Delivery Lead – HR Shared Services

Roles & Responsibilities :

The Delivery Lead - HR Shared Services will be responsible for end-to-end service delivery of core HR operations, with a strong focus onEmployee Data Management, Leave Management, Time & Attendance, and Organization & Position Management in SAP. The role requires strategic leadership, operational excellence, and deep expertise in automation and bot management to drive efficiency, accuracy, and scalability of HR services.

Service Delivery & Operations

• Lead and manage HR Shared Services delivery for:

  • Employee Data Management (hire to retire lifecycle)

  • Leave Management

  • Time & Attendance

  • Organization and Position Management in Employee Central

• Ensure SLAs, KPIs, and compliance standards are consistently met or exceeded.

• Act as the escalation point for complex operational and system-related issues.

SAP & HR Systems

• Own and govern HR processes configured inSAP & Employee Central (HCM /

• SuccessFactors as applicable), specifically:

• • Organizational Management (OM)

  • Position Management

  • Personnel Administration (PA) data elements

• Partner with HRIT and SAP teams for enhancements, upgrades, and process optimization.

• Ensure data integrity, audit readiness, and compliance with internal and external regulations.

• Team Management & People Leadership

• Lead, mentor, and develop large, multi-layered HR Shared Services teams (managers, team leads, and specialists).



• Define team structure, roles, capacity models, and skill requirements aligned to SAP-driven operations.

• Drive performance management, goal setting, and succession planning for the HR Shared Services function.

• Build strong SAP EC capability within the team through:

• Training and upskilling

• Knowledge management and cross-skilling

• Certification and learning roadmap

• Foster a culture of accountability, continuous improvement, and customer-centric service delivery.

Automation & Bots Management

• Overseedesign, deployment, and ongoing management of HR bots / RPA solutions.

• Identify opportunities for automation across HR Shared Services processes.

• Drive continuous improvement through digitalization and straight-through processing.

• Monitor bot performance, exception handling, and ROI realization.

Leadership & Stakeholder Management

• Lead large, multi-location HR operations teams.

• Coach and develop managers and team members for high performance.

• Partner with HR Business Partners, COEs, IT, and external vendors.

• Present service performance, risks, and improvement plans to senior leadership.

Governance & Continuous Improvement

• Define and maintain standard operating procedures (SOPs) and process documentation.

• Drive Lean / Six Sigma or similar continuous improvement initiatives.

• Ensure adherence to data privacy, information security, and labor law requirements.

• Support internal and external audits related to HR operations and systems.

Qualifications

Educational qualification:

MBA / PGDM in Human Resources

Experience :

18+ yearsoverall experience in HR Shared Services / HR Operations

Mandatory/requires Skills :

Functional & Technical Skills

• Deep expertise inHR Shared Services operations

• Strong hands-on knowledge ofSAP HCM / SAP SuccessFactors(OM, PA, Time, Leave)

• Proven experience inRPA / Bots managementwithin HR processes

• Strong understanding of HR data governance and compliance

• Experience managing large-scale, global or regional HR operations

Leadership & Behavioral Skills

• Strong people leadership and change management capability

• Excellent stakeholder management and communication skills

• Strategic thinking with a strong operational execution mindset

• Data-driven decision-making and problem-solving skills

Preferred Skills :
Good working knowledge of MS Excel, including formulas, pivot tables, data validation, and report preparation

Additional Information

Responsible for managing overall employee life cycle onboarding, Exit, service award, query handling, grievance management and other activities