Senior People Operations Specialist

Senior Proposed designation : Senior – People Operations Role: Individual Contributor Reporting to Assistant Manager/ Manager Geo to be supported : US Shift : 6:30 PM to 3:00 AM Process Design & Mapping • Lead process discovery workshops with onshore stakeholders and SMEs • Create and maintain end-to-end process documentation: • As-Is, To-Be, and Future State process maps • L2 / L3 / L4 process flows • SOPs, SIPOC, RACIs • Standardize HR processes across geographies and business units • Identify process gaps, inefficiencies, and improvement opportunities • Target Operating Model (TOM) • Design and implement Target Operating Models for HR Operations covering: • Process standardization • Onshore/offshore split • Tiering (Tier 0 / 1 / 2 / 3)Roles and responsibilities • Governance structure • Identify opportunities for: • Centralization • Automation • Cost optimization • Define implementation roadmap and transition approach • Stakeholder & GPO Coordination • Act as primary offshore liaison to onshore Process Owners • Facilitate: • Requirement gathering sessions • Process design workshops • Solution validation discussions • Drive structured governance: • Weekly working group calls • Monthly steering reviews • Provide data-driven insights to support decision-making Governance, Metrics & Reporting • Define and track operational and transformation KPIs, including: • SLA / TAT adherence • Volume trends and backlog • First Contact Resolution (FCR) • Quality and error rates • Conduct root cause analysis and recommend corrective actions • Develop governance dashboards and performance reports for stakeholders ERP & ServiceNow (SNOW) Enablement • Translate process requirements into system design and functional specifications • Collaborate with HR technology teams on: • Workflow configuration • Case management design • SLA definition and tracking • Knowledge base structuring • Support: • UAT planning and execution • Defect tracking and resolution • Go-live readiness and stabilization • Continuous Improvement & Transformation • Apply Lean Six Sigma / process excellence frameworks to drive improvements • Identify and implement: • Automation opportunities • Process simplification initiatives • Track and report business impact: • Cycle time reduction • Cost savings • Productivity gains • Knowledge Management & Capability Building • Own and maintain process documentation and knowledge repositories (including SNOW KB) • Develop training materials for operations teams • Drive adoption of new processes and track effectiveness • Act as SME escalation point for complex queries • Risk, Compliance & Controls • Ensure adherence to: • HR compliance requirements (US) • Data privacy and PII handling standards • Support audit requirements and control frameworks • Proactively identify process risks and implement mitigation strategies Key Deliverables • End-to-end process maps (As-Is / To-Be) • Target Operating Model (TOM) documentation • SOPs, RACI, and governance frameworks • System requirement documents (ERP / SNOW) • KPI dashboards and transformation impact reports Behavioral Competencies: • Process Ownership & Analytical Thinking: Drives end-to-end process standardization and applies data-driven problem-solving to identify root causes and implement scalable solutions. • Stakeholder Management & Influence: Effectively collaborates with onshore GPOs and cross-functional teams, influencing decisions through structured communication and insights. • Consultative & Transformation Mindset: Applies a solution-oriented approach to process design, operating model development, and system enablement (ERP/SNOW). • Governance & Change Leadership: Ensures adherence to controls, compliance, and audit requirements while leading change initiatives in a global, matrixed environment. Required Qualifications & Experience • Bachelor’s degree in HR, Business, Information Systems, or related field • 5–6 years of experience in HR Operations, Business Process Management, or HR Transformation within a complex, matrixed environment • Strong expertise in end-to-end HR process design and re-engineering (Hire-to-Retire lifecycle) • Proficiency in process mapping tools (e.g., ARIS, Visio, Lucidchart) and BPM/BPMN standards • Working knowledge of ServiceNow HRSD and HR systems (e.g., SuccessFactors preferred) with ability to align processes to system capabilities • Strong analytical skills with experience in KPI definition, data analysis, and benefit realization (advanced Excel required) • Familiarity with process improvement frameworks (Lean Six Sigma, APQC); relevant certifications preferred • Excellent stakeholder management, facilitation, and communication skills • Understanding of data privacy, HR compliance, and audit requirements Experience Level Senior Level