Director, Head of Operations People Services Delivery

Job Description

KPI and SLA Management

- Lead daily stand-ups with Kroll Service Tower Leads and Genpact Teams using Service Now / Power BI tools to review performance, blockers, and priorities.
- Monitor and drive delivery against KPIs and SLAs, ensuring timely resolution of issues and escalations.
- Own and evolve dashboards, MI and other reporting for quality metrics, turnaround times, and service levels.
- Use data and insights to identify bottlenecks, root causes, and opportunities for improvement and to deliver recommendations to People Function Leadership.

Process Improvement and Operational Excellence

- Lead incremental process improvements across all Service Towers to enhance efficiency, accuracy, and employee experience Partner closely with the Head of People Systems (Kroll) to ensure that all relevant opportunities are delivered.
- Support the strategic expansion of People Services by identifying and integrating new service areas (e.g. Talent and Learning), in alignment with Kroll s evolving business needs.
- Strengthen Tier 0/1 resolution capabilities to reduce dependency on Tier 2 (in-country) support, through automation, knowledge base enhancements, and frontline enablement.
- Champion SOP adherence, and ensure consistent execution across delivery teams.
- Drive issue and incident management, ensuring swift resolution and prevention of recurrence which will include investing time in knowledge transfer and ongoing education and training.
- Drive adoption and usage of new processes and systems across HR and the business, fostering behavioral change through targeted engagement, training, and reinforcement strategies.
- In partnership with the Head of People Systems, ensure new solutions are adopted by Genpact to refine delivery models and new processes to improve SLAs and business outcomes, including updating and governing service protocols and process documentation.

Stakeholder Engagement

- Act as the primary interface between Genpact delivery teams and Kroll People Service Tower Leads.
- Facilitate cross-people tower / cross function collaboration (e.g. Finance and IT Delivery Towers) to ensure alignment on priorities and service expectations.
- Lead on any Pre-payroll and Payroll queries and issues as required working closely with Finance Team to ensure prompt resolution.
- Support and monitor compliance requests to ensure audit/incident readiness.

Reporting and Governance

- Own the reporting framework for service delivery; ensuring Genpact deliver monthly/quarterly business reviews and operational scorecards and metrics.
- Support governance forums and contribute to strategic planning sessions.

People Leadership

- Partner with Genpact team on workforce planning and recruitment strategies for Genpact delivery teams, ensuring alignment with service delivery goals and talent needs.
- Provide coaching and support to Genpact Service Tower leads and staff.
- Foster a culture of accountability, service excellence, and continuous learning.
- Support structured knowledge transfer and succession planning.

Candidate Profile

Experience

- Minimum 10+ years in BPO, shared service/offshored/captive service delivery, ideally in HR operations ideally supporting professional services or financial service clients.
- Proven track record managing KPIs, SLAs, and operational cadence in a multi-tower environment.
- Excellent working knowledge/experience of Oracle HCM and Service Now is essential.

Skills and Attributes

- Strong operational mindset with a bias for action and detail; self-starter who can take problems through to recommendation/resolution.
- Excellent stakeholder management and written/verbal communication skills.
- Analytical and data-driven, with a focus on metrics, dashboards, and root cause analysis.
- Comfortable navigating matrixed environments and driving outcomes through influence able to navigate complex global environments and build strong relationships.
- Proven ability to lead change initiatives and influence adoption across diverse stakeholder groups.
- Operations focused, pragmatic, and solutions oriented.
- Passionate about process discipline, service delivery, and continuous improvement

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