Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
Responsibilities: Manage end-to-end employee lifecycle processes including onboarding, transfers, promotions, exits, and offboarding activities. Ensure timely and accurate execution of HR operations in alignment with organizational policies and compliance standards. Collaborate with cross-functional teams including Talent Acquisition, Payroll, C&B, and HRBP to ensure seamless employee experience. Monitor SLAs and quality metrics across lifecycle processes and implement corrective actions where needed. Maintain and update employee records in HR systems, ensuring data integrity and confidentiality. Support internal and external audits by providing necessary documentation and process insights. Drive process improvements and automation initiatives to enhance operational efficiency and employee satisfaction.
• Provide timely resolution of all queries based on both telephonic and non-telephonic contacts and execute the support model of the NBS Contact Center;
• Ensure the accuracy and timeliness of services delivered to employees is in accordance with Service Level Agreements
• Drive Operational Excellence
o Execute the standard support model for both Tier 1 and Tier 2 contacts for both telephonic and non-telephonic contacts.
o Provide direct support on guidelines, procedures, deep knowledge transfer on process, E2E view, status of requests, KPIs, SLAs, help chain, data standards
o Dispatch of Tier 2 queries to the right stakeholders and timely closure of tickets
• Ensure Service Delivery-
o Execute operational delivery of all activities pertaining to the contact center and ensuring the execution of the Contact Center Support Model for all service lines withing the service delivery framework of H2R.
o Provide inputs to manage risks, issues, escalations and change in a cost effective and timely manner to deliver the agreed KPIs and SLAs for all Contact Center services.
• Reporting and Analytics -
o Provide support in the generation and publication of all relevant reports and analytics
• Partner with Stakeholders -
o Provide relevant inputs and support to ensure robust communication with the relevant stakeholders on agreed scope of services, governance processes to achieve Service Level Agreements (SLA) and KPIs
• Continuous Improvement -
o Perform periodic activity relevant review's with H2R process teams and the Contact Center Lead
o Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible
Qualification Required: Graduate
Experience Required:
• Minimum 3-4 years
• Prior experience, preferably in HR / AP / customer service basis operations would be an advantage
• Strong customer service skills
• Good communication skills
Qualifications
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business AnalyticsCertifications
Professional in Human Resources (PHR) - Symbiosis Instute of Distant LearningSymbiosis Instute of Distant Learning, Senior Professional in Human Resources - International (SPHRi) - Society for Human Resource Management (SHRM)Society for Human Resource Management (SHRM), SHRM Certified Professional (SHRM-CP) - ProtouchProtouchRequired Skills
Employee Consultation, Employee Experience, Employee Grievances, Employee Lifecycle Management, Learning and Development (L&D), RecruitingLanguage
EnglishLanguage Proficiency -
Advanced - C1Additional Job Location -
Job Type
RegularMaster Skill List -
HRO - Employee Lifecycle ManagementRemote Type -
OfficeWork Shift -
Day Job (India)Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• 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 140,000+ coders, 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.