Business Process Outsourcing, Human Resources Shared Services, Global Capability Centers, IT Enabled Services
We are seeking an experienced Delivery Manager to lead end-to-end HR Helpdesk and Employee Services operations for a global account based in Bengaluru. This executive role operates on US Shift hours and is designated at the Delivery Manager BPO 6 level. The role demands a strategic, operational leader capable of managing high-volume, multi-channel human resource service delivery, driving technology modernization, and mentoring a multi-tiered operations team.
Key Responsibilities and Areas of Ownership: Lead and manage multi-channel HR support operations spanning voice calls, emails, web portals, chat, and automated case management workflows. Oversee the resolution of complex employee and people manager queries across the complete Hire-to-Retire lifecycle. Take full accountability for delivering on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational quality benchmarks, team productivity, and employee experience metrics. Manage case intake processes, ticket prioritization, automated routing rules, tier-level resolution paths, queue backlogs, and high-priority leadership escalations. Build, standardize, and govern knowledge management repositories, standard operating procedures (SOPs), pre-approved response templates, and decision trees. Lead operational transitions, structured knowledge transfer frameworks, system go-live milestones, and post-transition service stabilization. Directly manage managers, team leads, and front-line service delivery associates. Spearhead client governance forums, periodic operational reviews, and coordinate cross-functionally with HRIS, Global Payroll, Benefits Administration, Talent Acquisition, and Mobility verticals. Drive continuous improvement programs through self-service enhancements, virtual agents, intelligent routing, and workflow automation. Ensure strict adherence to data privacy regulations, employee identity verification protocols, statutory compliance standards, and internal or external audit readiness.
Candidate Profile and Experience Requirements: A minimum of 11+ years of overall experience, with 12 to 18 years strongly preferred. Extensive background in HR Helpdesk leadership, Employee Services management, Global HR Operations, Shared Services, or HRO delivery. Proven track record in high-volume, multi-channel employee support ecosystems. Mastery of case management systems, knowledge base administration, queue optimization, and first-contact resolution metrics. Hands-on experience in service transition, operating model design, and operational stabilization. Strong executive presence with excellence in client management, stakeholder alignment, and escalation de-escalation. Demonstrated success in large-scale team management and people leadership.
Required Technology Exposure: Experience with ServiceNow HR Service Delivery (HRSD). Hands-on exposure to Workday Help or Workday case management modules. Familiarity with Salesforce Service Cloud or equivalent enterprise service desk platforms. Knowledge of enterprise telephony, live chat solutions, intranet portals, and knowledge management software. Advanced proficiency in Microsoft Excel, operational reporting, and executive dashboard design.
Educational Background: Bachelor degree in Human Resources, Business Administration, Commerce, or a related discipline. Advanced postgraduate qualifications are preferred.
Key Responsibilities and Areas of Ownership: Lead and manage multi-channel HR support operations spanning voice calls, emails, web portals, chat, and automated case management workflows. Oversee the resolution of complex employee and people manager queries across the complete Hire-to-Retire lifecycle. Take full accountability for delivering on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational quality benchmarks, team productivity, and employee experience metrics. Manage case intake processes, ticket prioritization, automated routing rules, tier-level resolution paths, queue backlogs, and high-priority leadership escalations. Build, standardize, and govern knowledge management repositories, standard operating procedures (SOPs), pre-approved response templates, and decision trees. Lead operational transitions, structured knowledge transfer frameworks, system go-live milestones, and post-transition service stabilization. Directly manage managers, team leads, and front-line service delivery associates. Spearhead client governance forums, periodic operational reviews, and coordinate cross-functionally with HRIS, Global Payroll, Benefits Administration, Talent Acquisition, and Mobility verticals. Drive continuous improvement programs through self-service enhancements, virtual agents, intelligent routing, and workflow automation. Ensure strict adherence to data privacy regulations, employee identity verification protocols, statutory compliance standards, and internal or external audit readiness.
Candidate Profile and Experience Requirements: A minimum of 11+ years of overall experience, with 12 to 18 years strongly preferred. Extensive background in HR Helpdesk leadership, Employee Services management, Global HR Operations, Shared Services, or HRO delivery. Proven track record in high-volume, multi-channel employee support ecosystems. Mastery of case management systems, knowledge base administration, queue optimization, and first-contact resolution metrics. Hands-on experience in service transition, operating model design, and operational stabilization. Strong executive presence with excellence in client management, stakeholder alignment, and escalation de-escalation. Demonstrated success in large-scale team management and people leadership.
Required Technology Exposure: Experience with ServiceNow HR Service Delivery (HRSD). Hands-on exposure to Workday Help or Workday case management modules. Familiarity with Salesforce Service Cloud or equivalent enterprise service desk platforms. Knowledge of enterprise telephony, live chat solutions, intranet portals, and knowledge management software. Advanced proficiency in Microsoft Excel, operational reporting, and executive dashboard design.
Educational Background: Bachelor degree in Human Resources, Business Administration, Commerce, or a related discipline. Advanced postgraduate qualifications are preferred.