Service Delivery Leader HRO

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Service Delivery Leader HRO Payroll

In this role, you will be responsible for the Payroll Operations. Focus on continuous process improvement and adaptive to change. Develop & manage effective working relationships in the organization and actively collaborate closely with all Clients. Responsibilities • Be hands on, to ensure delivery per customer expectation along with meeting defined SLA and ensure Customer satisfaction. Noise free operations is a critical result. • Understand concept of ROE’s and clearing Equifax errors • Labor postings • Hands on experience on Oncycle and Off cycle Payroll processing • Attention to detail in resolving reconciliation open items • Understand Garnishments and Terminations • Pay processing and Post pay processing • Payroll Operations: Oversee end-to-end Global Payroll activities, ensuring compliance with policies and regulations. • Address and resolve complex payroll issues or escalations. • Generate payroll reports for management review and decision-making. • Analyze trends and provide insights to improve payroll operations. • Assess actual performance against standards to resolve whether the team is on target to reach goals and takes corrective actions as vital. • Constantly work to find opportunities to drive value beyond SLA’s and contractual terms – hence be able to drive value share and Transformation opportunities. • Ensure timely resolution of customer / intensified issues along with root cause analysis to avoid reoccurrence. • Should be able to mentor, guide, influence & empower the team to achieve targets. Ensure key people metrics are met. • Be able to build talent for future growth. • Right hiring and Resource planning along with optimizing the resource utilization by identifying areas of efficiency • Establish relationships and partnerships with internal business partners and customers to drive cross sell of business in existing accounts. Hence has to build/have understanding of digital assets and tools for HRO domain • Be able to proactively identify business and Financial risks, and work out alternatives / mitigants Qualifications we seek in you! Minimum Qualifications • Experience in Payroll operations in an outsourced environment of Payroll domain and in-depth end to end Global Payroll process knowledge • Transition exposure – should have transitioned large client relationships seamlessly. • Ability to lead & build teams, and influence multiple internal partners • Ability to build client partnerships and work in cross functional teams, especially with Relationship / Sales teams • Ability to work in an ambiguous environment. Must be a self-starter Preferred Qualifications/ Skills • Exposure to financial & commercial Business Understanding • Technical Skills needed – Hands on Experience on Service Now, Work Day, People Soft. Exposure into managing Work Day implementation will be an add on. • Multi-Tasking skills in project delivery and budget • Innovating process and cultural change • Excellent quantitative and analytical skills • Upbeat, confident, outspoken & excellent in communication • Exposure to working with clients in the Hi-Tech industry will be an added advantage Why join Genpact? • Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation • Make an impact – Drive change for global enterprises and solve business challenges that matter • Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities • 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 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.