Service Delivery Leader - HRO 3

Job description

Service Delivery Leader - HRO **Ready to turn bold ideas into real-world impact?** At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. **Job Description** Responsibilities: Develop and implement strategic plans for HR outsourcing operations, aligning with organizational goals and client expectations. Lead, manage, and provide guidance to a team of HR professionals and support staff, ensuring high performance and job satisfaction. Monitor performance metrics and service level agreements (SLAs) to ensure compliance and high-quality service delivery. Collaborate with internal stakeholders to gather client requirements and provide effective HR solutions tailored to their needs. Identify opportunities for process improvements and lead initiatives to enhance operational efficiency and service quality. Stay abreast of industry trends, emerging technologies, and best practices to maintain competitiveness in the HR outsourcing sector. Ensure compliance with regulatory requirements, company policies, and industry standards while delivering HR services. In this role, you will be responsible for overall HRO operations. Focus on continuous process improvements and adaptive changes. Develop and manage effective working relationship in the organization and actively collaborate with all clients. Responsibilities - Be hands on, to ensure delivery per customer expectation along with meeting defined SLA ensure customer satisfaction. Noise free operation in a critical result - Assess actual performance against standards to resolve whether the team is on target to reach goals and take corrective actions as vital. - Constantly work to find the opportunities to drive value beyond SLA’s and contractual terms – hence be able to drive value share and Transformation opportunity. - Strategic thinking and leadership experience with an emphasis on relationship management and communication at all levels within an organization. Facilitate and coordinate multiple deadlines, create cohesive teams, and respond quickly to management requests. - Review delivery of payroll processing service, ensuring the operational aspects of payroll processing and associated activities (including Build to Gross and Gross to Net, pay processing, Post payroll validation, T&A management, and reporting) are accurate and delivered within appropriate timeframes and comply with relevant legislation. - Build and manage multi-disciplinary functions (process & technology) that can successfully operationalize the end-to-end engagement lifecycle of the Finance and Accounting operations. - Strong understanding and proven abilities of executing Global Payroll industry standards and market landscape that will determine the value proposition and competitive advantage for the shared service hub. - Actively work with Payroll Leader and internal team members in identifying and implementing the process standardization, simplification and automation opportunities, and act as a mentor/support for the teams. - Coach, mentor, train and coordinate the activities of the team. - Manage the application and monitoring of the Hub’s methodology framework, principles, and delegations. - Understand the use of data to give insights to the business. Be able to make decisions using data. - A reasonable level of excel usage is necessary. - Leadership is a key skill required to deliver HRO objectives. - Strong people management **Qualifications** Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics **Certifications** PMP - UdemyUdemy, Set of certifications from IT Infrastructure Library (ITIL) - EXINEXIN **Required Skills** Business Analysis, Business Process Management (BPM), Change Management, Customer Care, Data Literacy, Data Visualization, Employee Lifecycle Management, Hiring, Human Resources Operations, Incident Management, Information Security, Insight Generation, Negotiation, People Leadership, Recruiting, ServiceNow Platform, Stakeholder Management, Talent Acquisition, Workday Talent Management **Language** English (Required) **Language Proficiency -** Proficient - C2 **Additional Job Location -** **Job Type** Regular **Master Skill List -** HRO **Remote Type -** Office **Work Shift -** Day Job (India) **Why join Genpact?** - **Lead AI-powered transformation** – Drive innovation and solve real-world business challenges that matter - **Make an impact** – Help global enterprises solve business challenges that matter - **Accelerate your career** – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead - **Work with the best** – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day - **Thrive in a values-driven culture** – Our cour