HR Operations Delivery Lead Manager

Delivery Lead Manager

Skill required: Talent & HR - Talent Management
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Level 7 – Service Delivery Lead – Employee Services HR Operations Job Title Service Delivery Lead – Employee Services HR Operations Group Employee Services / HR Operations Business Unit/Deal Employee Services Reporting to Service Delivery Manager – Level 6 Key Responsibilities • Act as the primary point of contact for all service delivery activities within the Employee Services HR Operations tower, ensuring seamless end-to-end service execution. • Oversee and manage day-to-day HR operations delivery including employee lifecycle transactions, HR helpdesk, payroll support, benefits administration, onboarding/offboarding, and workforce data management. • Monitor and govern SLA/KPI performance; drive root cause analysis and corrective action plans for any service failures or deviations. • Lead a team of HR operations specialists; provide coaching, performance management, and professional development to build a high-performing service delivery team. • Partner with client HR stakeholders and business leads to understand evolving service requirements, address escalations, and ensure consistent client satisfaction.• Drive cont • Drive continuous improvement initiatives leveraging Lean, Six Sigma, or similar methodologies to enhance process efficiency, reduce cycle time, and improve quality. • Collaborate with technology and automation teams to identify and implement opportunities for RPA, AI-driven solutions, and workflow digitization within HR operations processes. • Ensure compliance with applicable labor laws, data privacy regulations (GDPR, PDPA, etc.), and internal HR governance frameworks across all service delivery activities. • Manage transition and transformation activities for new scope additions, migrations, or client expansions within the Employee Services portfolio. • Prepare and present periodic operational performance reports, dashboards, and insights to senior management and client stakeholders.
What are we looking for? • Facilitate effective communication between onshore and offshore delivery teams to ensure consistent service standards across geographies. • Support contract management activities including review of service schedules, change requests, and SOW amendments within delegated authority. Knowledge and Skill Requirements • In-depth knowledge of HR operations processes including hire-to-retire lifecycle, payroll operations, benefits administration, employee data management, and HR shared services delivery models. • Strong understanding of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and experience in managing performance metrics and dashboards. • Proven ability to lead and develop diverse teams in a high-volume, multi-client or shared services environment. • Excellent stakeholder management and client communication skills with the ability to influence and build trusted relationships at all levels. • Strong analytical and problem-solving skills; ability to interpret data, identify trends, and present actionable recommendations. • Working knowledge of HR technology platforms such as Workday, SAP SuccessFactors, Oracle HCM, ServiceNow HR, or similar HRIS/case management tools. • Experience in driving continuous improvement and lean process transformation within HR or business process outsourcing environments. • Understanding of workforce compliance, data privacy, and regulatory requirements relevant to HR operations. • Effective project management skills with the ability to manage multiple priorities and deliver results under tight timelines. • Strong written and verbal communication skills; proficiency in preparing management reports and executive-level presentations. Preferred Qualification • Graduate and/or Post-Graduate degree in Human Resources, Business Administration, or a related discipline from a recognized University. • Minimum 12–15 years of overall experience with at least 8–10 years in HR Operations or HR Shared Services delivery in a BPO/outsourcing or large enterprise
Roles and Responsibilities: • Prior experience managing a team of 50 or more HR operations professionals with full accountability for service delivery quality and team performance. • Certification in HR (e.g., SHRM-CP/SCP, PHR/SPHR, CIPD) or Process Improvement (e.g., Lean, Six Sigma Green/Black Belt) is an added advantage. • Demonstrated experience in client-facing roles within HR outsourcing, preferably managing multi-geography or multi-process Employee Services engagements. • Familiarity with HR technology transformation, automation, and digital enablement initiatives within HR shared services. • Experience working in a global delivery model with onshore-offshore team structures. Key Performance Indicators (KPIs) • Achievement and maintenance of agreed SLA/KPI targets across all HR operations processes under scope. • Client satisfaction scores (CSAT/NPS) and stakeholder feedback ratings. • Team attrition rate and employee engagement scores within the service delivery team. • Volume of process improvement initiatives implemented and measurable efficiency gains delivered. • Accuracy and timeliness of HR transactions (e.g., payroll accuracy, data management error rates, case resolution time). • Compliance adherence – zero critical audit findings or regulatory breaches. • Successful delivery of transition, transformation, or scope expansion milestones within agreed timelines.