Roles & Responsibilities:
As the Global Delivery P&C lead, nurture a trusted partner relationship, interface with the onshore Process Owners, and ensure seamless and high-quality service delivery to the member firm. The P&C lead will be accountable for managing operational, resource, and people functions to ensure high-quality and consistent service delivery. The role serves as a vital connection between Team Leads, senior leadership, and UK stakeholders, facilitating effective communication and operational excellence.
Key focus areas for the P&C service delivery lead will include:
- Guide and direct teams, ensuring their success on the role and service delivery expectations. Make high-impact decisions, and critical changes to maintain operational efficiency and strategic alignment.
- Configure, maintain, and evolve a robust Service Delivery framework for the offshore team. This will include but limited to Process Documentation, training framework, SLA management, continuous improvement framework etc.
- Agile Staffing – Exchange best practices for staffing in similar domain, build and maintain a pool of quality talent, involving aspects such as running and managing candidate selection as per process agreed with onshore Process Owners, and successful onboarding. Exchange timely feedback with stakeholders on matters concerning resources.
- Oversee the employee lifecycle from Hire to Retire which includes:
- Induction, Integration & managing statutory requirements
- Leave planning & policy updates with the team
- Identifying Learning needs for teams in liaison with the Primary Firm Process Owners
- Ensure quality delivery for onshore engagement team.
- Team engagement including Reward & recognition
- Goal setting and Performance Management
- Define Career path for the team - Design and implement clear career progression frameworks for team members, aligned with role expectations, skill maturity, and Primary Firm requirements.
- Manage Governance & Compliance - Establish and oversee robust governance mechanisms to ensure operational discipline, policy adherence, and regulatory compliance across the engagement. Ensure all policy updates, and compliance requirements are communicated clearly and implemented consistently.
- Plan and implement staff well-being initiatives, and engagement programmer to foster a positive workplace culture.
- Mentor Team Leads and their teams, encouraging participation in Go Beyond initiatives and the adoption of best practices.
The above will be undertaken in alignment with and involvement (as required) of the onshore Process Owners.
Desired Profile:
- MBA / Post Graduate Diploma in Human Resources
- 9-12 years of post-qualification work experience in Human Resources preferably in a Global Delivery environment.
Skill Set:
- Working with global stakeholders (internal / external) as a Primary contact
- Oversight of end‑to‑end processes within the people lifecycle or service area
- Strong judgement in prioritization and workload management
- Strong ability to guide, problem-solve, and respond to queries with professionalism
- Maintain the right tone, judgement, and corporate communication standards
- Experience managing small to mid-sized teams in a service delivery or professional services environment
- Ability to set expectations, monitor performance, and deliver against KPIs/SLAs
- Coaching mindset with focus on capability building and performance improvement
Confidence handling day-to-day people matters and escalating appropriately when required.
Max Budget - 40 Lacs
