SM-HRO

Senior Manager: Human Resources

The Senior Manager - HR Operations is responsible for leading and driving the strategic and operational excellence of global HR services across the employee lifecycle. This role oversees critical functions including HR Data & Policy Management, Employee Lifecycle Transactions, HR Systems & Reporting, Process Compliance, U.S. Benefits Administration, Performance and Compensation Management, Call Center Operations, and Employee Relations. The Senior Manager will establish governance frameworks, standardize global processes, and ensure accuracy, compliance, and consistency in HR service delivery. Partnering closely with HR Centers of Excellence, HR Business Partners, and cross-functional stakeholders, this role ensures that HR operations are efficient, employee-centric, and aligned with business goals while fostering continuous improvement, automation, and data-driven decision-making.

Responsibilities

1) HR Data & Policy Management

2) Employee Lifecycle Transactions

• Process employee lifecycle transactions including onboarding data changes, transfers, promotions, and separations.

• Track receipt of resignation letters and termination forms generate and process termination documents in accordance with approved templates.

• Coordinate and calculate final settlements, offboarding payments, and related system updates.

• Notify relevant stakeholders (e.g., payroll, benefits providers, IT, third parties) of employee status changes.

• Develop and process layoff, severance, and death-in-service documentation per company policy and compliance requirements.

• Schedule exit interviews and analyze separation data to identify trends and improvement opportunities.

3) HR Systems & Reporting

• Maintain organized, accurate, and up-to-date HR data within HR systems (e.g., Workday, SAP, etc.).

• Support internal and external audit requests by providing required data, documentation, and process evidence.

• Conduct periodic data quality checks and self-audits track and close discrepancies.

• Generate recurring and ad-hoc HR reports, dashboards, and performance/service-level reports as per governance and compliance standards.

• Support regulatory, statutory, and customer-specific reporting requirements.

4) Process & Compliance

• Ensure HR operations adhere to company policy, data privacy standards, and local statutory requirements.

• Collaborate with internal and external stakeholders (Payroll, Benefits, IT, Audit teams) to resolve issues and streamline processes.

• Participate in HR system enhancement projects, testing, and documentation updates.

• Support continuous improvement initiatives to enhance automation, efficiency, and employee experience.

5. Performance Management

• Manage performance review cycles including goal setting, review launches, and completion tracking.

• Coordinate with HRBPs and COEs to ensure consistent implementation of performance management processes.

• Provide reporting and analytics on completion rates and performance outcomes.

6. Compensation Management

• Support annual compensation planning processes including merit increases, bonus administration, and pay changes.

• Validate compensation data in HR systems to ensure accuracy and compliance with approval matrices.

• Collaborate with Compensation COE on data preparation and reporting for compensation cycles.

• Develop and maintain call handling scripts, FAQs, and knowledge base content for consistent service delivery.

• Monitor KPIs such as first-call resolution, response time, and employee satisfaction to drive improvement.

7. Employee Relations

• Manage intake and triage of employee relations cases in collaboration with ER specialists and HRBPs.

• Ensure consistent application of ER policies and documentation standards.

• Oversee resolution tracking, case reporting, and trends analysis to mitigate risk and strengthen workplace culture.

Qualifications we seek in you!

Minimum Qualification

• Bachelor's degree. MBA (HR) would be an added advantage

• Delivers oral and written communications that have clarity and impact.

• Should have E2E HRO knowledge as work experience

• Hands-on experience with HRIS / ATS systems (e.g., Workday, ServiceNow, Taleo, SuccessFactors, Oracle).

• Should have managed a team of 300+ people

• Responsible for meeting the process SLA's, knowledge management

• Responsible for Publishing process KPI%27s, Metrics and Management Reporting.

• Assist team members in queries and process clarification.

• Connect with Customer to bridge process gaps.

• Identify areas of improvement and contribute towards adding value to customers

• Strong Quantitative and problem-solving ability: Ability to conceptualize HRO related technical problems and develop an Analytical Road map for them.

• Ability to challenge status quo & out of the box thinking

• People Leadership: Ability to coach & mentor people. Ability to effectively influence & motivate others.

• Creates a team environment of accountability and commitment.

• Ability to work in diverse teams and with multiple stakeholders