Service Delivery Leader - HRO 3

1401 Genpact India Pvt. Ltd.; Gurugram District; Hybrid; INR 1,800,000 - 2,600,000; Full time

Job summary

Genpact is seeking a Service Delivery Leader for HRO to shape HR outsourcing strategy, lead a team of HR professionals, and ensure high-quality service delivery. You will monitor SLAs, collaborate with clients, and drive process improvements while staying abreast of industry trends in HR outsourcing.

The role requires a strong background in HR operations, data-driven insights, and leadership in a fast-moving, innovation-driven environment. Hybrid work arrangement in India is typical.

Qualifications

• Bachelor’s degree in Commerce, Economics or Finance.
• MBA or MSc in Analytics is a plus.
• PMI PMP certification and ITIL certifications are desirable.

Responsibilities

• Develop and implement strategic plans for HR outsourcing operations aligning with client goals.
• Lead and guide HR professionals and support staff for high performance.
• Monitor SLAs and performance metrics to ensure quality delivery.
• Collaborate with stakeholders to gather client requirements and tailor HR solutions.
• Identify process improvements to boost efficiency and service quality.
• Stay updated on industry trends and best practices in HR outsourcing.
• Ensure compliance with regulations, policies, and standards while delivering 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 - Commerce

Bachelor's - Economics

Bachelor's - Finance

Master's - Business Administration

Master's - Business Analytics

PMP Certification

ITIL Certification (EXIN)

Tools

ServiceNow Platform

Workday Talent Management

Job description

Service Delivery Leader - HRO Ready 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 Description Responsibilities:

• 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.

Qualifications

• Bachelors - Commerce
• Bachelors - Economics
• Bachelors - Finance
• Masters - Business Administration
• Masters - Business Analytics
• Certifications PMP - UdemyUdemy
• Set of certifications from IT Infrastructure Library (ITIL) - EXINEXIN

Required Skills

• Business 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 Management

Language English (Required)

Language Proficiency - Proficient - C2

Additional Job Location - Job Type Regular

Master Skill List - HRO Remote Type - Hybrid Work 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 progress

Come 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.

We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow.