Associate Delivery Head - HRO Operations

Role Summary:

We are seeking an experienced Associate Delivery Head - HRO Operations to lead large-scale HR Operations and HRO service delivery engagements for global clients, with a strong focus on the US and UK markets.

The role will be responsible for driving operational excellence, client satisfaction, business growth, transformation, governance, and service delivery across the Hire-to-Retire (H2R) spectrum.

The ideal candidate will bring deep expertise in HR Shared Services, HR Outsourcing, global delivery operations, transitions, digital transformation, and stakeholder management, along with a proven track record of managing complex, multi-country HR operations engagements.

Role & Responsibilities:

Delivery Leadership

• Lead end-to-end HRO service delivery for global clients.
• Drive operational excellence across HR service lines, ensuring achievement of SLA, KPI, quality, productivity, and compliance targets.
• Manage delivery across the Hire-to-Retire spectrum, including:
• HR Administration
• Employee Lifecycle Management
• Onboarding & Offboarding
• Benefits Administration
• Payroll Support
• HR Helpdesk / Employee Contact Center
• Workforce Data Management
• Talent Acquisition Support Operations

Client Management & Governance

• Serve as the primary delivery leader for strategic client engagements.
• Build and manage relationships with senior HR and business stakeholders.
• Lead governance reviews, operational reviews, and business performance discussions.
• Drive customer satisfaction, retention, and account growth initiatives.
• Partner with clients on operational improvements and transformation opportunities.

Transformation & Continuous Improvement

• Lead transitions, process migrations, and stabilization programs.
• Identify and implement opportunities for automation, AI-led transformation, workflow optimization, and digital HR solutions.
• Drive process standardization and best-practice adoption across delivery teams.
• Champion Lean, Six Sigma, and continuous improvement methodologies.

Financial & Operational Management

• Own operational performance and service delivery outcomes.
• Drive productivity improvement, cost optimization, and resource utilization.
• Support account profitability and financial objectives.
• Manage operational risks, escalations, and business continuity requirements.

People Leadership

• Lead and develop large, geographically dispersed delivery teams.
• Build a high-performance and customer-centric culture.
• Drive talent development, capability building, succession planning, and employee engagement.
• Manage workforce planning, capacity planning, and leadership development initiatives.

Compliance & Risk Management

• Ensure adherence to contractual commitments, client policies, and regulatory requirements.
• Drive audit readiness, data privacy compliance, and operational controls.

Desired Experience

• 15+ years of experience in HRO, HR Shared Services, HR Operations, or HR Transformation.
• Experience managing large global delivery teams and enterprise client engagements.
• Strong exposure to US and UK clients.
• Experience with transitions, shared services, process excellence, and HR transformation programs.
• Exposure to HR technology platforms such as Workday, SuccessFactors, Oracle HCM, ServiceNow HRSD, or similar solutions is preferred.

Education

• Bachelors degree in human resources, Business Administration, Operations, or a related field.
• MBA / PGDM preferred.

Preferred Certifications

• Lean Six Sigma Green Belt / Black Belt
• Project Management Certifications
• HR Technology Certifications (Workday, SuccessFactors, Oracle HCM, ServiceNow HRSD, etc.)
• Process Excellence or Transformation Certifications