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Manager, HRSS - Response Centre

Manager, HRSS - Response Centre

Opentext

8 - 13 years

25 - 30 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

change management automation sap project management process improvement employee engagement stakeholder management client management analytics monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Impact

The HR Shared Services (HRSS) Response Centre Manager - India is a key leadership role within OpenText s HRSS Delivery organization. The role carries end to end responsibility for managing the Regional HRSS Response Centre for India, overseeing a team that serves as the first point of contact for employee inquiries, HR transactions, and case management.

The individual will play a critical part in driving the organization s AI agenda, including testing, deploying, and operationalizing the HR Agent Aviator and Employee Aviator, and leading the related education, adoption, and change management across the teams.

What the role offers

Delivering a high quality employee experience, cultivating a strong customer service culture, and building effective relationships with HR and business stakeholders.
Soliciting feedback proactively and recommending/implementing solutions to ensure service level expectations are consistently met.
Triaging and investigating complex issues, resolving cases where possible before escalation.
Monitoring inquiry volume, case patterns, and customer satisfaction metrics to optimize team workload and service delivery.
Driving regional efficiency, harmonization, and simplification with a deep focus on continuous process improvement.
Maintaining and updating SOPs, FAQs, fact sheets, and knowledge resources to support team performance.
Serving as the primary point of contact for HR Business Partners (HRBPs) and Centers of Excellence (COEs) regarding Response Centre matters.
Acting as the focal point for internal and external audits, ensuring timely and accurate reporting and compliance.
Safeguarding confidentiality and ensuring adherence to statutory requirements, company policies, and data privacy standards.
Leading the testing, deployment, and team level change management for Aviator and Employee Aviator, including training, communication, and embedding new ways of working.

What you need to succeed

8+ years of progressive experience in HR Shared Services roles in India, preferably with leadership responsibilities and direct employee/manager support.
Experience in HR operations such as HR transactions, benefits administration, case management, and process improvement.
Strong understanding of employment laws, regulatory requirements, and HR governance.
Demonstrated ability to work in fast paced, high volume environments with a strong customer service orientation.
High proficiency in Microsoft Word, Excel, and PowerPoint.
Bachelors degree in Business, HR, or related field; HR certification is an advantage.
Strong technical aptitude with experience or exposure to HR Information Systems; SAP/SuccessFactors knowledge is a plus.
Strong capabilities in vendor and client management, project management, analytics, and global collaboration.
Excellent communication, stakeholder management, and people leadership skills.
Proven experience driving positive employee engagement, trust, and cultural alignment.
Ability to work in a hybrid model, supporting a 24/5 HRSS operating environment.
Passion and capability to lead automation, digital transformation, and AI driven enhancements within HR service delivery.

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Manager, HRSS - Response Centre