Global Process Owner - BPO HR

We are seeking an experienced Global Process Manager – HRO to lead the standardization, optimization, and transformation of Human Resources Outsourcing processes across global operations.

The Global Process Manager will work closely with client stakeholders, delivery teams, and cross-functional partners to ensure consistent service delivery, strong governance, operational excellence, and continuous improvement across in-scope HRO services. The role will focus on improving process performance, driving automation and transformation initiatives, managing operational risks, and ensuring achievement of established SLAs, KPIs, quality, and compliance standards.

Key Responsibilities

Client Relationship & Governance

• Serve as the primary point of contact for the client across all engagement and service delivery matters.
• Build and maintain strong relationships with executive and operational stakeholders to strengthen client satisfaction and long-term partnership.
• Lead governance forums including weekly/monthly business reviews, QBRs, and executive steering committees .
• Proactively manage client expectations, escalations, operational risks, and service concerns.
• Understand evolving client priorities and align delivery strategies accordingly.

HRO Service Delivery & Operations

• Own end-to-end service delivery across all in-scope HRO processes and locations.
• Ensure performance against contractual SLAs, KPIs, quality, productivity, compliance, and customer experience commitments .
• Partner with delivery leaders to identify performance gaps, develop corrective actions, and drive sustainable improvement.
• Manage operational risks and ensure issues are resolved with appropriate urgency and governance.
• Promote operational excellence and consistent service delivery across multi-location teams.

Transition & Transformation

• Provide leadership throughout the engagement lifecycle, including due diligence, transition, ramp-up, stabilization, and steady-state operations .
• Serve as a key liaison between the client, transition teams, and delivery organization.
• Drive continuous improvement, process optimization, automation, and transformation initiatives .
• Identify opportunities to improve productivity, service quality, employee experience, and operational efficiency.

Stakeholder & Team Leadership

• Lead cross-functional collaboration across Operations, HR, Transition, Technology, Quality, Workforce Management, and other support functions .
• Align internal teams with client expectations, contractual requirements, and strategic objectives.
• Provide leadership and mentorship to delivery managers and operational leads.
• Foster a culture of accountability, collaboration, continuous improvement, and high performance .
• Lead effectively across geographically dispersed and culturally diverse teams.

Financial & Commercial Management

• Own the engagement P&L , with accountability for revenue, cost, margin, and overall financial performance.
• Ensure adherence to contractual, commercial, and billing requirements.
• Partner with sales and business teams to identify cross-sell, upsell, and account expansion opportunities .
• Support commercial discussions related to scope changes, renewals, and new service opportunities.

Performance Management & Reporting

• Monitor critical engagement metrics including SLA performance, productivity, quality, attrition, financial performance, and operational risk .
• Deliver executive-level dashboards, performance reviews, and business updates.
• Use operational data and trends to identify root causes, risks, and improvement opportunities.
• Ensure performance improvement plans are established and tracked where required.

Qualifications & Experience

• Bachelor’s degree in Business, Human Resources, Operations, or a related discipline ; MBA preferred.
• 10–15+ years of experience in BPO/ITES, HRO, service delivery, operations, or client engagement.
• Strong Human Resources Outsourcing (HRO) domain experience .
• Demonstrated experience managing large, complex, and/or global client engagements .
• Proven experience with P&L ownership and commercial management .
• Experience leading transitions and managing multi-location or global delivery teams.
• Strong understanding of SLA/KPI management, governance, risk management, and operational performance .
• Experience driving transformation, automation, and continuous improvement initiatives is preferred.