Sr. Manager-HR Service Management

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Senior Manager (Team Manager) HR Service Management
This role is pivotal in enhancing HR service delivery by leveraging HR knowledge articles managing content and reporting to optimize workforce performance. The ideal candidate will possess a robust background in HR service management operational support and fostering collaboration across HR and business functions.
Responsibilities

1. Leadership & Team Management
Lead a cross-functional delivery team of 2040 staff including Analyst senior analysts and leads.
Provide structured coaching mentoring and performance feedback through regular 1:1s team huddles and development plans.
Manage staffing plans shift rosters and training needs to ensure full coverage across multiple time zones.
Own the onboarding and integration of new team members ensuring readiness to meet client-specific standards.
Drive employee engagement by fostering a high-trust inclusive and performance-oriented work environment.
Lead business continuity planning for seasonal volume spikes and expansion into new hiring geographies or functions.

2. Strategic Oversight and Operations Management:
Define and implement knowledge management strategies aligned with organizational goals.
Drive initiatives to enhance process accuracy compliance and efficiency.
Manage the HR service management function for a global workforce ensuring timely and accurate processing.
Oversee escalations and provide resolutions for complex process issues.

3. Stakeholder Engagement:
Collaborate with HR Finance and external vendors to streamline service management operations.
Engage with senior leadership to align service management strategies with business objectives.
Conduct strategic review sessions governance calls and quarterly business reviews (QBRs) to drive alignment and performance.
Partner with client-side process owners to co-create strategy for continuous process improvement and employee experience design.

4. Compliance and Innovation:
Ensure compliance with global and local regulations.
Drive adoption of new technologies and automation to enhance service management processes in alignment with ALDI
Ensure delivery compliance with GDPR EEO diversity mandates and geography related regulations.
Lead periodic internal reviews documentation audits and risk assessments for service management processes.

5. Reporting & Process Excellence
Drive lean process design automation and digitization across service management and workflows.
Implement standard operating procedures (SOPs) quality assurance frameworks and continuous improvement charters.
Partner with tech teams and platform owners to streamline system usage reduce manual tasks and improve turnaround.
Benchmark performance and process maturity with global best practices and identify innovation opportunities.
Qualifications we seek in you!
Minimum Qualifications

Bachelors degree in HR Operations Management or a related field (MBA preferred).
10-12 years of Service Management experience with at least 3 years in leadership.
Expertise in global HR management and compliance.
Five Days working from Office

Preferred Qualifications/ Skills
Proven track record in process automation and optimization.
Certifications in HR management or HR operations.

Key Skills and Attributes:
Strategic thinking and problem-solving abilities.
Strong leadership and interpersonal skills.
Proficiency in HR Service Management application Workday systems and ticketing tools (ServiceNow/Zendesk)
Effective communication and stakeholder engagement skills.

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.