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 Senior Analyst/Team Lead, HR Service Management
This role is pivotal in enhancing HR service delivery by leveraging HR knowledge articles, managing content, and reporting to optimize workforce experience. The ideal candidate will possess a robust background in HR service management, operational support, and fostering collaboration across HR and business functions.
Responsibilities
1. Team Leadership:
• Lead a team of analysts, ensuring timely and accurate processing.
• Monitor team performance and provide coaching to enhance efficiency.
• Conduct scheduled reviews and audits of knowledge articles to ensure accuracy and relevance.
• Maintain up-to-date content across knowledge repositories and document libraries.
2. Knowledge Management:
• Create, update, and maintain HR Knowledge Articles in accordance with policy changes.
• Conduct scheduled reviews and audits of knowledge articles to ensure accuracy and relevance.
• Maintain up-to-date content across knowledge repositories and document libraries.
3. Employee Support:
• Respond to employee queries in line with defined SOPs, HR policies, and service guidelines.
• Escalate and assign requests to appropriate teams based on the escalation matrix and rules.
• Proactively communicate with requestors when delays in resolution occur.
• Support HR transactions not initiated through self-service channels.
4. Communication & Engagement:
• Coordinate and manage internal HR communications.
• Analyse trends and provide insights to improve operations.
• Support communication planning and execution for critical HR events (e.g., Open Enrolment, Policy Changes).
Qualifications we seek in you!
Minimum Qualifications
• Bachelor’s degree in HR, Operations, Management or a related field.
• 4-6 years of HR Service Management experience, with at least 1 year in a supervisory role.
• Advanced proficiency in Workday software, Ticketing tool (ServiceNow) and reporting tools.
• Five Days working from Office
Preferred Qualifications/ Skills
• Certification in HR management or HR operations.
• Experience in process improvement and automation.
• Preference of an understanding of Workday module
Key Skills and Attributes:
• Leadership and team management skills.
• Analytical mindset with attention to detail.
• Strong communication and stakeholder management abilities.
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.
