HR Operations & Client Delivery Lead

Location Mohali, Punjab — On-Site

Shift Night Shift

Department Human Resources & People Operations

Reports To HR Director / Head of HR

Employment Type Full-Time, Permanent

Experience Required 5+ Years in HR Operations / HRBP roles

Education MBA – HR / PGDM (HR) or equivalent postgraduate degree

ROLE OVERVIEW

The HR Operations & Client Delivery Lead is a senior, client-facing HR professional who serves as the strategic people partner for business units and client accounts. This role is anchored in HR Business Partnering — driving workforce planning, employee lifecycle management, performance enablement, compliance, and talent development — while ensuring seamless delivery of HR services to internal stakeholders and external clients.

Recruitment sits within the scope of this role as a supervised function; the incumbent will oversee and govern the recruitment process and team without being measured on it as a primary deliverable. Instead, the core KPIs are centered on HR operations excellence, employee experience, client satisfaction, and people metrics.

A.  HR Business Partnering (Primary)

▪      Act as a trusted strategic HR advisor to business unit heads and client account managers.

▪      Partner with leadership to understand business objectives and align people strategies accordingly.

▪      Drive org design, headcount planning, and workforce restructuring conversations.

▪      Lead employee relations — counsel managers on performance, conflict resolution, disciplinary actions, and grievances.

▪      Conduct skip-level meetings, pulse checks, and engagement diagnostics; present actionable insights to leadership.

▪      Champion diversity, equity, and inclusion initiatives across assigned business units.

▪      Support change management initiatives, including mergers, restructures, and new client ramp-ups.

B.  HR Operations & Service Delivery

▪      Own the end-to-end employee lifecycle for assigned accounts: onboarding → performance → retention → exit.

▪      Ensure accuracy, governance, and compliance of HR data in HRIS systems.

▪      Drive operational SLAs for HR services, including documentation, policy adherence, and query resolution.

▪      Manage and continuously improve HR SOPs, process maps, and governance frameworks.

▪      Coordinate with payroll, compliance, and finance teams for seamless HR-ops delivery.

▪      Ensure 100% statutory and regulatory compliance (PF, ESI, gratuity, labor law, etc.) for assigned accounts.

▪      Oversee offboarding processes, including exit interviews, clearances, and knowledge transfer.

C.  Client Delivery & Stakeholder Management

▪      Serve as the primary HR point of contact for allocated client accounts (internal or external).

▪      Conduct periodic business reviews with clients on HR health metrics, attrition, headcount, and compliance.

▪      Build strong client relationships and proactively anticipate HR needs aligned to client contracts.

▪      Ensure client-specific HR deliverables are met within agreed timelines and quality standards.

▪      Collaborate with account management and delivery teams to support client escalations.

D.  Performance Management & Talent Development

▪      Drive the performance appraisal cycle — calibration sessions, bell curve management, and PIP governance.

▪      Identify high-potential employees and design individual development plans (IDPs).

▪      Partner with L&D to ensure training needs are captured and fulfilled as per business requirements.

Coach managers on effective feedback delivery and performance documentation

E.  Recruitment Oversight (Supervisory — Not Primary KPI)

Recruitment is a governed, supervised function within this role:

▪      Oversee the recruitment team and ensure hiring plans are executed within approved TATs and budgets.

▪      Review and approve job descriptions, offer letters, and hiring decisions at designated bands.

▪      Monitor quality-of-hire metrics and recruiter performance dashboards.

▪      Intervene strategically in senior or critical role hiring as a business partner.

▪      Ensure recruitment practices comply with organizational policies and DEI commitments.

Note: Day-to-day recruitment execution is handled by the Talent Acquisition team. This role governs the function, not drives it.

Core Competencies

▪      HR Business Partnering & Consulting

▪      Employee Relations & Conflict Resolution

▪      HR Operations & Service Delivery Management

▪      Stakeholder & Client Relationship Management

▪      Data-Driven Decision Making & People Analytics

▪      Change Management & Organizational Development

▪      Labor Law & Statutory Compliance

Technical Skills

▪      Proficiency in HRIS platforms (Zoho People, Darwinbox, SAP SuccessFactors, or equivalent)

▪      Advanced Excel / Google Sheets for MIS and reporting

▪      Familiarity with ATS platforms for recruitment oversight

▪      Experience with engagement and performance tools

Behavioral Attributes

▪      Strong executive presence and influencing ability

▪      High emotional intelligence and empathy

▪      Proactive, solutions-first mindset

▪      Comfortable operating in ambiguity and fast-paced environments

Collaborative yet assertive — able to hold ground with leadership

 EXPERIENCE & QUALIFICATIONS

▪      5+ years of progressive HR experience, with a minimum of 3 years in an HRBP or HR Operations Lead capacity.

▪      Demonstrated experience in client-facing HR service delivery roles (BPO, KPO, IT/ITeS, or staffing environments preferred).

▪      Experience managing or supervising recruitment teams is an asset.

▪      Proven track record of managing HR for 200+ employee headcount.

▪      Strong knowledge of Indian labor laws and compliance frameworks.

▪      Swing shift compatibility is mandatory — must be comfortable working afternoon to late-evening hours.

WHAT WE OFFER

▪      Competitive salary benchmarked to industry standards

▪      Structured career progression into Senior HRBP / HR Manager / HR Head roles

▪      Direct visibility and access to senior leadership and client stakeholders

▪      Performance-linked incentive tied to KPI achievement

▪      Learning & development budget for certifications and HR tools training

▪      Collaborative, high-performance HR team culture