Senior HR Operations Consultant

Ernst & Young LLP ( EY India ); Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Ernst & Young LLP ( EY India ) Bengaluru seeks a Senior Consultant in PAS WKFA to drive HR operations across lifecycle and advisory services. You will lead HR case management, ensure data accuracy, and collaborate with global teams to uphold SLAs and governance. Strong stakeholder communication is essential.

The role emphasizes process excellence, governance, and rapid incident resolution within a shared services framework for a major client base.

Qualifications

• Must have 5–7 years hands-on HR operations across lifecycle and shared services.
• Experience leading daily operations, workload allocation, quality checks, escalations and SLA delivery.
• Strong knowledge of HR ticketing, case documentation, audit controls and data privacy.
• Experience with Workday or similar HCM platforms; ServiceNow HRSD experience.
• Ability to coach teams and manage stakeholder relationships.

Responsibilities

• Lead end-to-end employee lifecycle delivery across hires, transfers, changes, exits and data updates.
• Oversee HR case intake, prioritization, ownership and resolution; monitor SLA performance.
• Provide Tier 2 guidance on policy, process, lifecycle and advisory cases.
• Ensure accurate employee records, case notes, attachments, approvals and audit trails.
• Coach HR Generalists; manage daily queue and capacity risks; drive continuous improvement.
• Assist transition planning and knowledge transfer for migrated processes.

Skills

HR operations

HR case mgmt

Tier 2 support

Stakeholder mgmt

Data privacy

Workday/HR systems

ServiceNow HRSD

Education

Bachelor of Business Administration

MBA in HR / MBA

PG Diploma in HRM

Tools

Workday HCM

SAP SuccessFactors

ServiceNow HRSD

Job description

Senior Consultant - PAS WKFA - National - CNS - PC - WORKFORCE ADVISORY - Bangalore

Requisition Id: 1745326

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom. At EY, we don't just focus on who you are now, but who you can become. We believe that it’s your career and ‘It’s yours to build’ which means potential here is limitless and we'll provide you with motivating and fulfilling experiences throughout your career to help you on the path to becoming your best professional self.

The opportunity

Senior Consultant-National-PAS WKFA-CNS - PC - WORKFORCE ADVISORY - Bangalore National : National comprises of sector agnostic teams working across industries for a well rounded experience. CNS - PC - WORKFORCE ADVISORY : At EY, People Consulting professionals help clients' in strategically aligning their people agenda with broader business goals. By placing Humans@Center of the transformation journey, we help organizations drive sustainable change through the power of their workforce. Our approach enables clients to reimagine their future workforce—ensuring they have the right talent, with the right skills, in the right roles, at the right cost—ultimately turning their people strategy into a competitive advantage.

The key fields of play are:

Organization and Workforce Transformation- Integrated approach to align business and workforce strategies with current and future operating models by applying capabilities such as scenario modelling, org design, workforce planning & analytics as well as talent strategy, leveraging our proprietary, award-winning EY Organization & Talent Hub.

Change Experience & Learning - Working with clients to define the new Workforce Experience including New Ways of Working (Agile, Design Thinking, Digital, Problem Solving, Collaboration) as well as accelerated adoption through our digitally-enabled Change Experience tracked via Change Insights and Digital Learning via our EY Noggin Labs platform.

Purpose, Culture and Leadership - Align leadership and cultural programs with clients’ business strategy, purpose and operating model, adapting to the changing needs of their customers and building modern leadership and talent capabilities to drive efficiency and innovation.

HR Transformation, Systems and Rewards - Re-imagining and digitizing the HR function, including HR strategy, HR service delivery model, HR cloud technology as well as transforming employee policies and rewards to align with business and individual objectives.

Your key responsibilities

Technical Excellence Scope & Function The HR Generalist Lead will lead day-to-day delivery across employee lifecycle management, HR case management and Tier 2 HR advisory. The role will provide operational oversight, complex-case support, data stewardship, stakeholder coordination, team coaching and transition-readiness support. The role is expected to operate within defined HR policies, country process nuances, data privacy requirements and BOT governance standards, while building a stable, scalable and transferable HR Shared Services capability for a global pharma organization.

