Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.We are inviting applications for the role of Human Resources Operations Tower Lead – Senior Manager – English – Hybrid BucharestIn this role, you will be responsible for overall HRO operations. Focus on continuous process improvements and adaptive changes. Develop and manage effective working relationships in the organization and actively collaborate with all clients. Responsibilities·Review delivery of payroll processing service, ensuring the operational aspects of payroll processing and associated activities are accurate and delivered within appropriate timeframes and comply with relevant legislation.·Strong understanding and proven abilities of executing Global Payroll industry standards and market landscape that will determine the value proposition and competitive advantage for the shared service hub.·Actively work with other leaders and internal team members in identifying and implementing the process standardization, simplification and automation opportunities, and act as a mentor/support for the teams.·Coach, mentor, train and coordinate the activities of the team.·Understand the use of data to give insights to the business. Be able to make decisions using data.·Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks.·Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies. ·Owning implementation and delivery of Operational Excellence Framework including Visual Management System. ·Utilize capacity management tools to rightly schedule resources to meet demand for operations. ·Ensure the teams have all operational resources, such as IT, Facility, Training, etc. ·Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool during Transition and post go-live.·Create reporting both for client and Genpact management for Operations review. ·Participate in governance meetings at country / region level; Actively work with the team and ensure right collaboration with the team members properly to meet the deliverables and motivate & help them to develop the process standards. ·Completing the HRO process controls established through the internal policies. ·Daily Quality check of volume processed by team. ·Updating 360 dashboard daily. ·Manages the team for the creation, update, and review exercises of the standard operating procedures to ensure approval as per the expected deadlines. ·Monitors and follow-up the training plans for the team members; completion on time and highlight potential risks for delays. Ensures the back up and cross training structures in the team. Client: Display and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction Escalation tracking and resolution for client issues Be part of the client organization to drive improvement projects Own and hold periodic reviews with clients on Operational performance Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy People: People management – Ensuring Retention metrics are met, and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives Being part of people initiatives organized by HR team and owning delivering on the same Monthly, Quarterly and Yearly Individual Performance discussions and appraisal Developing development action plans, coaching, and mentoring team members, developing talent, organizing career path meetings with team members Owning and facilitating team meetings daily for better process performance and enhancement Conflict Management and resolving issues not only within team, but also inter-team and cross functional Maintain discipline and positive behavior / environment in the team Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc. Own organization of motivational programs for team members Participating in selection of new team members or hires within Genpact Ensuring Learning Path for all team members is completed within deadlines Keeping the team motivated and focused, closely monitoring the service delivery operations to ensure compliance with key metrics and contractual SLAs, interacting with and managing customers & key stakeholders on a day-to-day basis and undertaking regular process improvement measures based on customer feedback and data analytics Profitability: Input and maintain data in all HR and Finance related tools to ensure right billing Drive productivity improvements within operations Farm new opportunities for revenue enhancement or cost reduction. QualificationsMinimum qualifications Full professional knowledge of English, min. C1 Bachelor's degree or equivalent experience. Should be Analytically & Academically sound Excellent Leadership skills. Relevant People Leader experience Demonstrated experience in resource management, team performance management, recruitment, and training Proficient in using the MS Office package especially with MS Excel, PowerPoint, Outlook Excellent communication & presentation skills Relevant HRO domain experience Preferred Qualification·Experience in operation in an outsourced environment of HRO domain and in-depth end to end process knowledge ·Ability to lead and build teams and built multiple internal partners.·Ability to build client partnership and work in cross functional teams, especially with relationship and sales team·Ability to work in ambiguous environment. ·Quality – Lean and six sigma knowledge and quality driven person·Must demonstrate a high level of self-motivation, energy and flexibility·Ability to handle multifaceted volumes of workloads and to reach targets and deadlines on a timely basis·Innovative and always looking for continuous improvement in order to develop succession plan for staffWhat can we offer? Attractive salary Work in a multicultural and diverse environment with employees from over 30 countries Genpact professional trainings and distinguished career development opportunities Friendly work environment (Best Office Award 2015) Free access to our award-winning learning platform Benefits such as gym, cafeteria, hairdresser, and a medical center, all conveniently located on the office campus