Service Delivery Manager - HRO - Payroll & Benefits
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
Inviting applications for the role of Senior Manager-HRO The Senior Manager HR Operations is responsible for leading and driving the strategic and operational excellence of global HR services across the employee lifecycle. This role oversees critical functions including HR Data & Policy Management Employee Lifecycle Transactions HR Systems & Reporting Process Compliance U.S. Benefits Administration Performance and Compensation Management Call Center Operations and Employee Relations. The Senior Manager will establish governance frameworks standardize global processes and ensure accuracy compliance and consistency in HR service delivery. Partnering closely with HR Centers of Excellence HR Business Partners and cross-functional stakeholders this role ensures that HR operations are efficient employee-centric and aligned with business goals while fostering continuous improvement automation and data-driven decision-making. Responsibilities: - HR Data & Policy Management - Manage version control of HR documents and maintain the HR policy repository. - Update policy and procedure manuals in a timely manner; - communicate policy changes and manage employee FA Qs. - Recommend and implement continuous improvements to drive efficiency and accuracy in HR data management. - Verify and process personal data changes; - review and approve employee documentation. - Modify organization and position structures including location department supervisor shift and employment status updates. - Execute approved title and incentive plan changes; - generate supporting documentation such as letters and status change forms. - Validate and upload mass data in HR systems (staging and production environments) and resolve data errors as required. - Employee Lifecycle Transactions - Process employee lifecycle transactions including onboarding data changes transfers promotions and separations. - Track receipt of resignation letters and termination forms; - generate and process termination documents in accordance with approved templates. - Coordinate and calculate final settlements offboarding payments and related system updates. - Notify relevant stakeholders (e.g. - payroll benefits providers IT third parties) of employee status changes. - Develop and process layoff severance and death-in-service documentation per company policy and compliance requirements. - Schedule exit interviews and analyze separation data to identify trends and improvement opportunities. - HR Systems & Reporting - Maintain organized accurate and up-to-date HR data within HR systems (e.g. - Workday SAP etc.). - Support internal and external audit requests by providing required data documentation and process evidence. - Conduct periodic data quality checks and self-audits; - track and close discrepancies. - Generate recurring and ad-hoc HR reports dashboards and performance/service-level reports as per governance and compliance standards. - Support regulatory statutory and customer-specific reporting requirements. - Process & Compliance - Ensure HR operations adhere to company policy data privacy standards and local statutory requirements. - Collaborate with internal and external stakeholders (Payroll Benefits IT Audit teams) to resolve issues and streamline processes. - Participate in HR system enhancement projects testing and documentation updates. - Support continuous improvement initiatives to enhance automation efficiency and employee experience. - U.S. - Benefits Administration - Oversee end-to-end administration of U.S. - employee benefits including enrollment changes and vendor coordination. - Ensure benefits programs comply with federal and state regulations. - Partner with Benefits COE to resolve employee queries and manage open enrollment activities. - Performance Management - Manage performance review cycles including goal setting review launches and completion tracking. - Coordinate with HRB Ps and CO Es to ensure consistent implementation of performance management processes. - Provide reporting and analytics on completion rates and performance outcomes. - Compensation Management - Support annual compensation planning processes including merit increases bonus administration and pay changes. - Validate compensation data in HR systems to ensure accuracy and compliance with approval matrices. - Collaborate with Compensation COE on data preparation and reporting for compensation cycles. - Call Center Operations - Oversee HR service desk/call center performance ensuring timely and accurate resolution of employee queries. - Develop and maintain call handling scripts FA Qs and knowledge base content for consistent service delivery. - Monitor KP Is such as first-call resolution response time and employee satisfaction to drive improvement. - Employee Relations - Manage intake and triage of employee relations cases in collaboration with ER specialists and HRB Ps. - Ensure consistent application of ER policies and documentation standards. - Oversee resolution tracking case reporting and trends analysis to mitigate risk and strengthen workplace culture.
Qualifications
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
Certifications
Certified Compensation Professional (CCP) - WorkdayWorkday, Certified Employee Benefits Specialist (CEBS) - The Institute of Cost Accountans of India (ICMAI)The Institute of Cost Accountans of India (ICMAI)
Required Skills
Data Visualization, Human Resources Operations, Lean Six Sigma (LSS), Stakeholder Management, Total Rewards Strategies
Language
English
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
HRO - Payroll & Benefits
Remote Type -
Office
Work Shift -
Night Job (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
