Manager – HR Operations (GCC)
Description
Job Description
Manager – HR Operations | Global Capability Centre (GCC)
Role Overview
We are looking for a highly organised, diligent and ownership-driven Manager – HR Operations to manage and drive end-to-end HR operational excellence within a Global Capability Centre (GCC).
The role involves working closely with 4–6 business tower leads, ensuring timely delivery of hiring-related coordination, employee lifecycle activities, HR processes, governance requirements and other critical people-related operational matters.
The ideal candidate will have strong experience in HR operations within a global or matrix-driven environment, excellent international stakeholder communication skills, exceptional process discipline and the ability to independently drive multiple HR deliverables to closure.
This is a hands-on, execution-focused managerial role, not a strategic HRBP or pure recruitment position.
Key Responsibilities
1. End-to-End HR Operations Management
Oversee day-to-day HR operational activities across assigned business towers.
Ensure seamless execution of employee lifecycle processes, including onboarding, transfers, employee documentation, performance-cycle administration and offboarding.
Maintain operational consistency, accuracy and timely service delivery.
Coordinate with internal HR teams, shared services, payroll, recruitment and business stakeholders.
Identify operational bottlenecks and implement corrective measures.
2. Business Tower Coordination & Delivery
Serve as the central HR operations interface for 4–6 functional/tower leads.
Understand operational requirements, priorities and escalations across assigned towers.
Track and drive closure of hiring dependencies and critical HR action items.
Conduct periodic operational reviews with tower leaders.
Maintain ownership of action trackers, deadlines, escalations and deliverables.
Ensure stakeholders receive proactive updates without requiring repeated follow-ups.
3. Hiring Operations & Recruitment Coordination
Coordinate with talent acquisition teams and hiring managers to ensure hiring processes progress as planned.
Monitor recruitment trackers, interview scheduling dependencies, offer approvals, onboarding readiness and joining commitments.
Identify delays and escalate hiring-related bottlenecks to the appropriate owners.
Maintain visibility of hiring progress against approved manpower plans.
Ensure hiring documentation, approvals and process requirements are completed accurately.
4. Global Stakeholder Communication
Coordinate regularly with global HR teams, international stakeholders and India GCC leadership.
Prepare clear, professional and structured HR operational updates.
Ensure alignment with global HR policies, reporting requirements and established operating procedures.
Manage cross-geography coordination and follow-ups.
Communicate risks, dependencies and escalations in a timely and solution-oriented manner.
5. HR Governance, Compliance & Process Adherence
Ensure strict adherence to approved HR policies, SOPs, SLAs and internal controls.
Maintain accurate employee records, operational trackers and audit documentation.
Support HR compliance reviews, internal audits and process assessments.
Monitor HR service delivery metrics and ensure timely corrective action for deviations.
Drive standardisation and continuous improvement across HR operational workflows.
Coordinate with relevant specialists on statutory and employment-related compliance matters.
6. Employee Relations & Critical HR Operations
Coordinate employee queries, grievances and operational escalations.
Support employee engagement initiatives, performance-cycle administration and employee communication.
Facilitate timely resolution of sensitive HR matters through appropriate HR stakeholders.
Maintain confidentiality, documentation integrity and professional judgment.
Ensure critical people-related issues are tracked through to resolution.
7. HR Reporting, MIS & Operational Excellence
Develop and maintain HR dashboards, MIS reports and operational scorecards.
Monitor onboarding timelines, hiring dependencies, employee movements, pending actions and service delivery performance.
Provide periodic management reports highlighting progress, risks and overdue items.
Identify opportunities for automation, process simplification and improved operational efficiency.
Establish disciplined review and follow-up mechanisms across stakeholders.
Required Experience & Qualifications
Approximately 10+ years of progressive HR experience, with substantial hands-on exposure to HR Operations.
Prior experience in a GCC, global shared services centre, multinational organisation or large technology/services environment preferred.
Demonstrated experience coordinating HR operations across multiple business units or functional stakeholders.
Strong understanding of employee lifecycle management, HR policies, operational governance and process compliance.
Experience working with global HR teams and international stakeholders.
Familiarity with HRMS/HRIS platforms such as Workday, SAP SuccessFactors, Oracle HCM or similar systems.
Strong Excel, PowerPoint, reporting and documentation capabilities.
Bachelor's degree required; MBA/PGDM in HR preferred.
Essential Behavioural Competencies
Ownership & Accountability: Takes personal responsibility for assigned deliverables and drives them to closure.
Operational Diligence: Highly detail-oriented, organised and disciplined in execution.
Stakeholder Coordination: Effectively manages competing priorities across 4–6 tower leads.
Global Communication: Excellent written and verbal English communication, with confidence engaging international stakeholders.
Process Discipline: Consistently follows established policies, workflows, approvals and governance requirements.
Proactive Follow-Through: Anticipates issues, tracks dependencies and escalates risks before deadlines are missed.
Execution Mindset: Comfortable handling operational detail rather than functioning only as a supervisory manager.
Key Performance Indicators
Timely closure of HR operational requests and critical action items.
Adherence to defined HR SLAs, SOPs and governance standards.
Hiring coordination effectiveness and onboarding readiness.
Accuracy of employee records, documentation and HR reporting.
Reduction in overdue HR escalations and process exceptions.
Stakeholder satisfaction across assigned business towers.
Continuous improvement in operational efficiency and service quality.
Ideal Candidate Profile
We are seeking a mature HR operations professional who combines operational discipline, global communication capabilities, strong follow-through and an exceptional sense of ownership.
The ideal candidate has experience working with multiple functional leaders, understands the complexity of GCC environments and can independently ensure that critical HR processes and commitments are executed accurately and on time.