Director -Global HR Shared Services & Client Delivery

Job highlights

• 16-20 years in HR Shared Services operations with P&L management and AI/digital transformation experience
• Lead global HR Shared Services operations, manage client relationships, drive automation and operational excellence, develop teams, and ensure SLA adherence

About the job

Outscale Partners is looking for a dynamic Director - Global HR Shared & Client Services business unit. Reporting directly to the CEO, you will lead a team of approximately 100+ professionals delivering HR operations for global clients while driving operational excellence, AI-enabled transformation, client satisfaction, and business growth.

Note -

This is not a traditional Internal HR Director role. The position is responsible for leading and scaling HR Shared Services operations for external clients, ensuring service excellence, operational efficiency, client satisfaction, SLA adherence, process transformation, and business growth.

Key Responsibilities

• Lead end-to-end HR Shared Services operations, ensuring delivery against SLAs, quality, productivity, and compliance targets.
• Manage client relationships, conduct governance reviews, and identify opportunities to expand existing engagements.
• Drive operational excellence through Lean methodologies, process standardization, automation, and AI adoption.
• Lead, coach, and develop managers and operational teams to build a high-performance culture.
• Own operational KPIs, workforce planning, budgets, profitability, and continuous improvement initiatives.
• Partner with Sales and Solutions teams during new client transitions and business expansion opportunities.
• Build scalable operating models capable of supporting rapid organizational growth.
• Ensure strong governance, risk management, and compliance across all operations.

What We're Looking For

• 16 - 20 years of experience in HR Shared Services operations.
• Proven experience managing HR Shared Services or employee lifecycle processes for global external clients.
• Proven experience in Managing P&L.
• Demonstrated leadership of teams of 75 - 300+ employees through multiple levels of management.
• Strong understanding of operational metrics, workforce management, client governance, and process improvement.
• Experience leading automation, AI, digital transformation, or RPA initiatives is highly desirable.
• Excellent leadership, stakeholder management, communication, and problem-solving skills.
• Bachelor's degree required; MBA or Lean Six Sigma certification is an advantage.
• This is a 5 day in office role at our Gurugram location

Success in This Role

You will be measured on:

• Client satisfaction and SLA achievement
• Automation and AI adoption
• Operational efficiency and productivity improvements
• Margin enhancement and cost optimization
• Employee engagement and talent development
• Business growth within existing accounts

Why Outscale?

This is an opportunity to work directly with the CEO and help build the next generation of AI-enabled business operations. You'll have an active role to play in shaping strategy, influence technology adoption, develop future leaders, and make a measurable impact in a fast-growing global organization. If you're passionate about operational excellence, transformation, and building high-performing teams, we'd love to hear from you.