Proposed designation : Senior – People Operations

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
• •

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
• •

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
• •

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
• •

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
• •

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