Service Delivery Leader - HRO 3

Genpact; Gurugram District; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

Genpact in India is seeking a Service Delivery Leader to guide HR outsourcing operations, aligning plans with client expectations and organizational goals. You will lead a team of HR professionals, monitor SLAs, and drive process improvements to deliver high-quality HR services.

The role requires strong analytics, stakeholder management and experience across HR operations. This hybrid, day-shift position offers opportunities to influence large enterprise HR programs.

Qualifications

• Bachelor-level degrees in Commerce, Economics or Finance; MBA or MBA Analytics is preferred.
• Industry certifications related to BPM, ITIL or project management are a plus.
• Strong analytical and stakeholder-management capabilities expected.

Responsibilities

• Develop and implement strategic plans for HR outsourcing operations aligned with client goals.
• Lead, manage, and mentor a team of HR professionals and support staff for high performance.
• Monitor SLAs and performance metrics to ensure quality service delivery.
• Collaborate with internal stakeholders to gather client requirements and tailor HR solutions.
• Drive process improvements to enhance efficiency and service quality.
• Stay informed on industry trends and best practices to remain competitive.
• Ensure compliance with regulatory requirements, policies, and standards in HR services.

Skills

Business Analysis

BPM

Change Management

Customer Care

Data Literacy

Data Visualization

Employee Lifecycle Management

Hiring

Human Resources Operations

Incident Management

Information Security

Insight Generation

Negotiation

People Leadership

Recruiting

Stakeholder Management

Talent Acquisition

Workday Talent Management

ServiceNow Platform

Education

Bachelor's degree - Commerce

Bachelor's degree - Economics

Bachelor's degree - Finance

Master's degree - Business Administration

Master's degree - Business Analytics

Tools

ServiceNow Platform

Workday Talent Management

Job description

Service Delivery Leader - HROReady to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.Job DescriptionResponsibilities: Develop and implement strategic plans for HR outsourcing operations, aligning with organizational goals and client expectations. Lead, manage, and provide guidance to a team of HR professionals and support staff, ensuring high performance and job satisfaction. Monitor performance metrics and service level agreements (SLAs) to ensure compliance and high-quality service delivery. Collaborate with internal stakeholders to gather client requirements and provide effective HR solutions tailored to their needs. Identify opportunities for process improvements and lead initiatives to enhance operational efficiency and service quality. Stay abreast of industry trends, emerging technologies, and best practices to maintain competitiveness in the HR outsourcing sector. Ensure compliance with regulatory requirements, company policies, and industry standards while delivering HR services.QualificationsBachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business AnalyticsCertificationsPMP - UdemyUdemy, Set of certifications from IT Infrastructure Library (ITIL) - EXINEXINRequired SkillsBusiness Analysis, Business Process Management (BPM), Change Management, Customer Care, Data Literacy, Data Visualization, Employee Lifecycle Management, Hiring, Human Resources Operations, Incident Management, Information Security, Insight Generation, Negotiation, People Leadership, Recruiting, ServiceNow Platform, Stakeholder Management, Talent Acquisition, Workday Talent ManagementLanguageEnglish (Required)Language Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -HRORemote Type -HybridWork Shift -Day Job (India)Why join Genpact?• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter• Make an impact – Help global enterprises solve business challenges that matter• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.