Sr Manager - HR Shared Services

About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Offer Management, Onboarding, Background Verification & Offboarding
Role Purpose
We are looking for an experienced HR Shared Services Manager to lead our Offer Management, Pre-boarding, Onboarding, Background Verification and Offboarding operations.
The role will be responsible for delivering accurate, timely and employee-centric services while transforming employee lifecycle processes through technology, automation, analytics, strong governance and continuous improvement.
The ideal candidate will combine hands-on HR operations expertise with a digital and transformation mindset to help build a scalable, efficient and next-generation HR Shared Services model.
Key Responsibilities
Lead end-to-end operations for Offer Management, Pre-boarding, Onboarding, Background Verification and Offboarding.
Ensure achievement of defined SLAs, turnaround times, quality standards and compliance requirements.
Manage operational volumes, case backlogs, escalations, exceptions and stakeholder queries.
Improve candidate, new-joiner, employee, manager and former-employee experience across key lifecycle moments.
Standardize processes, SOPs, service catalogues, RACI matrices, controls and escalation mechanisms.
Identify and implement opportunities for process simplification, automation and digital self-service.
Leverage HR technology, workflow tools, case-management solutions, dashboards, RPA, AI and low-code platforms to improve service delivery.
Partner with Talent Acquisition, HR Business Partners, HR Technology, Payroll, IT, Finance, Legal and other teams to ensure seamless process handoffs.
Manage background verification vendors, including SLA performance, ageing, discrepancies, escalations and compliance.
Develop dashboards and management reports covering service performance, quality, productivity, experience and risk.
Conduct root-cause analysis and lead corrective, preventive and continuous-improvement initiatives.
Ensure audit readiness, data privacy, appropriate access controls and adherence to organizational policies.
Manage vendor governance, operational expenses and opportunities for cost or productivity improvement.
Lead, coach and develop the HR Shared Services team, building capability in technology, analytics, controls and process improvement.
Support process transitions and develop a roadmap for the future evolution of employee lifecycle services.
Key Performance Indicators
SLA and turnaround-time achievement
Offer accuracy and first-time-right percentage
Onboarding completion and Day One readiness
Background verification turnaround time and case ageing
Offboarding and exit-clearance completion
Reduction in backlogs, rework and escalations
Candidate and employee satisfaction
Audit and compliance performance
Vendor service quality
Automation and self-service adoption
Productivity and cost improvement
Qualifications And Experience
Graduate degree in Human Resources, Business Administration, Management or a related discipline.
Postgraduate qualification or MBA in Human Resources is preferred.
7–10 years of experience in HR Operations, HR Shared Services or employee lifecycle management.
At least 2–3 years of team-management or operations-leadership experience.
Strong experience in Offer Management, Onboarding, Background Verification and/or Offboarding.
Demonstrated exposure to process transformation, automation, HR technology or service-delivery optimization.
Experience managing vendors and working with cross-functional stakeholders.
Experience in high-volume or multi-location operations will be an advantage.
Required Skills
HR Shared Services and employee lifecycle operations
Process governance, controls and audit readiness
HR technology, workflow automation and digital self-service
Operational excellence and continuous improvement
Data analytics, dashboards and management reporting
Vendor and stakeholder management
Escalation and risk management
Project and change management
Customer-centric service delivery
Team leadership and capability building
Technology Exposure
Exposure to one or more of the following is desirable:
Enterprise HCM or HRIS platforms
Case-management or ticketing platforms
Workflow and low-code automation tools
Robotic Process Automation
E-signature and digital-document solutions
HR portals, chatbots and knowledge-management platforms
Business-intelligence and dashboarding tools
AI-enabled HR productivity or service-delivery solutions
Specific platform experience is valuable; however, the key expectation is the ability to identify business problems, simplify processes and use the appropriate technology to deliver measurable improvements.
Ideal Candidate Profile
You are a hands-on HR operations leader who can manage critical daily services while building future-ready capabilities. You are comfortable working with operational metrics, escalations, vendors, technology teams and senior stakeholders.
You bring a strong customer orientation, an eye for controls and a passion for using technology and data to make HR services simpler, faster, more reliable and more employee-centric.

Skills
Data Analysis, Process Improvement, Risk Management, Talent Acquisition, HR Operations, Payroll, Onboarding

Work arrangement
No