Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Senior Manager (Team Manager), HR Service Management
This role is pivotal in enhancing HR service delivery by leveraging HR knowledge articles, managing content, and reporting to optimize workforce performance. The ideal candidate will possess a robust background in HR service management, operational support, and fostering collaboration across HR and business functions.
Responsibilities

1. Leadership Team Management
• Lead a cross-functional delivery team of 20–40 staff, including Analyst, senior analysts, and leads.
• Provide structured coaching, mentoring, and performance feedback through regular 1:1s, team huddles, and development plans.
• Manage staffing plans, shift rosters, and training needs to ensure full coverage across multiple time zones.
• Own the onboarding and integration of new team members, ensuring readiness to meet client-specific standards.
• Drive employee engagement by fostering a high-trust, inclusive, and performance-oriented work environment.
• Lead business continuity planning for seasonal volume spikes and expansion into new hiring geographies or functions.

2. Strategic Oversight and Operations Management:
• Define and implement knowledge management strategies aligned with organizational goals.
• Drive initiatives to enhance process accuracy, compliance, and efficiency.
• Manage the HR service management function for a global workforce, ensuring timely and accurate processing.
• Oversee escalations and provide resolutions for complex process issues.

3. Stakeholder Engagement:
• Collaborate with HR, Finance, and external vendors to streamline service management operations.
• Engage with senior leadership to align service management strategies with business objectives.
• Conduct strategic review sessions, governance calls, and quarterly business reviews (QBRs) to drive alignment and performance.
• Partner with client-side process owners to co-create strategy for continuous process improvement and employee experience design.

4. Compliance and Innovation:
• Ensure compliance with global and local regulations.
• Drive adoption of new technologies and automation to enhance service management processes in alignment with ALDI
• Ensure delivery compliance with GDPR, EEO, diversity mandates, and geography related regulations.
• Lead periodic internal reviews, documentation audits, and risk assessments for service management processes.

5. Reporting Process Excellence
• Drive lean process design, automation, and digitization across service management and workflows.
• Implement standard operating procedures (SOPs), quality assurance frameworks, and continuous improvement charters.
• Partner with tech teams and platform owners to streamline system usage, reduce manual tasks, and improve turnaround.
• Benchmark performance and process maturity with global best practices and identify innovation opportunities.
Qualifications we seek in you
Minimum Qualifications

• Bachelor’s degree in HR, Operations, Management, or a related field (MBA preferred).
• 10-12 years of Service Management experience, with at least 3 years in leadership.
• Expertise in global HR management and compliance.
• Five Days working from Office

Preferred Qualifications/ Skills
• Proven track record in process automation and optimization.
• Certifications in HR management or HR operations.

Key Skills and Attributes:
• Strategic thinking and problem-solving abilities.
• Strong leadership and interpersonal skills.
• Proficiency in HR Service Management application, Workday systems and ticketing tools (ServiceNow/Zendesk)
• Effective communication and stakeholder engagement skills.

Why join Genpact?
• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000 bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.