Global HR Service Delivery Manager (Global HR Operations)

Who we are

As a global law firm our work spans jurisdictions, cultures, and languages – and so do our people.

Our culture is collaborative and inclusive — where diverse perspectives are recognised and valued. Where performing to your highest ability, unlocks equal access to opportunities to learn, thrive and grow. 

We combine deep legal expertise and commercial intelligence to grow, transform, protect, and defend our clients' businesses, across every critical moment.

We operate in the sectors and regions that matter to our clients. With forward-thinking insights and innovative, tech-enabled solutions that combine deep knowledge of their sectors and markets.

You’ll build connections and work with colleagues as one global team. You’ll unlock opportunities for clients, across borders, cultures, legal and commercial disciplines.

Join us to work with colleagues as one global team – empowering each other to be exceptional and create advantage for our clients.

Our India team is a well-established and integral part of the firm’s global operations, delivering high-value support across a wide spectrum of functions. With over 800 business professionals based in Gurugram and Hyderabad, we’ve been driving operational excellence and innovation for more than 15 years.

We contribute to global success in areas such as Information Technology, Finance, Human Resources, Risk & Compliance, Legal Support, Research & Knowledge, Document Production, Virtual Executive Assistance, Programme Management, Client & Market Development, and Continuous Improvement.
 

The role

The HR function helps to build the Firm's sustainable competitive advantage through the selection and development of top talent that possess capabilities that help differentiate the Firm from its competitors and to create a steady, self-renewing stream of leaders of the future.

The Global HR function works closely with local and global management, supporting the Firm's people strategy through a number of key activities which cover the attraction, retention and development of our people, and leading Global HR Operations. Their remit covers, but is not limited to the areas of recruitment, succession planning, talent management, engagement, change management, organizational and performance management, leadership development, career structures, training and learning.
 

Who you will work with

As part of our Global HR Service Delivery team, you will lead and be accountable for the successful delivery of HR operational processes across various offices. You will focus on continuous process improvement and expanding the scope of services delivered, while maintaining process KPIs and SLAs. Partnering with Regional HR and other functional teams, you will facilitate, support, and execute transformational initiatives as needed. 
 

What you will be responsible for

You will need to be strategic and facilitative, requiring focus, flexibility, creativity, and a willingness to play an active, behind-the-scenes role.

You will need to be highly resourceful with solid emotional intelligence, motivation, and analytical skills.
 

What you will do

Responsibilities include but is not limited to

Lead and oversee all HR operational processes related to the employee lifecycle, training administration, ensuring alignment with regional compliances and organizational policies, and provide strategic direction to the team.

• Working with the global teams, you will lead on ensuring a best-in-class service, documenting processes, defining Core HR Operations and L&D Operations TAT, SOPs, reporting and managing the service once agreed.
• Ensuring the team work together efficiently and maintain consistently high standards or quality, adhere to the defined processes along with the Workday and Recruitment Operations teams.
• Developing and supporting a high performing HR Operations team who remain motivated and connected and take responsibility.
• Assisting the team when tasks or issues are escalated and aiming to resolve those with the end-user/requester in a timely manner w.r.t the Learning & Development Operations, Surveys, HR Letters, etc.
• You will enhance the development of the skills of the team, aiding the career development of your members by sharing regular, ongoing feedback through regular catch ups. You will be responsible for Appraisal process of your team ensuring feedback is sought from the end users and global stakeholders.
• Allocate work effectively to improve team productivity and ensure high efficiency, with mechanisms to measure performance metrics.
• Team handling ability and maturity to drive performance and manage effectively.
• Ability to maturely handle escalations and work under pressure in demanding situations.
• Continuously evaluate the service portfolio with key stakeholders, using feedback and operational data to improve overall service.
• Build partnerships with stakeholders within business units, functional departments, and other teams.
• Work within culturally diverse teams, fostering relationships to drive consensus and alignment across stakeholder groups.
   

Your experience

• A bachelor's or master's degree in business, Human Resources, or a related field is highly preferred.
• Minimum of 12 years of progressive experience in a global and matrixed environment, with 7 years of experience managing a team is essential.
• 5+ years of functional and business process experience in Workday HCM product suite such as Learning, Talent, Compensation, Absence, Employee Lifecycle processes etc. is mandatory.
• Exceptional problem-solving skills, including the ability to analyse complex business challenges and develop innovative, practical solutions.
• Deep understanding and strong knowledge of HR processes delivered out of a Shared Service or HR Operations set up.
• Proven track record of demonstrating business process transformation.
• Strong ‘process’ thinking that connects the dots through its functional silos and delivers an impactful and effective people experience.
• Analytical and data-driven, leveraging data available to drive process enhancements.
• Excellent relationship management skills – display sensitivity to organisational dynamics and cultivate relationships across functions/ geographies to drive results.
• Flexibility to adapt to a variety of engagement types, working hours and work environments.
• Excellent communication skills (written and verbal) – ability to adapt communication upwards and downwards for appropriate levels of detail.
• Personal drive and positive work ethic to deliver results within tight deadlines and in demanding situations.
• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook).
   

How we will support you

From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.
 

Equal opportunities

At Clifford Chance, we forge an inclusive culture, where diverse perspectives are recognised and valued. It’s a culture where everyone has equal access to opportunities to thrive and succeed. We are guided by our values-based Code, which sets high standards of conduct and has a principle focused on being inclusive.

We comply with the law and regulations in every location where we operate and we are committed to delivering fair and equal access to all applicants and employees irrespective of background. This applies across all aspects of employment from recruitment and selection to development, progression, and day-to-day working life.  

Our global network of affinity, faith and support groups are open to all. These communities help to create an environment where everyone at the firm can feel they belong and can reach their full potential.

Find out more about our inclusive culture here.