We are seeking a seasoned and dynamic Director - HR Operations to lead and manage HR service delivery for one of our marquee clients. This leadership role will be pivotal in driving operational excellence across HR Shared Services, ensuring a seamless Hire-to-Retire (H2R) employee experience, managing end-to-end client satisfaction, and delivering value through transformation, automation, and SLA-based execution.

Key Responsibilities:

Client Experience & Stakeholder Engagement:

- Act as the single point of contact for client leadership and stakeholders.

- Drive a culture of client-first service delivery, managing expectations, escalations, governance meetings, and overall satisfaction.

- Ensure client SLAs, KPIs, and CX benchmarks are consistently met or exceeded.

Operations Management:

- Lead end-to-end HR operations across the Hire-to-Retire (H2R) lifecycle including onboarding, employee data management, benefits administration, payroll coordination, employee movements, separations, and compliance.

- Deliver service excellence by managing large HR operations teams across helpdesk, background verification, employee records, and documentation workflows.

- Ensure process adherence, timely transactions, and quality assurance across all HR processes.

Strategic & Process Leadership:

- Design and implement operational strategies aligned with client needs and business goals.

- Champion automation, digitization, and continuous improvement using tools like ServiceNow, Workday, SuccessFactors, Oracle HCM, etc.

- Lead change management and transformation initiatives that improve operational efficiency and employee experience.

People Leadership:

- Lead, mentor, and develop HR operations managers and large delivery teams to ensure high engagement, productivity, and retention.

- Drive a high-performance culture, ownership mindset, and professional growth within the team.

Compliance & Governance:

- Ensure all HR operational activities are conducted in accordance with internal policies, client-specific mandates, and applicable labor laws.

- Manage data privacy, risk, and compliance audits across service lines.

Key Requirements:

- Minimum 16+ years of HR operations experience with at least 5 years in a leadership capacity within a shared services, managed services, BPO, or global capability center (GCC) environment.

- Mandatory: Proven track record in client experience management with a strong focus on stakeholder engagement, governance, and escalation resolution.

- Mandatory: Deep operations experience managing complex workflows and large-scale service delivery teams.

- Mandatory: Comprehensive understanding of the Hire-to-Retire (H2R) employee lifecycle, policies, systems, and compliance frameworks.

- Strong knowledge of HR technologies and platforms such as SAP SuccessFactors, Oracle HCM,

Workday, or ServiceNow.

- Excellent communication, presentation, and leadership skills.

Preferred Qualifications:

- MBA/PGDM in Human Resources, Business Administration, or related fields.

- Certifications in Lean, Six Sigma, HR Shared Services frameworks, or HR tech platforms are preferred.