Manager, HR Vendor Management & Operations – India
Job Summary :
Our Client, a Fortune 100 company with nearly a century of strength, stability, and purpose-driven innovation, is expanding its global technology footprint. Our Global Capability Centre (GCC) in Hyderabad plays a strategic role in delivering secure, scalable, and customer-focused digital solutions that support millions of individuals and businesses across the U.S.
At Our Client, you’ll join a forward-thinking team that embraces agile ways of working, fosters a collaborative and inclusive culture, and invests in emerging technologies like cloud, data, AI, and cybersecurity. Our associates contribute to meaningful work that protects futures and strengthens communities—making a real impact every day.
Job Profile Summary :
The Key focus areas of the role will be :
- Vendor Management & Governance (Primary Ownership – India)
- Serve as the India accountable owner for day-to-day governance, performance management, and issue resolution across all HR operational vendors (payroll, absence, benefits and related services).
- Run a formal vendor governance cadence (monthly/quarterly), including SLAs, KPIs, issue logs, root-cause analysis, and remediation plans.
- Partner with U.S. HR COEs (as global functional owners) to ensure vendor services meet global design, experience, and control standards, while adapting execution to India regulatory requirements.
- Coordinate with Procurement, Legal, Finance, and Risk on vendor contracts, renewals, scope changes, and service expansions affecting India.
- Ensure vendors comply with data privacy, information security, and regulatory obligations related to associate data handling.
2. Pay, Absence & Benefits Operations (End-to-End Operational, Financial Governance & Controls Accountability)
- Own end-to-end operational oversight and execution for India payroll, time/absence, and benefits, within U.S.-defined policy and program frameworks.
- Ensure accurate and timely monthly payroll and absence cycles, statutory filings, and reconciliations, leveraging the local technical SME for configuration and detailed processing.
- Oversee administration of statutory and non-statutory benefits, ensuring alignment across policy, vendor execution, and payroll outcomes.
- Own cross-system data integrity, including payroll–GL, payroll–benefits, and time/attendance–payroll reconciliations.
- Act as the final escalation owner in India for complex pay, leave, and benefits issues.
- Validate payroll funding accuracy and statutory remittance schedules.
- Oversee reconciliation of vendor invoices against contractual terms and service delivery metrics.
- Monitor benefits funding, insurer settlements, and claim administration accuracy.
- Partner with Finance on accruals, provisions (e.g., gratuity, leave liability), and year-end processes.
3. Compliance, Risk & Control Framework (India Law, U.S. Standards)
- Ensure HR operations and vendor activities comply with India labor, tax, and social security regulations (PF, ESI, Professional Tax, gratuity, maternity, leave laws).
- Maintain a robust control environment (maker–checker, approvals, reconciliations, access controls, documentation) aligned to U.S. enterprise risk standards.
- Lead India HR operations through audits, inspections, and regulatory reviews, ensuring documentation, SOPs, and evidence are complete and current.
- Intentionally monitor regulatory changes and translate requirements into operational and vendor changes, coordinating with U.S. HR, HR Tech, and COEs.
- Ensure payroll and other critical HR services have documented Business Continuity Plans (BCP) and Disaster Recovery (DR) procedures.
- Conduct periodic tabletop testing of payroll continuity, statutory filing backup plans, and system outage scenarios.
- Maintain documented contingency plans for regulatory changes, strikes, system failures, or vendor disruptions.
4. Associate Experience & Service Delivery (Execution Accountability)
- Ensure vendor-delivered services provide a compliant, consistent, high-quality associate experience aligned with Nationwide standards.
- Partner with India HRBPs, HR Service Center/OAR, and U.S. HR to design and continuously improve end-to-end associate journeys.
- Oversee vendor helpdesk and case management practices for HR functions with clear accountability for timeliness and accuracy.
- Lead India-facing communications for pay, absence, and benefits changes, in partnership with HRBPs, Communications, and vendors.
5. Data, Reporting & Continuous Improvement (Operational Insight Owner)
- Own India operational dashboards and KPIs (accuracy, timeliness, SLAs, case volumes, defect trends).
- Use data from vendors, Workday, and HR systems to identify trends and drive process, control, and automation improvements.
6. Global & Cross-Border Partnership (Explicit Bridge Role)
- Serve as the primary operational liaison between India HR Operations and U.S.-based HR COEs, HR Technology, and Enterprise Risk teams.
- Represent India in global HR operations and vendor forums, ensuring India requirements are reflected in global decisions.
- Collaborate with broader India HR leadership to integrate vendor-supported services into the overall HR operating model.
7. People Leadership (Player–Coach Model)
- Provide direct leadership and coaching to the Pay/Absence Specialist and other India HR operations resources.
- Maintain hands-on involvement in complex vendor issues, audits, escalations, and regulatory matters while ensuring strong delegation and controls.
- Foster a continuous learning and improvement culture, encouraging adoption of best practices from the U.S. and other markets while honoring India-specific needs.
8. Business Continuity & Disaster Recovery (New Subsection Under Risk)
- Ensure payroll and critical HR services have documented Business Continuity Plans (BCP) and Disaster Recovery (DR) procedures.
- Conduct periodic tabletop testing of payroll continuity, statutory filing backup plans, and system outage scenarios.
- Maintain documented contingency plans for regulatory changes, strikes, system failures, or vendor disruptions.
Qualification Criteria
Overall Experience
- 10-12 years of progressive HR operations experience, with a minimum of 6 years in India-specific HR operations within a multinational, GCC, or large-scale corporate environment.
- Demonstrated ownership of end-to-end HR Vendor Management, Complaince, Payroll, Risk & Audit, Absence, and benefits operations for a 1,000+ headcount India entity.
- Prior exposure to U.S.-headquartered or globally governed organizations is strongly preferred — candidates who have worked within a GCC or BOT, setup will be at an advantage.
EDUCATION & CERTIFICATIONS
- Graduate degree in Human Resources, Business Administration, Commerce, or a related discipline. MBA / Post Graduate Diploma in HR or Finance is preferred.
- Workday HCM certification or training credentials are a plus.
- Familiarity with global HR risk and controls frameworks (SOX, COSO, or equivalent enterprise risk standards) is beneficial for candidates from BFSI sector backgrounds.
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