Senior Manager / AGM - HRO Delivery

Golden Opportunities; Mumbai; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Golden Opportunities is seeking a seasoned Delivery Leader to guide global HR Shared Services with Hire-to-Retire expertise. The role requires 14+ years in HRO delivery, strong governance, and executive stakeholder management, to drive transformation and cost optimization.

Lead end-to-end delivery across geographies, collaborate with cross-functional teams, and ensure readiness of delivery personnel to support growth and customer needs.

Qualifications

• 14+ years of progressive experience in HRO/Global BPO environments with delivery leadership.
• Lead end-to-end HR Shared Services delivery across global Hire-to-Retire processes.
• Establish governance frameworks for operational excellence, accountability, compliance, and predictable service outcomes.
• Customer & Stakeholder Management: build trusted partnerships with client stakeholders.
• Provide executive-level delivery oversight through governance reviews and performance reporting.
• Define Cognitive HR Operations roadmap by integrating automation, analytics, AI, and Agentic AI capabilities.
• Drive process simplification, standardization, and digitization initiatives to improve experience and cost.
• Workforce & Talent Leadership: staffing strategy and talent management for the account.
• Ensure onboarding, training, and readiness of delivery teams.
• Own account-level financial performance including revenue realization, margin, and cost optimization.
• Identify opportunities for account expansion and value creation.
• Risk, Compliance & Controls: ensure data privacy and HR policy adherence.

Responsibilities

• Lead end-to-end HR Shared Services delivery across global Hire-to-Retire processes.
• Establish governance frameworks that drive operational excellence and predictable service outcomes.
• Act as the primary delivery leader for customer engagements with executive stakeholders.
• Provide governance reviews, performance reporting, and continuous improvement recommendations.
• Define and execute the Cognitive HR Operations roadmap with automation and AI capabilities.
• Drive process simplification, standardization, and digitization initiatives.
• Own workforce planning, staffing strategy, and talent management for the account.
• Ensure onboarding, training, and readiness of delivery teams to support growth and customer requirements.
• Oversee account-level financial performance including revenue realization and cost optimization.
• Identify opportunities for account expansion and value creation through transformation.

Skills

HRO Operations

Global HRO

Hire to Retire

RPA

AI/ML Solutions

Digital Transformation

Leadership

Governance

Education

MBA

Bachelor's degree

Tools

Workday

ERP systems

Job description

• Work Model: Work from office
• Candidate Expectation Total work experience of 14+ years of Global HRO delivery.
• Experience in delivery management roles, with a proven track record of delivering results in a fast-paced environment.
• Strong leadership and team-building skills.
• Proficiency in cross-functional collaborationExcellent communication and interpersonal abilities.
• Proficiency in delivery management software and ERP systems.
• Analytical thinking and problem-solving skills.
• Ability to thrive in a dynamic, constantly evolving environmentFlexible with Global work timings.
• Qualification: Any graduateMinimum 15 years education, Bachelor s degree, MBA or equivalent from a reputed institution.
• Preferred candidate Industry Outsourcing/BPO/KPO/Management consulting/GCC/GBS

Job Description:

• 14+ years of progressive experience in Human Resources Outsourcing (HRO), HR Shared Services, or Global Business Services environments, with demonstrated success in leading large-scale global delivery operations.
• Delivery LeadershipLead end-to-end HR Shared Services delivery across global Hire-to-Retire processes, ensuring consistent achievement of service levels, operational targets, quality standards, and customer satisfaction objectives.
• Establish and maintain robust governance frameworks that drive operational excellence, accountability, compliance, and predictable service outcomes.
• Customer & Stakeholder ManagementAct as the primary delivery leader for customer engagements, building trusted partnerships with client stakeholders and positioning the organization as a strategic HR transformation partner.
• Provide executive-level delivery oversight through governance reviews, performance reporting, business insights, and continuous improvement recommendations.
• Transformation & Cognitive OperationsDefine and execute the roadmap for Cognitive HR Operations by integrating automation, analytics, artificial intelligence, and Agentic AI capabilities into service delivery models.
• Drive process simplification, standardization, and digitization initiatives that improve employee experience, operational efficiency, quality, and cost performance.
• Workforce & Talent LeadershipOwn workforce planning, staffing strategy, capability development, succession planning, and talent management activities across the aligned account.
• Ensure timely onboarding, training, and readiness of delivery teams to support business growth and evolving customer requirements.
• Financial & Commercial Accountability.
• Own account-level financial performance, including revenue realization, margin management, productivity improvements, and cost optimization initiatives.
• Identify opportunities for account expansion, service transformation, and value creation through continuous innovation.
• Risk, Compliance & Controls.
• Ensure delivery compliance with customer contractual obligations, internal governance standards, audit requirements, data privacy regulations, and applicable HR policies.
• Proactively identify and mitigate operational risks while driving a culture of continuous process and control improvement.
• Key skills:Mandatory: HRO Operations, hire to retire, Global HRO, Workday, HRO Service delivery, Transformation, HR, HRO, RPA, Digital Transformation, AI/ML SolutionsGood to Have: Lean six Sigma, Process Excellence