Job Requirements*
- Bachelor's / master's degree in any discipline.
- 7–10 years of HR Operations / Shared Services experience supporting international geographies.
- Hands-on experience in ServiceNow or similar ticketing tools.
- Strong understanding of HR processes, compliance, and documentation standards.
- Exceptional attention to detail, proofreading, and quality control skills.
- Ability to manage high volumes of tasks while ensuring accuracy and timeliness.
- Strong critical thinking, problem-solving, and decision-making skills.
- Excellent written and spoken English communication skills; ability to manage diverse stakeholders.
- Proven ability to manage and motivate teams in a fast-paced, global environment.
- Excellent communication, stakeholder management, and problem-solving skills.
- High attention to detail, quality control, and compliance mindset.
- Flexibility to work in 24x7 shifts and extended hours as required. Ready to work in US shift
Key Responsibilities*
1.Team Leadership and Management:
- Lead, mentor, and manage a team of 15+ resources, ensuring high performance, engagement, and professional development.
- Allocate tasks, monitor progress, and drive accountability across the team to meet operational goals.
- Foster a culture of collaboration, innovation, and continuous improvement.
- Performance management experience and yearly rating and performance evaluations
2.Service Delivery and Operations Management:
- Oversee the end-to-end delivery of services across key HRO domains such as:
- Global Benefits
- Total Rewards
- Invoice Processing
- Wellbeing Benefits
- Global Mobility
- Ensure compliance with SLAs, KPIs, and other performance metrics, driving operational excellence and accuracy.
- Continuously identify and implement process improvements to enhance efficiency and client satisfaction.
3.Client and Stakeholder Management:
- Build and maintain strong relationships with global clients and internal/external stakeholders.
- Act as the primary point of contact for escalations and strategic discussions, ensuring client expectations are exceeded.
- Provide regular updates, insights, and reports to stakeholders on service delivery performance.
4.Technical Expertise:
- Utilize and manage HRO systems like Workday, Darwin, and ServiceNow to streamline operations and ensure seamless service delivery.
- Stay updated on the latest trends and functionalities in HRO technologies to provide innovative solutions.
5.Strategic Planning and Execution:
- Collaborate with leadership to develop and execute strategic plans for service delivery and team development.
- Drive initiatives to expand service offerings and align them with organizational goals.
Domain
- 5-7 years of experience in HR Operations
- Strong proficiency in Advanced Microsoft Excel
- Knowledge of data gathering and reporting tools like Tableau & Cognos
- Basic Knowledge of Workday Reports
- Deep understanding of SLAs and KPIs and a track record of achieving or exceeding them.
- Global Stakeholder Management
- Process Improvement and Compliance
Soft Skills
- Client Management: Exceptional skills in client and stakeholder engagement, with a proven ability to handle complex relationships and escalations effectively.
- Leadership: Demonstrated ability to lead and motivate large teams, with a focus on performance management and team growth.
- Analytical Ability: Strong problem-solving skills with the ability to analyze data, generate insights, and drive informed decisions.
- Interpersonal Skills: Excellent communication, negotiation, and conflict-resolution skills.
- Team Management
