Operations Manager - WFA

The Head – Workforce Administration will be responsible for overseeing end-to-end HR operations across the GMR Group, facilitating seamless execution of processes in line with defined SLAs and compliance standards. The role drives centralized HR service delivery, including employee lifecycle management, documentation, HR data administration, and query resolution, to support diverse business units. The incumbent will drive process efficiency, accuracy, and continuous improvement in workforce administration while aligning with business requirements and organizational policies.

Head- Workforce Administration

Head- HR SSC

1. Teams

Responsibilities 

Key Performance Indicators (KPIs)

Employee Lifecycle Management

• Oversee end-to-end execution of lifecycle-related services in compliance with company policies and defined procedures.
• Drive timely service delivery across all lifecycle activities while maintaining data accuracy in SAP HR.
• Implement controls to reduce audit observations and strengthen operational governance.

• Number of audit remarks or non-conformities
• % Availability and accuracy of data in SAP HR
• Number of new controls introduced

Operational Execution and Task Allocation

• Allocate registered activities from SharePoint to team members for timely execution.
• Monitor task distribution to align workload with team capacity and process timelines.

• Task allocation adherence (% of activities assigned within defined timelines)
• Plan vs Actual for task execution

SLA Compliance and Process Adherence

• Drive timely completion of all sub-process activities under HR operations in alignment with defined SLAs and process guidelines.
• Track and report deviations to proactively address bottlenecks and delays.

• SLA adherence rate (% of activities closed within SLA)
• Plan vs Actual for sub-process completion

Data Accuracy and System Amendments

• Monitor the quality and correctness of HR operations performed by team members across assigned tasks.
• Validate outputs to maintain high data integrity across all deliverables.
• Initiate and implement required SAP HR system changes aligned with evolving business needs, HR policies, and procedures.

• % Accuracy of task outputs
• Number of SAP HR changes proposed and implemented

MIS and HR Reporting

• Deliver HR reports and MIS dashboards within agreed timelines and formats.
• Coordinate data collection and validation to support accurate reporting.

• Timeliness of report submission (Plan vs Actual)
• % Accuracy in reporting

Process Improvement and Documentation

• Lead and implement at least three process improvement initiatives every quarter to drive operational efficiency.
• Identify recurring issues and convert them into structured improvement projects.
• Align all process documentation with updated GMR policies and HR procedures, ensuring accuracy and version control.

• Number of process improvements implemented
• Plan vs Actual for improvement projects
• Number of policy/process changes mapped against updated SOPs

Team Development and Management 

• Conduct periodic evaluations, identify training needs, facilitate skill development programs, and enhance team competencies. 
• Address team concerns, provide guidance, and create opportunities for professional growth. 
• Foster a culture of collaboration, accountability, and continuous improvement.

• Attrition rates 
• Employee Engagement scores 

• Interact with external vendor like Manpower supply, Insurance, TPA, Outsourced Vendor etc.

• Interact with Employees, various functions like Recruitment, BHR, F&A & Compliance Team etc.

• Insurance Premium to be worked out and advised to F&A towards payment to Insurance Company
• Number of Leaves of Employees to be provided to Payroll team for actuarial valuation

• Handling of Employee database
• To handle a team of 11 members to cater the employee and business requirement as per the defined process

• MBA / PGDM in Human Resources or Personnel Management

• 8-10 years of experience in HR Domain