• Lead end-to-end employee lifecycle delivery across hires, transfers, job and manager changes, exits and employment-data updates, ensuring approvals, effective dates and downstream impacts are validated before execution.
• Oversee HR case intake, categorization, prioritization, ownership and resolution; monitor SLA performance, ageing, escalations and quality of case documentation.
• Provide Tier 2 guidance on policy, process, lifecycle and employee or manager advisory cases, applying defined decision rights and escalation boundaries.
• Review complex or sensitive cases, prepare concise case summaries and recommendations, and coordinate with HRBPs, payroll, reporting and sending-side process owners for resolution.
• Ensure accurate employee records, case notes, attachments, approvals, audit trails and closure rationale in HR systems and the HR helpdesk platform.
• Coach HR Generalists on case assessment, transaction accuracy, knowledge-base usage, customer communication and escalation discipline.
• Lead daily queue management and work allocation, identify capacity or service risks, and support timely redistribution of work to maintain service continuity.
• Analyse recurring defects, repeat queries, delayed approvals and service-quality gaps; recommend process, control, automation or knowledge-base improvements.
• Support transition planning, knowledge transfer, reverse-shadowing and service-readiness sign-off for newly migrated processes.
• Provide inputs to operating reviews through dashboards, ageing trends, quality checks, root-cause observations and corrective-action tracking.

Competencies Required

• Strong HR operations leadership mindset with the ability to balance employee experience, policy adherence, service controls and delivery priorities.
• High attention to detail, data accuracy and documentation discipline for audit-ready execution.
• Clear written and verbal communication, professional stakeholder follow-through and ability to manage global hand-offs.
• Ability to interpret policies, exercise judgement within defined authority and escal
• Comfort operating in a GCC or shared services model with SLAs, queues, escalations, quality reviews and governance forums.
• Ability to coach team members, structure problem solving and convert process knowledge into repeatable operating guidance.
• Sound judgement in handling confidential employee information and maintaining data privacy.

Key Skills Tools and Tech

Workday HCM / SAP SuccessFactors Employee Central; ServiceNow HRSD; policy knowledge base; reporting dashboards MUST have 5-7 years of hands‑on HR operations, GCC, GBS or shared services experience across employee lifecycle, HR case management and HR advisory / Tier 2 support; experience leading daily operations, workload allocation, quality checks, escalations and SLA delivery; strong working knowledge of HR ticketing, case documentation, employee-data confidentiality and audit controls; ability to use Workday or a comparable HCM platform for employee data lookup and transactions; ServiceNow HRSD or comparable HR helpdesk / case management workflow experience; demonstrated stakeholder management, team coaching and strong business English.

NICE to have Pharma, life sciences, GCC or regulated-industry HR operations experience; exposure to BOT, transition or knowledge-transfer environments; experience with process documentation, knowledge-base governance, dashboards, root-cause analysis or continuous improvement; awareness of data privacy, GDPR, HR compliance and audit-support requirements.

Skills and attributes

To qualify for the role you must have Qualification Bachelor of Business Administration Master of Business Administration Post Graduate Diploma in Management PG Diploma in Human Resource Management Experience HR shared services 5-7 yrs

What we look for People with the ability to work in a collaborative manner to provide services across multiple client departments while following the commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. We look for people who are agile, curious, mindful, and able to sustain positive energy, while being adaptable and creative in their approach.

What we offer

Fuelled by the brilliance of our people, EY has emerged as the strongest brand and the most attractive employer in our field, with market-leading growth over competitors. Our people work side-by-side with market-leading entrepreneurs, game-changers, disruptors, and visionaries. As an organization, we are investing more time, technology, and money than ever before in skills and learning for our people. At EY, you will have a personalized Career Journey and also the chance to tap into the resources of our career frameworks to better know about your roles, skills, and opportunities. EY is equally committed to being an inclusive employer, and we strive to achieve the right balance for our people—enabling us to deliver excellent client service while allowing our people to build their careers as well as focus on their wellbeing.