Director - HR Operations

Darwinbox Digital Solutions Pvt. Ltd.; India; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. in India is seeking an Operations Director to lead service center leadership and staff, ensuring SLAs and compliant delivery.

You will drive organizational efficiency, manage performance metrics, and foster cross-functional collaboration to optimize customer outcomes. The role requires applying Lean, Six Sigma, and Agile practices, plus advanced analytics and AI-driven insights to transform operations, elevate service quality, and enable scalable growth

Qualifications

• 7+ years of relevant work experience.
• 1+ year of HR service center experience.
• Ability to apply Agile methodologies and continuous process improvement practices (Lean, Six Sigma).
• Strong analytics and data-driven decision making.
• Excellent communication and leadership skills.
• Experience applying AI/analytics in HR operations is a plus.

Responsibilities

• Supervise service center leaders, analysts and staff to meet SLAs.
• Collaborate with stakeholders to identify operational improvements.
• Drive performance through data analysis and KPI oversight.
• Coach staff and build leadership capabilities.
• Oversee project initiatives and process improvements.
• Ensure governance, data quality and compliance.

Skills

Service Excellence

Agile Methods

AI & Analytics

Advanced Analytics

Leadership

Stakeholder Mgmt

Excel Proficiency

Communication Skills

Change Management

Healthcare Ops

Job description

The Operations Director is responsible forproviding direct supervision and leadership for the Service Center leaders,analysts and staff. The Operations Director will ensure all servicelevel agreements are met, and tasks are completed in an accurate, timely, efficientmanner and in full compliance with all legislative requirements and companypolicies. The Director will collaborate with key stakeholders toidentify areas for operational enhancement, develop strategies to improveperformance and ensure measurable results through extensive analysis. TheDirector is also responsible for driving organizational efficiency andexecution across multiple functional areas while complying with corporatepolicy and procedures.

Responsibilities:

Performance Reporting & Insights

• Review andanalyze metrics on an ongoing basis to help continuously improve servicecenter operations.
• Collaboratewith stakeholders to develop strategies to meet business needs and improvethe customer experience.
• Ensurestaffing and resources are prioritized by department and aligned to budget
• Partner with AVP to oversee all aspects of key performance indicators for the ServiceCenter
• Deliver coaching and guidance to improve staff performance and capabilities, create an environment that promotes team orientation and build leader confidence.
• Provide subject matter expertise and support for all service center tasks, escalations, system updates, etc. in an effort to improve processes.
• Oversee the planning and drive execution for project initiatives as needed.
• Appropriately communicate organization information through department meetings, one on one meetings, and appropriate email, and regular interpersonal communication.
• Provide oversight and direction

Operational Support & ProcessImprovement

• AppliesAgile methodologies and continuous process improvement practices, includingLean, Six Sigma, and other frameworks, to evaluate workflows, identifyinefficiencies and root causes, prioritize opportunities, and implementsustainable process and service delivery improvements.
• Leveragesadvanced analytics (e.g., predictive modeling, machine learning, data mining,prescriptive analysis, visualization), artificial intelligence (AI), andemerging technologies to forecast trends, generate actionable insights,automate and streamline processes, expand self-service capabilities, andidentify innovative solutions that enhance the employee, candidate, and HRuser experience.
• Map currentworkflows, document procedures, and recommend improvements that reduce manualeffort and improve cycle time, quality, or service.
• Trackoperational action items, follow through on open issues, and coordinate withstakeholders to ensure timely completion of deliverables.
• Supportimplementation of new tools, reporting enhancements, process controls, orbusiness initiatives through testing, documentation, and adoption activities.

Cross-Functional Partnership

• Partner withCOE’s, HRVP’s, HRIS and ITG Leaders, Managers, Employees, Vendors and otherHROC Service Group leaders.

Data Quality, Governance &Compliance

• Will utilizeGHR, Lawson, Trinisys, HRI Dashboards, Case Management, Kronos, Outlook andadhere to internal policies, confidentiality standards, and documentationrequirements while handling business information and sensitive data.

Education& Experience:

Required

7+ years of relevant workexperience

Required

1+ year(s) of experience in HRService center

Preferred

MustHave Skills

• Service andQuality Excellence: Ability to demonstrate an uncompromising commitment todelivering exceptional care to create an unmatched value proposition for ourpatients.
• EmploysEffective Methods to Improve: Ability to apply Agile methodologies andcontinuous process improvement practices, including Lean, Six Sigma, andother improvement frameworks, to evaluate workflows, identify root causes andinefficiencies, prioritize opportunities, and implement sustainableimprovements that enhance processes, operational performance, and servicedelivery.
• AI & EmergingTechnology Innovator: Ability to apply artificial intelligence (AI) andemerging technologies to uncover insights, optimize and automate processes,enable self-service capabilities, and develop innovative solutions thatimprove operational effectiveness and the employee, candidate, and HR userexperience.
• AdvancedAnalytics Designer and Interpreter: Ability to apply advanced analytics(e.g., predictive modeling, machine learning, data mining, prescriptiveanalysis, and data visualization) to uncover insights, identify trends andopportunities, inform decision-making, and drive improved business andoperational outcomes.
• Honor ourMission and Values: Ability to build trust and act with authenticity tocultivate a culture of dignity and respect.
• EffectiveDecision Making: Ability to make timely, informed decisions that is in thebest interest of our patients, employees, providers, community and HCA.
• Attain andLeverage Strategic Relationships: Ability to develop and strengthencollaborative relationships with both internal and external stakeholders toadvance the care of our patients and the growth of HCA.
• Communicatewith Impact: Ability to deliver information in a clear, concise, andcompelling manner to effectively engage others and achieve desired results.
• AchieveSuccess through Change: Ability to identify opportunities for improvement andinnovation, remove barriers and resistance, and enable desired behaviors.
• Technologyand Media Integrator: Ability to use technology and social media todrive/create high performing organizations.
• Stronganalytical and problem-solving skills, with the ability to translate datainto practical business insights.
• Advancedproficiency in Excel and presentation tools; comfortable working with largedata sets, pivots, lookups, and structured trackers.
• Strongwritten and verbal communication skills, including the ability to tailorupdates for leadership and cross-functional audiences.
• Ability toorganize work independently, manage multiple priorities, and follow throughwith a high level of accuracy and ownership.
• Provenstakeholder management skills and comfort working in a matrixed,cross-time-zone environment.

Niceto Have Skills

• Exposure toprocess improvement methodologies such as Lean, Six Sigma, or structuredproblem-solving frameworks.
• Priorexperience in healthcare, global capability center operations, sharedservices, or a highly regulated environment.

Knowledge,Skills, Abilities, Behaviors:

• Demonstratescuriosity, business acumen, and sound judgment when assessing issues andrecommending next steps.
• Showsattention to detail, ownership, and reliability in managing recurringdeliverables and follow-up actions.
• Workscollaboratively, builds trust with stakeholders, and remains responsive in aservice-oriented environment.
• Communicatesclearly, adapts to ambiguity, and remains organized while balancing multiplepriorities.
• Handlesconfidential information appropriately and upholds ethical standards inday-to-day work.