Job Description

At Genpact, we don't just adapt to change--we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's , our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and .
Senior Manager: HRO
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

• Manage version control of HR documents and maintain the HR policy repository.

• Update policy and procedure manuals in a timely manner; communicate policy changes and manage employee FAQs.

• Recommend and implement continuous improvements to drive efficiency and accuracy in HR data management.

• Verify and process personal data changes; review and approve employee documentation.

• Modify organization and position structures, including location, department, supervisor, shift, and employment status updates.

• Execute approved title and incentive plan changes; generate supporting documentation such as letters and status change forms.

• Validate and upload mass data in HR systems (staging and production environments) and resolve data errors as required.

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. U.S. Benefits Administration
Oversee end-to-end administration of U.S. employee benefits including enrollment, changes, and vendor coordination.
Ensure benefits programs comply with federal and state regulations.
Partner with Benefits COE to resolve employee queries and manage open enrollment activities.
6. 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.
7. 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.
8. Call Center Operations

• Oversee HR service desk/call center performance, ensuring timely and accurate resolution of employee queries.
• 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.

9. 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!
Qualification

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

• Exposure to Transition of a new HRO process is important

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

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

• Should have managed a team of 40-50 people in HRO

• Should have exposure in supporting US Region.

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

• Working experience in SOX controls; Responsible for both internal and external audits

• Responsible for Publishing process KPI's, 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

Why join Genpact?

• Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation

• Make an impact - Drive change for global enterprises and solve business challenges that matter

• Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities

• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Skills Required