Senior Manager - HR Operations

Quest Global; Bengaluru; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Quest Global is seeking an experienced leader in HR Shared Services based in Bengaluru. You will be responsible for structuring and managing the HR Ops team, ensuring all operations are efficient, accountable, and aligned with modern GCC practices.

This role requires over 15 years of experience in HR Shared Services and significant leadership experience in multinational environments. A Bachelor's degree in HR or Business Administration is essential. The company offers a comprehensive benefits package and support for continuous development.

Qualifications

• 15+ years of experience in HR Shared Services / HR Operations.
• 10+ years in a leadership role within a large multinational environment.
• Strong background in SOP development and governance.

Responsibilities

• Lead the HR Shared Services team structure and design.
• Own all HR operations SLAs and manage performance metrics.
• Develop SOPs for every HR service line and maintain audit readiness.

Skills

HR Shared Services Leadership

SOP Development

Performance Management

Stakeholder Management

SLA Management

Education

Bachelor's degree in Human Resources or Business Administration

Tools

Oracle HCM

SAP SuccessFactors

Workday

Job description

Quest Global's HR Shared Services function is at an inflection point. As the organization scales across geographies and the HR function evolves toward a GCC‑aligned operating model, we are building a leadership layer that can own and drive the operational engine of HR—end to end, every day, without requiring senior leadership intervention on tactical matters. You will be responsible for restructuring and running the HR Ops (Shared Services) team in line with how high‑performing Global Capability Centers (GCCs) operate today—clear process ownership, documented and auditable SOPs, rigorous SLA governance, and a culture of accountability that flows from the top of the team downward.

Key Responsibilities

Shared Services Restructuring & GCC‑Aligned Operating Model Design

• Lead the redesign of the HR Shared Services team structure in line with modern GCC operating principles—clear tiering, defined service ownership, scalable spans of control
• Assess the current team structure, skill sets, role clarity, and service coverage gaps; develop and execute a restructuring roadmap
• Define and implement a service catalogue with clear ownership, scope boundaries, and handoff protocols between process leads
• Establish governance frameworks, operating rhythms, and escalation hierarchies that reduce dependency on senior leadership for routine operational decisions
• Benchmark the team's operating model against leading GCC and GBS practices; continuously evolve the model as the organization scales

SLA Governance & KPI Management

• Own all HR operations SLAs across every service vertical—onboarding, offboarding, employee lifecycle transactions, BGC, payroll inputs, benefits, HR helpdesk, and compliance
• Build and maintain a real‑time KPI dashboard; drive weekly, monthly, and quarterly operational reviews with process leads and functional stakeholders
• Define SLA breach thresholds, escalation triggers, and corrective action protocols; hold process leads accountable to commitments
• Report operational performance to the Global Head of HR Operations on a periodic basis— with data, trend analysis, and recommended actions
• Own the health of all operational metrics

SOP Development, Governance & Audit Readiness

• Lead the creation, documentation, and periodic review of Standard Operating Procedures (SOPs) for every HR service line
• Ensure SOPs are accessible, version‑controlled, and actively followed
• Establish a regular SOP audit cycle; identify deviations, retrain teams, and update documentation to reflect process changes or system upgrades
• Build an internal audit calendar covering all HR service lines; conduct process audits, identify control gaps, and implement remediation plans
• Ensure HR operations maintain audit‑readiness at all times— for internal reviews, external audits, and regulatory compliance checks
• Maintain compliance documentation, data privacy protocols, and risk registers across all geographies served

Team Leadership & Performance Management

• Provide direct leadership to all process leads and team leads within HR Shared Services—this role oversees all of them
• Set clear performance expectations, conduct regular 1:1s, and manage the team's development and accountability framework
• Build team capability through structured learning plans, cross‑training, and succession planning for critical roles
• Foster a culture of ownership, precision, and continuous improvement within the team
• Manage workload distribution, capacity planning, and resource allocation across service lines and geographies

Escalation Ownership & Issue Resolution

• Serve as the single point of escalation for all operational HR issues
• Triage, investigate, and resolve escalations raised by employees, HRBPs, regional HR, or business leadership—within defined timelines
• Identify recurring issues and structurally eliminate them through process redesign, SOP updates, or team upskilling

Vendor & Third‑Party Service Management

• Monitor the day‑to‑day performance of all HR operations vendors
• Conduct structured vendor reviews; hold vendors accountable to SLAs with documented performance records
• Identify underperforming vendor relationships and drive corrective actions or elevate to the Global Head for renegotiation or replacement
• Maintain vendor documentation, contract compliance trackers, and cost‑efficiency data

Stakeholder Management & Cross‑Functional Alignment

• Act as the primary operational interface for HR Business Partners, Delivery leaders, other support functions and regional HR teams
• Represent HR Shared Services in cross‑functional forums and governance reviews; communicate with confidence on team performance and commitments
• Manage stakeholder expectations proactively—set realistic delivery timelines, communicate deviations early, and own outcomes
• Partner with the Global Head of HR Operations to provide operational input into digital transformation, automation, and HRIS initiatives

Work Experience

• 15+ years of experience in HR Shared Services / HR Operations, 10+ years in a leadership role, with a significant portion spent in a large multinational or GCC/GBS environment
• Demonstrated experience building or restructuring a Shared Services team
• Strong background in SOP development, governance, and enforcement across multiple HR service lines
• Proven SLA management experience—setting, monitoring, reporting, and recovering from SLA performance
• Experience managing a team of team leads or process leads—this role will oversee other leaders, not just individual contributors
• Exposure to multiple global regions with understanding of regional HR and compliance nuances
• Experience working with a wide and diverse stakeholder landscape—Business leaders, HRBPs, Finance, Legal, external vendors
• Familiarity with enterprise HRIS platforms (Oracle HCM, SAP SuccessFactors, Workday or equivalent)
• Bachelor's degree in Human Resources, Business Administration, or related field