Hiring For Global Lead - HRSS

• Job Title: Global Lead - HR Shared Services
• Location: Gurgaon

About Us:

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. IGT provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.

Role Overview:

The Global Lead - HR Shared Services will lead and transform the organizations global HR operations landscape, ensuring seamless delivery of payroll, employee services, and HR administration across multiple geographies. The incumbent will drive standardization, digital enablement, and operational excellence through a global shared services model, while ensuring compliance, accuracy, and superior employee experience.

This is a strategic and operational leadership role, managing large-scale teams, vendor relationships, technology integrations, and continuous improvement initiatives across all HR operations domains.

Key Responsibilities

Global Payroll Leadership

• Own end-to-end global payroll strategy, governance, and delivery across all operating countries.
• Ensure accurate and compliant payroll processing aligned with local tax, labor, and social security regulations.
• Implement robust controls, audits, and data validation frameworks to maintain 100% compliance and accuracy.
• Manage relationships with global payroll vendors and partners (ADP, NGA, Safeguard, etc.).
• Drive process automation and integration between HRIS, payroll, and finance systems.
• Partner with Finance, Tax, and Legal teams for audits, reconciliations, and statutory reporting.
• Provide wage costs and compensation insights to executive leadership

HR Shared Services Strategy & Delivery

• Design and execute a Global HR Shared Services (HRSS) operating model, covering employee lifecycle transactions, onboarding, exits, and data management.
• Define service delivery metrics (SLAs/OLAs), track performance, and drive continuous improvement.
• Lead global HR helpdesk and case management functions ensuring timely resolution and superior employee experience.
• Partner with HR COEs, Business HR, and IT to drive global process standardization and policy alignment.
• Overall Benefits design and administration

HR Technology & Process Excellence

• Partner with HR Tech teams to optimize and enhance HR systems (Oracle HCM however exposure to Workday, SAP SuccessFactors, ServiceNow, etc. implementation will be an advantage too).
• Lead automation, digitization, and self-service initiatives to improve efficiency and reduce turnaround time.
• Drive data integrity, compliance, and security governance across all HR operations systems.
• Evaluate and deploy AI/ML and analytics tools to enhance HR service delivery and insights.

Governance, Risk & Compliance

• Ensure compliance with local statutory regulations, global data privacy laws (e.g., GDPR), and internal audit standards.
• Develop and maintain a compliance calendar, documentation, and audit readiness framework.
• Establish and monitor SOPs and controls for all payroll and HR operational processes.
• Serve as the process owner for HR audits, ensuring corrective actions and continuous improvement.

People Leadership & Stakeholder Management

• Lead a global team of payroll, HR operations, and shared services professionals across multiple locations.
• Foster a culture of service excellence, collaboration, and accountability.
• Partner with global HR, IT, and Finance leadership to align HRSS goals with business objectives.
• Manage external vendor contracts and SLAs, ensuring optimal service performance and cost efficiency.

Transformation & Continuous Improvement

• Lead HR operations transformation programs (process harmonization, automation, nearshore/offshore models).
• Implement Lean/Six Sigma methodologies to improve process efficiency and reduce errors.
• Benchmark HRSS and payroll practices with industry best standards (IT/ITES/global shared services benchmarks).
• Develop and monitor KPIs for efficiency, cost optimization, and employee satisfaction.

Qualifications & Experience

• MBA / PGDM in HR, Finance, or Operations from a top-tier B-school.
• 20+ years of total experience, with at least 10+ years in leadership roles in Global HR Shared Services.
• Proven experience managing large-scale global HR operations in IT/ITES or service industry.
• Deep knowledge of global payroll, HR compliance, and HR systems integration.
• Experience with HRIS platforms (Workday, SAP SuccessFactors, Oracle HCM) and ticketing/case management tools (ServiceNow, Zendesk, etc.).
• Exposure to process transformation, automation, and analytics-led HR delivery models.
• Strong stakeholder management, vendor governance, and global team leadership experience.

Success Measures

• Drive Oracle HCM implementation and a range of HR tech and AI transformation
• Payroll accuracy, timeliness, and compliance (99.9%+ adherence)
• Centralize global HR functions and drive HRSS SLA performance and employee satisfaction scores
• Improve HR excellence and employee experience - reduction in process cycle time and manual interventions
• Global process harmonization and cost efficiency
• Successful HR tech integration and automation outcomes

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.