Manager - People Services Operations

Environmental Resources Management (ERM); New Delhi; Hybrid; INR 2,600,000 - 3,800,000; Full time

Benefits offered by this job

Hybrid work model

In-office onboarding

Job summary

ERM’s Global Delivery Centre in Gurugram is seeking a People Services Team Lead to drive efficient HR operations and lifecycle administration across regions. You will lead a high-performing team, collaborate with HR Operations, Payroll, Recruitment, Finance, and Global Mobility, and ensure compliant, high-quality service delivery.

The role emphasizes data integrity, process standardization, and regional alignment, with onboarding conducted in-office before a hybrid model (2–3 days in-office).

Qualifications

• 8+ years of experience in HR Operations, Shared Services, or People Services.
• Proven ability to lead and develop high-performing teams in a fast-paced environment.
• Experience managing employee lifecycle processes including onboarding, payroll support, benefits administration, and offboarding.
• Experience working with global HR systems such as Workday or SAP HR.
• Strong stakeholder management across functions and geography.
• Excellent problem-solving, organizational, and process management skills.

Responsibilities

• Lead and manage the People Services team to ensure efficient, accurate, and timely delivery of HR administrative services.
• Monitor workloads, service levels, and performance metrics to meet business expectations.
• Provide coaching, training, and development support to People Services Administrators.
• Manage escalations and support resolution of complex employee and manager queries.
• Collaborate with HR Operations, Payroll, and Finance to ensure seamless global service delivery.
• Oversee ticket management and adherence to SLAs.

Skills

HR Operations

Shared Services

People Services

HR administration

Team leadership

Stakeholder management

Payroll support

Education

Master's degree or MBA in HR / Business Administration

Tools

Workday

SAP HR

ManageEngine

Job description

ERM is the world's largest specialist sustainability consultancy, with over 50 years of experience helping organizations 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.

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.

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.

What will you 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).

Preferred qualifications, skills & competencies

• 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.

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 a hybrid working model (2-3 days per week in office).

At ERM, sustainability is our business. We are the world's largest advisory firm focused solely on sustainability, offering unparalleled expertise across business and finance. ERM partners with clients to operationalize sustainability at pace and scale, through our unique combination of strategic transformation and technical delivery capabilities. Our diverse global team of experts works with the world's leading organizations to help them set clear sustainability targets, measure progress and operationalize strategy through deep implementation and business transformation. With more than 50 years of experience, our ability to integrate sustainability solutions and our depth and breadth of technical knowledge are why organizations choose to partner with us as their trusted advisor. Every one of us firmly believes in the potential to create value for our clients through an integrated approach to sustainability (because we have personally seen it and professionally achieved it). Our team members are passionate about client service. We work closely with our clients to help them operationalize their sustainability goals and meet their environmental, health and safety objectives while advancing ERM’s purpose through delivering tangible progress in what the United Nations coined The Decade of Action. Organizing our people across globally integrated communities of technical and strategic talent positions ERM to be a "boots to boardroom" leader in bringing that value creation to our clients, partners, and the world. We recruit exceptional professionals with a personal and professional passion for sustainability and nurture them to even greater success as specialists. We prepare our consultants to bring integrated, innovative and sustainable solutions to our clients and provide opportunities for ongoing development across a variety of subject areas related to technical, business, and personal growth. At ERM, effort pays off and becomes career defining work that leaves a positive imprint on our planet.