Associate Director - People Services & HR Tech

Associate Director – HR Transformation & Employee Experience

Location: Mumbai

Role Purpose

The Associate Director, HR Transformation & Employee Experience, will lead the redesign and modernization of HR processes, operating models, and employee journeys to create a simpler, more agile, scalable, and AI-enabled HR function.The role will drive enterprise-wide HR transformation by reimagining workflows through automation, GenAI, and agentic AI capabilities, ensuring seamless employee experiences while improving operational effectiveness, productivity, governance, and service excellence. The incumbent will act as a strategic partner to HR leadership, business leaders, technology teams, and external partners to build a future-ready HR ecosystem that balances human judgment with intelligent automation.

Key Accountabilities

HR Transformation Strategy

• Define and execute the HR transformation roadmap aligned with organizational priorities and workforce strategy.
• Lead the shift from process-centric HR operations to employee-centric and skills-powered experiences.
• Continuously assess emerging technologies, AI capabilities, and market best practices to enhance HR service delivery.
• Drive simplification, standardization, and harmonization of HR processes across the employee lifecycle.

Workflow Redesign & Operating Model Excellence

• Re-engineer HR workflows to eliminate complexity, reduce manual effort, and improve service quality.
• Design scalable processes that can effectively support organizational growth and evolving business requirements.
• Establish governance frameworks, service standards, and performance metrics for HR operations.
• Lead process mapping, journey redesign, and continuous improvement initiatives across HR domains.

AI, Automation & Digital HR

• Identify and deploy GenAI and agentic AI solutions to automate repetitive tasks, improve decision support, and enhance employee experience.
• Drive adoption of AI-enabled HR platforms, virtual assistants, intelligent workflows, and predictive analytics.
• Partner with Technology and Digital teams to create an integrated HR technology ecosystem.
• Ensure responsible AI principles, data governance, compliance, and risk management are embedded in all initiatives.

Employee Experience & Service Excellence

• Own end-to-end employee experience design across key moments that matter, including onboarding, internal mobility, learning, rewards, manager interactions, and offboarding.
• Leverage employee insights, feedback, and analytics to continuously improve experience outcomes.
• Create intuitive self-service and manager-service capabilities that increase speed, transparency, and satisfaction.
• Establish experience metrics and service excellence standards across HR touchpoints.

Data, Insights & Decision Support

• Build a data-driven HR operating model leveraging workforce analytics and process intelligence.
• Define and monitor KPIs related to employee experience, productivity, cycle times, service quality, and AI adoption.
• Generate actionable insights to support workforce and talent decisions.
• Drive a continuous improvement culture through measurement and outcome tracking.

Change Leadership & Adoption

• Lead enterprise-wide change management initiatives associated with HR transformation programs.
• Build stakeholder commitment and ensure successful adoption of new technologies, processes, and ways of working.
• Develop communication, capability-building, and engagement plans to accelerate transformation outcomes.
• Foster an innovation mindset across HR teams and business stakeholders.

Skills & Competencies

• HR Transformation
• Employee Experience Design
• Process Re-engineering

HR Technology & Digital HR

Workforce Analytics and Data-Driven Decision Making

Experience

• 8-10 years of progressive HR experience with significant exposure to HR operations, HR technology, transformation, employee experience, or shared services.
• Demonstrated track record of leading large-scale transformation and process redesign initiatives.
• Experience implementing HR technology, automation, GenAI, or AI-enabled solutions.
• Strong stakeholder management capability across business, HR, technology, and external partners.
• Experience working in a complex, matrixed, and fast-growing organization.

Role Purpose

The Associate Director, HR Transformation & Employee Experience, will lead the redesign and modernization of HR processes, operating models, and employee journeys to create a simpler, more agile, scalable, and AI-enabled HR function.

The role will drive enterprise-wide HR transformation by reimagining workflows through automation, GenAI, and agentic AI capabilities, ensuring seamless employee experiences while improving operational effectiveness, productivity, governance, and service excellence. The incumbent will act as a strategic partner to HR leadership, business leaders, technology teams, and external partners to build a future-ready HR ecosystem that balances human judgment with intelligent automation.

Key Accountabilities

HR Transformation Strategy

• Define and execute the HR transformation roadmap aligned with organizational priorities and workforce strategy.
• Lead the shift from process-centric HR operations to employee-centric and skills-powered experiences.
• Continuously assess emerging technologies, AI capabilities, and market best practices to enhance HR service delivery.
• Drive simplification, standardization, and harmonization of HR processes across the employee lifecycle.

Workflow Redesign & Operating Model Excellence

• Re-engineer HR workflows to eliminate complexity, reduce manual effort, and improve service quality.
• Design scalable processes that can effectively support organizational growth and evolving business requirements.
• Establish governance frameworks, service standards, and performance metrics for HR operations.
• Lead process mapping, journey redesign, and continuous improvement initiatives across HR domains.

AI, Automation & Digital HR

• Identify and deploy GenAI and agentic AI solutions to automate repetitive tasks, improve decision support, and enhance employee experience.
• Drive adoption of AI-enabled HR platforms, virtual assistants, intelligent workflows, and predictive analytics.
• Partner with Technology and Digital teams to create an integrated HR technology ecosystem.
• Ensure responsible AI principles, data governance, compliance, and risk management are embedded in all initiatives.

Employee Experience & Service Excellence

• Own end-to-end employee experience design across key moments that matter, including onboarding, internal mobility, learning, rewards, manager interactions, and offboarding.
• Leverage employee insights, feedback, and analytics to continuously improve experience outcomes.
• Create intuitive self-service and manager-service capabilities that increase speed, transparency, and satisfaction.
• Establish experience metrics and service excellence standards across HR touchpoints.

Data, Insights & Decision Support

• Build a data-driven HR operating model leveraging workforce analytics and process intelligence.
• Define and monitor KPIs related to employee experience, productivity, cycle times, service quality, and AI adoption.
• Generate actionable insights to support workforce and talent decisions.
• Drive a continuous improvement culture through measurement and outcome tracking.

Change Leadership & Adoption

• Lead enterprise-wide change management initiatives associated with HR transformation programs.
• Build stakeholder commitment and ensure successful adoption of new technologies, processes, and ways of working.
• Develop communication, capability-building, and engagement plans to accelerate transformation outcomes.
• Foster an innovation mindset across HR teams and business stakeholders.

Skills & Competencies

• HR Transformation
• Employee Experience Design
• Process Re-engineering
• HR Technology & Digital HR
• Workforce Analytics and Data-Driven Decision Making
• Change Management

Experience

• 8-10 years of progressive HR experience with significant exposure to HR operations, HR technology, transformation, employee experience, or shared services.
• Demonstrated track record of leading large-scale transformation and process redesign initiatives.
• Experience implementing HR technology, automation, GenAI, or AI-enabled solutions.
• Strong stakeholder management capability across business, HR, technology, and external partners.
• Experience working in a complex, matrixed, and fast-growing organization.