Manager - People Services Operations

erm; New Delhi; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

ERM’s Global Delivery Centre in Gurugram seeks a People Services Team Lead to steer HR operations across regions, ensuring a high-quality service experience for employees and managers worldwide.

You will lead a high-performing team, drive SLA adherence, and partner with HR Operations, Payroll, and global stakeholders to standardise processes and enhance efficiency. Onboarding is office-based, with potential hybrid work later.

Qualifications

• 8+ years of experience in HR Operations, Shared Services, People Services, or HR administration with team management experience.
• Experience leading teams in a fast-paced environment.
• Proven ability to manage employee lifecycle processes including onboarding, payroll support, and offboarding.
• Experience with global HR systems (Workday, SAP HR) and strong stakeholder management.
• Excellent problem-solving and organizational skills; customer-service mindset.

Responsibilities

• Lead and manage the People Services team to deliver HR administrative services efficiently and accurately.
• Monitor workloads, SLAs, and performance metrics to meet business expectations.
• Provide coaching and development support to team members.
• Manage escalations and resolve complex employee and manager queries.
• Collaborate with HR Operations, Payroll, and other functions for seamless global service delivery.
• Oversee ticket management and ensure adherence to SLAs and prioritization.
• Drive process standardization, documentation, and continuous improvement.
• Maintain data integrity and ensure compliance with policies and regulations.

Skills

Team leadership

HR Operations

Stakeholder mgmt

Workday

SAP HR

Onboarding

Payroll support

Process improvement

Customer service

Problem solving

Global operations

Education

MBA

Master's degree

Tools

ManageEngine

HRIS

Automation tools

Workday

Job description

ERM is the world's largest specialist sustainability consultancy, with over 50 years of experience helping organisations navigate complex environmental, social, and governance challenges. We bring together a global community of experts to deliver meaningful impact for our clients and the planet.

The Global Delivery Centre (GDC) in Gurugram is ERM's global operating backbone. It delivers business enablement services in Finance, HR, IT, and Commercial Operations to ensure ERM's global business runs seamlessly, efficiently, and consistently.

At the GDC, you will:

• Be part of a hub that ensures ERM's business continuity worldwide.
• Collaborate with colleagues across geographies to support global operations.
• Drive consistency, compliance, and efficiency in core functions.
• Work with digital, automation, and AI-enabled tools to optimise how ERM operates.
• Work in shifts where required, depending on the role. As processes mature and automation increases, reliance on shifts will reduce.

1. Why this role matters?

As a People Services Team Lead , you will support ERM's global delivery by leading the execution of HR operations and employee lifecycle processes while ensuring a consistent, high-quality service experience for employees and managers globally. You will work within the People Services team , partnering with HR Operations, Payroll, Recruitment, Finance, Global Mobility, and business stakeholders across regions to deliver accurate, compliant, and efficient people services. This role is critical to ensuring operational excellence, service quality, process standardization, and scalability of ERM's global people operations model.

2. What your impact is?

• Lead and develop a high-performing People Services team that consistently delivers excellent service and achieves operational KPIs.
• Ensure timely, accurate, and compliant processing of employee lifecycle transactions across multiple regions.
• Drive continuous improvement initiatives that enhance service delivery, efficiency, and employee experience.
• Maintain high levels of data accuracy, confidentiality, and compliance with company policies and regulatory requirements.
• Support effective workload management, SLA adherence, and resolution of escalated employee and manager queries.
• Promote collaboration across HR Operations, Recruitment, Payroll, Finance, and Global Mobility teams to ensure seamless service delivery.

3. What you'll bring:

• 8+ years of experience in HR Operations, Shared Services, People Services, or Human Resources administration, including team management experience.
• Proven ability to lead, coach, and develop high-performing teams in a fast-paced environment.
• Strong experience managing employee lifecycle processes including onboarding, contractual changes, payroll support, benefits administration, and offboarding.
• Experience working with global HR systems such as Workday, SAP HR, or similar platforms.
• Strong stakeholder management skills with the ability to partner effectively across functions and geography.
• Excellent problem-solving, organizational, and process management skills.
• Strong customer-service mindset with a commitment to delivering a high-quality employee experience.
• Ability to manage multiple priorities, meet deadlines, and work effectively within service level agreements (SLAs).

4. Preferred:

• Master's degree or MBA in Human Resources, Business Administration, or a related field.
• Experience working within a professional services organization.
• Exposure to global HR shared services or service centre environments.
• Experience supporting process improvement, automation, and continuous improvement initiatives.
• Familiarity with ticket management platforms such as ManageEngine or similar case management tools.
• Experience working with AI-enabled tools, workflow automation, or digital HR solutions.

5. Key Responsibilities:

• Lead and manage the People Services team to ensure efficient, accurate, and timely delivery of HR administrative services.
• Monitor team workloads, service levels, and performance metrics to ensure business expectations are met.
• Provide coaching, training, and ongoing development support to People Services Administrators and team members.
• Manage escalations and support resolution of complex employee and manager queries.
• Collaborate with HR Operations teams and business stakeholders to ensure seamless global service delivery.
• Oversee ticket management activities, ensuring adherence to SLAs and appropriate prioritization of work.
• Drive process standardization, documentation, and continuous improvement initiatives.
• Maintain data integrity and ensure compliance with applicable policies, procedures, and regulatory requirements.
• Support recruitment, onboarding, and operational management of People Services team members.
• Contribute directly to HR transactional activities during peak periods or when additional support is required.
• In-office during onboarding, followed by