Key Skills and Competencies

• Strong customer service orientation with attention to detail and quality
• Excellent verbal and written communication with tact and diplomacy
• Critical thinking and proactive problem‑solving capability
• Ability to prioritize and perform effectively in a fast‑paced environment
• Empathetic listening and proactive customer care mindset
• Strong decision‑making and stakeholder coordination skills
• Proficiency in MS Office (Word, Excel, Powerpoint)

͏Role and Responsabilities

Service Delivery & Client Management

• Act as the primary point of contact for managing regional service delivery in line with Client standards and contractual SLAs.
• Own overall delivery accountability for the delivery centre, ensuring consistent, timely, and high‑quality outcomes.
• Build and maintain a strong client relationship, ensuring transparency, responsiveness, and confidence in service delivery.
• Manage escalations effectively, including escalation to the Client GPS Manager for critical, time‑sensitive issues requiring local or regional operational expertise.

Operational Leadership & SME Oversight

• Function as a hands‑on resource and Subject Matter Expert (SME) across in‑scope processes and critical activities.
• Monitor day‑to‑day operational performance and proactively resolve issues and bottlenecks impacting delivery.
• Enable teams to troubleshoot operational challenges and ensure adherence to agreed processes and policies.
• Conduct regular operational calls to address team questions, clarify processes, and reinforce best practices.

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• Process Governance & Documentation

  • Ensure all process documentation is accurate, current, and compliant with process, system, or regulatory changes.
  • Ensure documentation updates are completed within agreed SLAs and governance parameters.
  • Maintain internal calibration across Process Owners to ensure standardization and consistency of delivery.

  Continuous Improvement & Quality Management

  • Drive process improvement, optimization, and transformation initiatives, ensuring alignment with business objectives.
  • Conduct root cause analysis (RCA) for errors or service issues and define corrective and preventive actions.
  • Ensure learnings from RCA are embedded into team practices to prevent recurrence.
  • Enforce quality standards and governance controls across all processes.

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• Reporting & Governance

  • Prepare and present monthly, quarterly, and annual reviews, covering:
  • SLA performance and trends
  • Key risks, issues, and mitigation actions
  • Operational accomplishments and progress updates
  • Strategic insights and recommendations
  • Provide structured, data‑driven updates to internal and client stakeholders.

  People Management & Talent Development

  • Provide end‑to‑end people management, including performance management, engagement, talent retention, and recognition.
  • Conduct regular 1‑on‑1s, daily huddles, and team meetings to drive accountability and engagement.
  • Create and execute individual development plans, Training Needs Identification (TNI), and performance improvement plans.
  • Foster a culture of ownership, continuous learning, and delivery excellence.

E͏xperience

6 yrs to 8 yrs of overall experience

• Proven experience in HR Operations, Shared Services, or Service Delivery environments
• Demonstrated experience managing SLAs, escalations, and client‑facing delivery
• Strong people management and process improvement experience, with exposure in documentation preferred
• Hands‑on experience in client management, including engagement, communication, and issue resolution

Relevant Experience:

1) Customer Service
2) Consulting
3) ITES/Aviation/Hospitality
4) Client Management/End Client interaction
5) HRO domain Experience

Mandatory Experience:

**Workday Experience preferred
**HR Operations Experience preferred
** Case management platform
**HR Lifecycle Management