escalations, complex cases, and cross-functional HR data initiatives.
- Partner with HR leadership, business leaders, and IT to streamline processes and enhance HR systems.
- Partner with client stakeholders to identify the challenges, roadblocks & pain areas and provide them the glidepath to address the concerns
- Drive continuous improvement, automation, and transformation initiatives leading to
- Should be able to gather inferences from performance metrics and provide actionable insights to the leadership and customer
- Independently drive the monthly / quarterly business reviews with client stakeholders
- Ensure timely closure of action items discussed with client
- Proactively identify the operational risk areas
- Contingent planning to address any exigencies
- Proactively identify the process areas for cross skilling to address any con
- Ensure optimum utilization of resources
- Ensure compliance with data privacy, labor laws, and audit requirements.
- Manage workforce planning, resource allocation, and team performance management.
- Provide strategic input on HR operations and contribute to organizational HR projects.
Qualification –
- Minimum 8-12 years’ work experience within HR operations, pre-dominantly with Employee Lifecycle Data Change Administration and Employee Onboarding
- Bachelor’s degree (Any Stream)
- Demonstrate ability and integrity when working with confidential data
- Excellent communication (verbal and written), organizational, and coordination skills
- Strong service orientation with demonstrated desire and willingness to serve the team and its customers
- Ability to take initiative; be proactive without waiting for direction; strong sense of personal accountability
- Pr oven leadership experience managing large HR operations teams.
- Expertise in HR systems (SAP SuccessFactors, HRIS platforms) and data governance
- Strong project management and transformation/automation experience
- Excellent analytical, problem-solving, and decision-making skills
- Ability to influence senior stakeholders and drive organizational change.
