Delivery Manager

Gratitude Inc

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1 week ago

Delivery Manager

8-15 Year(s)

Kolkata

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Job Description

Key Skills

Stakeholder Management Digital Transformation Service Delivery Manager HR operations HRO Experience Client Relationship Management Team Management, SLA Management

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Delivery Manager – HRO / BPS

Location: Kolkata
Experience: 8–15 Years
Shift: 5:00 AM–3:00 PM IST; Night & 24x7 rotational support

Role Overview

We are looking for an experienced Delivery Manager – HRO/BPS to lead service delivery across large and complex client accounts. The role will be responsible for client relationship management, large-scale team leadership, SLA and quality management, HRO operations, digital transformation, and delivery excellence.

The ideal candidate should have strong experience managing large teams, international stakeholders, complex HRO transitions, and transformation programs across the Hire-to-Retire (H2R) lifecycle.

Key Responsibilities

Service Delivery & Client Management

Own end-to-end service delivery for one or more customer accounts.
Manage relationships with CFOs and key client stakeholders.
Understand client requirements and align service delivery accordingly.
Drive SLA performance, customer satisfaction, quality, and operational excellence.
Establish effective communication across onsite, offshore, and customer teams.

Team & Operations Management

Lead large teams across multiple cities and geographies, with experience managing 500+ FTEs.
Drive workforce planning, capability development, and performance management.
Ensure consistent service quality through effective governance and process controls.
Monitor operational metrics, reporting, and delivery performance.

HRO Domain & Transformation

Manage and support complex HRO transitions and transformation programs.
Demonstrate knowledge across Hire-to-Retire processes including:
- Talent Acquisition
- Employee Services
- Payroll
- Compensation
- Performance Management
- Learning & Development
Drive digital transformation, automation, and process optimization initiatives.
Identify opportunities to improve productivity, efficiency, and service quality.

Technology & Process Management

Work with HR technology platforms such as Workday, SAP SuccessFactors, ServiceNow, and Oracle.
Identify automation opportunities across HR Operations.
Provide inputs for technology and finance roadmaps.
Ensure effective change management and governance.

Program & Financial Management

Review project/program scope, deliverables, timelines, and costs.
Support due diligence, solution identification, feasibility assessment, and transition activities.
Participate in cost estimation and pricing for outsourcing and offshoring engagements.
Support solution design and transformation initiatives.

Required Skills & Qualifications

Graduate/Postgraduate degree, preferably in Management/Human Resources.
8–15 years of experience in service delivery, HRO, BPS, or related operations.
Proven experience managing large teams with 500+ FTEs.
Strong client relationship and stakeholder management skills.
Experience in SLA, KPI, quality, and governance management.
Strong HRO/H2R domain knowledge.
Experience in complex transitions and transformation programs.
Knowledge of Workday, SAP SuccessFactors, ServiceNow, Oracle, or similar HR platforms.
Strong project management, process optimization, and change management skills.
Experience in delivery, transition, or solution design within BPS is preferred.

Work Requirements

Shift timing: 5:00 AM–3:00 PM IST.
Must be comfortable with Night Shift and 24x7 rotational support.
Ability to work with global clients and geographically distributed teams.

Important Note

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.

Role

Customer Delivery Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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