Proposed designation : Senior – People Operations

Role: Individual Contributor

Reporting to Assistant Manager/ Manager

Geo to be supported : US

Shift : 6:30 PM to 3:00 AM

Process Design & Mapping

•Lead process discovery workshops with onshore stakeholders and SMEs

•Create and maintain end-to-end process documentation:

•As-Is, To-Be, and Future State process maps

•L2 / L3 / L4 process flows

•SOPs, SIPOC, RACIs

•Standardize HR processes across geographies and business units

•Identify process gaps, inefficiencies, and improvement opportunities

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Target Operating Model (TOM)

•Design and implement Target Operating Models for HR Operations covering:

•Process standardization

•Onshore/offshore split

•Tiering (Tier 0 / 1 / 2 / 3)Roles and responsibilities

•Governance structure

•Identify opportunities for:

•Centralization

•Automation

•Cost optimization

•Define implementation roadmap and transition approach

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Stakeholder & GPO Coordination

•Act as primary offshore liaison to onshore Process Owners

•Facilitate:

•Requirement gathering sessions

•Process design workshops

•Solution validation discussions

•Drive structured governance:

•Weekly working group calls

•Monthly steering reviews

•Provide data-driven insights to support decision-making

Governance, Metrics & Reporting

•Define and track operational and transformation KPIs, including:

•SLA / TAT adherence

•Volume trends and backlog

•First Contact Resolution (FCR)

•Quality and error rates

•Conduct root cause analysis and recommend corrective actions

•Develop governance dashboards and performance reports for stakeholders

ERP & ServiceNow (SNOW) Enablement

•Translate process requirements into system design and functional specifications

•Collaborate with HR technology teams on:

•Workflow configuration

•Case management design

•SLA definition and tracking

•Knowledge base structuring

•Support:

•UAT planning and execution

•Defect tracking and resolution

•Go-live readiness and stabilization

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Continuous Improvement & Transformation

•Apply Lean Six Sigma / process excellence frameworks to drive improvements

•Identify and implement:

•Automation opportunities

•Process simplification initiatives

•Track and report business impact:

•Cycle time reduction

•Cost savings

•Productivity gains

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Knowledge Management & Capability Building

•Own and maintain process documentation and knowledge repositories (including SNOW KB)

•Develop training materials for operations teams

•Drive adoption of new processes and track effectiveness

•Act as SME escalation point for complex queries

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Risk, Compliance & Controls

•Ensure adherence to:

•HR compliance requirements (US)

•Data privacy and PII handling standards

•Support audit requirements and control frameworks

•Proactively identify process risks and implement mitigation strategies

Key Deliverables

•End-to-end process maps (As-Is / To-Be)

•Target Operating Model (TOM) documentation

•SOPs, RACI, and governance frameworks

•System requirement documents (ERP / SNOW)

•KPI dashboards and transformation impact reports

Behavioral Competencies:

•Process Ownership & Analytical Thinking: Drives end-to-end process standardization and applies data-driven problem-solving to identify root causes and implement scalable solutions.

•Stakeholder Management & Influence: Effectively collaborates with onshore GPOs and cross-functional teams, influencing decisions through structured communication and insights.

•Consultative & Transformation Mindset: Applies a solution-oriented approach to process design, operating model development, and system enablement (ERP/SNOW).

•Governance & Change Leadership: Ensures adherence to controls, compliance, and audit requirements while leading change initiatives in a global, matrixed environment.

Required Qualifications & Experience

•Bachelor’s degree in HR, Business, Information Systems, or related field

•5–6 years of experience in HR Operations, Business Process Management, or HR Transformation within a complex, matrixed environment

•Strong expertise in end-to-end HR process design and re-engineering (Hire-to-Retire lifecycle)

•Proficiency in process mapping tools (e.g., ARIS, Visio, Lucidchart) and BPM/BPMN standards

•Working knowledge of ServiceNow HRSD and HR systems (e.g., SuccessFactors preferred) with ability to align processes to system capabilities

•Strong analytical skills with experience in KPI definition, data analysis, and benefit realization (advanced Excel required)

•Familiarity with process improvement frameworks (Lean Six Sigma, APQC); relevant certifications preferred

•Excellent stakeholder management, facilitation, and communication skills

•Understanding of data privacy, HR compliance, and audit requirements

Senior

Key skills

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