Senior Manager HR Shared Services (HRSS)

Key Responsibilities:

1. Service model and governance - own the HRSS operating model, service catalogue, SOPs, SLAs and TATs; run daily, weekly and monthly reviews.

2. Payroll governance - hold the outsourced payroll vendor to its SLAs for 1,000+ employees and off-roll workers; sign off monthly inputs (including plant attendance, shift and overtime), review outputs, track exceptions and variances, and coordinate F&F inputs.

3. Ensure compliance with PF, ESIC, PT, LWF, Gratuity, labour code requirements, including filings, audits, policy updates and the mandatory training calendar.

4. oversee pre-onboarding, onboarding, BGV, confirmations, transfers, letters, records and exits through a single helpdesk with tiered resolution.

1. Set up and run the HR helpdesk, with a query-management tool, escalation matrix and resolution tracking.

2. Manage GPA, GMC and GTL insurance benefits: policy and grade-limit adherence, claims and query resolution, insurer/broker coordination and trackers.

5. Own HR data, analytics and dashboarding for HRSS: build and maintain MIS and dashboards on payroll, headcount, SLA adherence, helpdesk and insurance, and use the insights to spot risks and support decisions.

6. run root-cause analysis on delays and errors; remove manual work after standardizing

7. track transaction and ticket volumes, forecast workload and make the case for headcount.

8. Escalations: own Tier 3 cases (policy exceptions, sensitive employee matters, compliance risk, high-impact payroll disputes) with the GM COE and HRSS.

9. Lead the Payroll, Compliance & Lifecycle and HR Data, Systems & Analytics managers and the wider HRSS team; set goals, coach and build backup cover.

• Functional/ Technical

Capability Area Key Requirements

Domain Expertise • Payroll governance with an outsourced vendor: input sign-off, variance checks, exception management, F&F inputs; on-roll, workmen and off-roll workforce

• Statutory compliance PF, ESIC, PT, LWF, Gratuity and the new labor codes

• Designing SOPs, SLAs and service catalogues for shared services

• HR data analytics, MIS reporting and dashboarding

• Employee insurance benefits – GPA, GMC, GTL

Industry Knowledge • HR operations in a multi-location, multi-state organization with state wise statutory requirements

Systems & Tools • HRMS (including integration and master data)

• HR helpdesk / ticketing tools

• Analytics and dashboarding tools (MS Excel, Power BI or similar)

Industry Knowledge

• HR operations in a multi-location, multi-state organization with state wise statutory requirements

Systems & Tools

• HRMS (including integration and master data)
• HR helpdesk / ticketing tools
• Analytics and dashboarding tools (MS Excel, Power BI or similar)

Leadership/ Behavioral

• Process and governance mindset
• Data-driven decision making
• Partner management HRMS, insurer/broker and other vendors
• Change Management during shared - services transition
• Sound judgement on approvals and escalations, with integrity
• Team building, coaching and accountability

Job Key Stakeholders:

Internal CPO, HRBPs, Heads of Department, Finance, Legal, IT, Payroll and HRSS teams, employees.

External HRMS vendor, insurer/broker, statutory authorities and compliance consultants, other partner vendors.

Critical Experiences Required for the Job:

• 8+ yrs experience in leading HR shared services, HR operations or payroll in a multi-location organization
• Designing and rolling out SOPs, SLAs, service catalogues and an HR helpdesk
• Managing employee insurance benefits, claims and settlements
• Has built a service catalogue, SOPs, SLAs and a tiered helpdesk, and owned HRMS master data, UAT and integrations