Senior Manager, HR Operations

About the role

HR Shared Services at Quest Global drives end‑to‑end HR operations across global regions, building scalable processes and governance. The Senior Manager leads the redesign of the Shared Services team, defines service catalogues, establishes SLA frameworks, and oversees KPI dashboards to ensure operational excellence. Based in Bengaluru, India, this role operates on-site within the HR Operations hub.

What you’ll do

• Redesign HR Shared Services team structure with clear tiering and service ownership
• Define and implement service catalogue with scope boundaries and handoff protocols
• Establish governance frameworks, operating rhythms, and escalation hierarchies
• Own all HR operations SLAs across onboarding, offboarding, payroll, benefits, and helpdesk
• Build and maintain real‑time KPI dashboard and drive operational reviews
• Lead creation, documentation, and audit of SOPs for all service lines
• Monitor vendor performance, conduct reviews, and enforce SLA compliance
• Act as primary operational interface for HR Business Partners, regional HR, and cross‑functional stakeholders

What you’ll bring

• 15+ years HR Shared Services/Operations experience
• 10+ years leadership in a multinational or GCC/GBS environment
• Proven experience building or restructuring Shared Services teams
• Strong background in SOP development and governance
• Demonstrated SLA management and recovery expertise
• Managed teams of process leads and team leads
• Exposure to multiple global regions and compliance nuances
• Familiarity with enterprise HRIS platforms (Oracle HCM, SAP SuccessFactors, Workday)

Education

Bachelor's