Senior Consultant

Job Summary

The opportunity: Senior Consultant-National-PAS WKFA-CNS - PC - WORKFORCE ADVISORY - Bangalore

Responsibilities

• Lead end-to-end employee lifecycle delivery across hires, transfers, job and manager changes, exits and employment-data updates, ensuring approvals, effective dates and downstream impacts are validated before execution.
• Oversee HR case intake, categorization, prioritization, ownership and resolution; monitor SLA performance, ageing, escalations and quality of case documentation.
• Provide Tier 2 guidance on policy, process, lifecycle and employee or manager advisory cases, applying defined decision rights and escalation boundaries.
• Review complex or sensitive cases, prepare concise case summaries and recommendations, and coordinate with HRBPs, payroll, reporting and sending-side process owners for resolution.
• Ensure accurate employee records, case notes, attachments, approvals, audit trails and closure rationale in HR systems and the HR helpdesk platform.
• Coach HR Generalists on case assessment, transaction accuracy, knowledge-base usage, customer communication and escalation discipline.
• Lead daily queue management and work allocation, identify capacity or service risks, and support timely redistribution of work to maintain service continuity.
• Analyse recurring defects, repeat queries, delayed approvals and service-quality gaps; recommend process, control, automation or knowledge-base improvements.
• Support transition planning, knowledge transfer, reverse-shadowing and service-readiness sign-off for newly migrated processes.
• Provide inputs to operating reviews through dashboards, ageing trends, quality checks, root-cause observations and corrective-action tracking.

Competencies Required

• Strong HR operations leadership mindset with the ability to balance employee experience, policy adherence, service controls and delivery priorities.
• High attention to detail, data accuracy and documentation discipline for audit-ready execution.
• Clear written and verbal communication, professional stakeholder follow-through and ability to manage global hand-offs.
• Ability to interpret policies, exercise judgement within defined authority and escalate sensitive matters appropriately.
• Comfort operating in a GCC or shared services model with SLAs, queues, escalations, quality reviews and governance forums.
• Ability to coach team members, structure problem solving and convert process knowledge into repeatable operating guidance.
• Sound judgement in handling confidential employee information and maintaining data privacy.

Key Skills and Tools

• Workday HCM
• SAP SuccessFactors Employee Central
• ServiceNow HRSD
• policy knowledge base
• reporting dashboards

Experience and Capabilities

• 5-7 years of hands-on HR operations, GCC, GBS or shared services experience across employee lifecycle, HR case management and HR advisory / Tier 2 support
• Experience leading daily operations, workload allocation, quality checks, escalations and SLA delivery
• Strong working knowledge of HR ticketing, case documentation, employee-data confidentiality and audit controls
• Ability to use Workday or a comparable HCM platform for employee data lookup and transactions
• ServiceNow HRSD or comparable HR helpdesk / case management workflow experience
• Demonstrated stakeholder management, team coaching and strong business English
• Nice to have Pharma, life sciences, GCC or regulated-industry HR operations experience
• Exposure to BOT, transition or knowledge-transfer environments
• Experience with process documentation, knowledge-base governance, dashboards, root-cause analysis or continuous improvement
• Awareness of data privacy, GDPR, HR compliance and audit-support requirements

Qualifications and Experience

Qualification

• Bachelor of Business Administration
• Master of Business Administration
• Post Graduate Diploma in Management
• PG Diploma in Human Resource Management

Experience

• HR shared services 5-7 yrs

What we look for

People with the ability to work in a collaborative manner to provide services across multiple client departments while following the commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. We look for people who are agile, curious, mindful, and able to sustain positive energy, while being adaptable and creative in their approach.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.