Role Overview
The HR Operations & Client Delivery Lead is a senior, client-facing HR professional who serves as the strategic people partner for business units and client accounts. This role is anchored in HR Business Partnering — driving workforce planning, employee lifecycle management, performance enablement, compliance, and talent development — while ensuring seamless delivery of HR services to internal stakeholders and external clients.
Recruitment sits within the scope of this role as a supervised function; the incumbent will oversee and govern the recruitment process and team without being measured on it as a primary deliverable. Instead, the core KPIs are centered on HR operations excellence, employee experience, client satisfaction, and people metrics.
- HR Business Partnering (Primary)
▪ Act as a trusted strategic HR advisor to business unit heads and client account managers.
▪ Partner with leadership to understand business objectives and align people strategies accordingly.
▪ Drive org design, headcount planning, and workforce restructuring conversations.
▪ Lead employee relations — counsel managers on performance, conflict resolution, disciplinary actions, and grievances.
▪ Conduct skip-level meetings, pulse checks, and engagement diagnostics; present actionable insights to leadership.
▪ Champion diversity, equity, and inclusion initiatives across assigned business units.
▪ Support change management initiatives, including mergers, restructures, and new client ramp-ups.
- HR Operations & Service Delivery
▪ Own the end-to-end employee lifecycle for assigned accounts: onboarding → performance → retention → exit.
▪ Ensure accuracy, governance, and compliance of HR data in HRIS systems.
▪ Drive operational SLAs for HR services, including documentation, policy adherence, and query resolution.
▪ Manage and continuously improve HR SOPs, process maps, and governance frameworks.
▪ Coordinate with payroll, compliance, and finance teams for seamless HR-ops delivery.
▪ Ensure 100% statutory and regulatory compliance (PF, ESI, gratuity, labor law, etc.) for assigned accounts.
▪ Oversee offboarding processes, including exit interviews, clearances, and knowledge transfer.
- Client Delivery & Stakeholder Management
▪ Serve as the primary HR point of contact for allocated client accounts (internal or external).
▪ Conduct periodic business reviews with clients on HR health metrics, attrition, headcount, and compliance.
▪ Build strong client relationships and proactively anticipate HR needs aligned to client contracts.
▪ Ensure client-specific HR deliverables are met within agreed timelines and quality standards.
▪ Collaborate with account management and delivery teams to support client escalations.
- Performance Management & Talent Development
▪ Drive the performance appraisal cycle — calibration sessions, bell curve management, and PIP governance.
▪ Identify high-potential employees and design individual development plans (IDPs).
▪ Partner with L&D to ensure training needs are captured and fulfilled as per business requirements.
Coach managers on effective feedback delivery and performance documentation
- Recruitment Oversight (Supervisory — Not Primary KPI)
Recruitment Is a Governed, Supervised Function Within This Role
▪ Oversee the recruitment team and ensure hiring plans are executed within approved TATs and budgets.
▪ Review and approve job descriptions, offer letters, and hiring decisions at designated bands.
▪ Monitor quality-of-hire metrics and recruiter performance dashboards.
▪ Intervene strategically in senior or critical role hiring as a business partner.
▪ Ensure recruitment practices comply with organizational policies and DEI commitments.
Note: Day-to-day recruitment execution is handled by the Talent Acquisition team. This role governs the function, not drives it.
Core Competencies
▪ HR Business Partnering & Consulting
▪ Employee Relations & Conflict Resolution
▪ HR Operations & Service Delivery Management
▪ Stakeholder & Client Relationship Management
▪ Data-Driven Decision Making & People Analytics
▪ Change Management & Organizational Development
▪ Labor Law & Statutory Compliance
Technical Skills
▪ Proficiency in HRIS platforms (Zoho People, Darwinbox, SAP SuccessFactors, or equivalent)
▪ Advanced Excel / Google Sheets for MIS and reporting
▪ Familiarity with ATS platforms for recruitment oversight
▪ Experience with engagement and performance tools
Behavioral Attributes
▪ Strong executive presence and influencing ability
▪ High emotional intelligence and empathy
▪ Proactive, solutions-first mindset
▪ Comfortable operating in ambiguity and fast-paced environments
Collaborative yet assertive — able to hold ground with leadership
Experience & Qualifications
▪ 5+ years of progressive HR experience, with a minimum of 3 years in an HRBP or HR Operations Lead capacity.
▪ Demonstrated experience in client-facing HR service delivery roles (BPO, KPO, IT/ITeS, or staffing environments preferred).
▪ Experience managing or supervising recruitment teams is an asset.
▪ Proven track record of managing HR for 200+ employee headcount.
▪ Strong knowledge of Indian labor laws and compliance frameworks.
▪ Swing shift compatibility is mandatory — must be comfortable working afternoon to late-evening hours.
What We Offer
▪ Competitive salary benchmarked to industry standards
▪ Structured career progression into Senior HRBP / HR Manager / HR Head roles
▪ Direct visibility and access to senior leadership and client stakeholders
▪ Performance-linked incentive tied to KPI achievement
▪ Learning & development budget for certifications and HR tools training
▪ Collaborative, high-performance HR team culture
Skills: hr operations,client delivery,management
