Job Title
Function
Senior Manager – GPO Operations
Human Resources – HR Operations / HR
Shared Services
Level
Reporting To
Senior Manager
[Head – HR Operations]
Location
Work Pattern
[Mumbai or as applicable ]
[as applicable]
Team Size
Role Type
Full-time | Individual Contributor (as
applicable)
2. Role Purpose
Global GPO leadership for assigned HR processes by defining the global process vision,
driving standardization across geographies, governing process performance, and leading
transformation to deliver scalable, compliant, and business-aligned outcomes. Lead end-to
end HR Operations / HR Shared Services delivery across the employee lifecycle (Hire-to
Retire), ensuring an employee-centric experience, robust governance, compliance, and
measurable service performance. The role owns operational excellence through
standardized processes, effective case management, data integrity, technology enablement
(HRIS/HRSD), and continuous improvement/automation while partnering with HRBPs,
COEs, Payroll, Finance, IT and external vendors. In addition, the role provides
3. Scope & Coverage
• Employee lifecycle transactions: onboarding, internal moves, data changes, promotions,
transfers, separations and final settlements.
• Employee query resolution via HR helpdesk / case management with defined SLAs and
escalation paths.
• HR data, policy and compliance governance (privacy, audit readiness, statutory and
client/customer requirements).
• HR systems enablement and reporting: HRIS master data, dashboards, and operational
analytics.
• Operational excellence: process standardization, controls, automation (RPA/GenAI
where relevant), and knowledge management.
4. Key Responsibilities
4.1 Service Delivery & Employee Experience
• Own HR Operations service delivery for defined geographies/business units; ensure
consistent, high-quality support aligned to SLAs/KPIs.
• Act as escalation point for complex HR cases; drive timely resolution and clear
stakeholder communication.
• Build and maintain a knowledge base (FAQs, scripts, SOPs) to improve first-contact
resolution and deflection to self-service.
• Partner with HRBPs/COEs to ensure policy-consistent, equitable employee experience
across lifecycle events.
• As Global GPO, establish globally consistent service design principles, customer
journeys, and service standards across locations and delivery teams.
4.2 Employee Lifecycle Transactions (Hire-to-Retire)
• Lead processing of lifecycle transactions (new hire set-up, job/comp changes, transfers,
LOA, exits) with accuracy and control.
• Ensure completeness of documentation, approvals and audit trails; coordinate with
Payroll/ Benefits/IT for downstream actions.
• Oversee separations including resignations, terminations, severance documentation and
final settlement coordination.
• Identify trend drivers (rework/defects/backlogs) and implement corrective actions.
• As Global GPO, define global process taxonomy, process maps, standard operating
procedures, controls, and policy interpretations for Hire-to-Retire activities across
regions.
4.3 HR Data, HRIS & Reporting
• Maintain HR master data integrity in HRIS (e.g., Workday/SAP/Oracle/SuccessFactors)
and downstream systems; perform periodic data quality checks.
• Own operational dashboards and reporting (volume, TAT, SLA, CSAT, defect rates,
productivity) and provide insights to leadership.
• Support internal/external audits by providing evidence, process documentation, and
data extracts; close audit actions on time.
4.4 Governance, Risk, Controls & Compliance
• Define and enforce SOPs, controls and compliance with labor/statutory requirements,
data privacy and information security policies.
• Establish governance forums (daily/weekly/monthly) to review performance, risks,
escalations, and improvement roadmap.
• Manage third-party/vendor performance (background checks, benefits providers, HR
platforms) including SLAs and commercials where applicable.
• As Global GPO, it will govern global process compliance, control effectiveness, and
policy adherence by reviewing regional deviations, approving standard exceptions, and
driving harmonization.
4.5 Continuous Improvement, Automation & Transformation
• Drive Lean/Kaizen based improvements to reduce cycle time, errors and manual effort;
standardize processes across regions.
• Lead digitization and automation initiatives (case management workflows, self-service,
RPA, analytics) in collaboration with IT and HR Tech.
• Document process changes, run UAT/testing for enhancements, and support change
management, training and adoption.
• As Global GPO, own the global process roadmap, prioritize transformation initiatives,
and benchmark process maturity, controls, and service outcomes across markets.
4.6 People Leadership & Capability Building
• Lead, coach and develop HR Operations teams; set goals, manage performance, and
build a customer-centric culture.
• Ensure staffing, skill mix and capacity planning to meet demand fluctuations; manage
roster/coverage and productivity targets.
• Create succession and cross-skilling plans; drive compliance training and domain
refreshers.
4.7 Stakeholder & Client Management
• Partner with HR Leadership, HRBPs, COEs and business leaders to align HR Ops
deliverables to business priorities.
• Manage senior stakeholder communication, present performance reviews and
improvement cases with data-backed narratives.
• For outsourced/managed service setups: support transitions, stabilization, and ongoing
service deliv ery governance.
• As Global GPO, engage with global process owners, regional HR leaders, COEs, and
technology teams to align process strategy, resolve cross-market issues, and drive
enterprise-wide process consistency.
5. Success Measures (KPIs)
• SLA adherence (% within TAT) and backlog health (aging, burn-down).
• First-contact resolution (FCR) and case reopen/rework rate.
• Accuracy/defect rate on lifecycle transactions and payroll-impacting changes.
• Employee satisfaction (CSAT/NPS) for HR Services.
• Automation/digital adoption (self-service deflection, % straight-through processing).
• Audit/compliance outcomes (zero critical findings; on-time closure of actions).
• Cost per transaction / productivity (transactions or cases per FTE) and
attrition/engagement within team.
6. Qualifications & Experience
• Education: Graduate in any discipline; MBA/PG in HR is preferred.
• Experience: 12–18+ years in HR Operations/HR Shared Services/Employee Services in a
large-scale environment (BPM/ITeS/GBS preferred).
• Strong understanding of end-to-end Hire-to-Retire processes, HR policies, employee
data management, and service delivery governance.
• Hands-on exposure to HRIS/HR tech (e.g., Workday/SAP/Oracle/SuccessFactors) and
case management/HR Service Delivery platforms (e.g., ServiceNow HRSD).
• Proven people leadership experience (managing managers/leads; multi-location teams)
and stakeholder management across geographies.
7. Skills & Competencies
7.1 Functional / Technical
• HR Service Delivery / HR Shared Services operating model; SLA/KPI design and
governance.
• Case management, knowledge management, and self-service design.
• Advanced reporting/analytics: Excel (pivots), Power BI/Tableau (preferred), and data
storytelling.
• Process excellence: Lean/Six Sigma/Kaizen; SOPs, controls and risk management.
• Vendor management and contract/SLA management (where applicable).
7.2 Behavioral / Leadership
• Strong customer orientation with ability to resolve escalations calmly and decisively.
• Executive communication and influencing skills; ability to negotiate trade-offs and align
stakeholders.
• Structured problem solving; ability to identify root causes and implement sustainable
fixes.
• Change leadership: driving adoption for process/technology changes.
• High integrity and confidentiality with strong compliance mindset.
8. Key Interfaces
• Internal: HRBPs, COEs (C&B, Talent, ER), Payroll, Finance, IT/HR Tech, Legal,
Risk/Compliance, Business Leaders.
• External: Benefits vendors, background check providers, HR platforms, auditors, and
service partners..
RoleLead
Qualifications
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