Assistant Vice President - HRO Helpdesk

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 m 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  and on Linked In, X, You Tube, and Facebook.
We are inviting applications for the role of  Assistant Vice President - HRO Helpdesk
Responsibilities
As a lead, you will:

Strategic Leadership:
Develop and implement strategies to enhance the overall performance of the Customer Interaction Centre/ HR Helpdesk.
Provide strategic leadership for HR Helpdesk and Contact Center operations spanning onboarding, performance, payroll, benefits, employee relations, and offboarding support.
Align the team’s objectives with organizational goals, ensuring efficient service delivery and customer satisfaction.
Operational Oversight and Case Management Excellence:
Manage the operational delivery of HR Helpdesk services, ensuring consistent service across employee lifecycle queries and adherence to SLAs and KPIs.
Drive governance on HR ticket management, SLA performance, FCR, and resolution turnaround time (TAT).
Ensure end-to-end ownership of employee queries by Helpdesk teams – not just first-contact resolution, but accountability through coordination with Tier 2 teams and final closure.
Act as the escalation point for complex employee issues requiring cross-functional collaboration.
Collaborate with HR Centers of Excellence and Shared Services teams to streamline case escalations and resolutions.
Manage multi-regional HR Contact Center operations ensuring adherence to SLAs, compliance standards, and customer satisfaction targets.
Manage operational dashboards and present HR Helpdesk metrics to leadership, highlighting trends and action plans.
Monitor and manage team performance, ensuring consistent delivery of high-quality service across all customer touchpoints.
Resolve complex escalations and drive cross-functional collaboration for seamless service delivery.
Stakeholder Partnership and Change Enablement:
Build and nurture strong working relationships with Tier 2 teams, CoEs, and business HR to enable seamless handoffs, calibrations, and mutual improvements.
Be the conduit for rolling out changes and policy/process updates from Tier 2 teams to Helpdesk staff.
Enable Helpdesk readiness for change through training, coaching, and effective communication plans.
Employee Experience and Service Mindset:
Champion a people-centric approach that builds employee trust, enhances experience, and sets clear expectations for query handling.
Lead by example in demonstrating empathy, accountability, and clarity in employee interactions.
Team Development and Engagement:
Lead, mentor, and inspire a team of Senior Analysts and Team Leaders, fostering a culture of ownership, accountability, and continuous learning.
Build team capability in areas such as policy interpretation, pay and leave reconciliation, and managing performance-related matters.
Conduct regular performance reviews and provide constructive feedback to team members.
Coach team leads to handle senior-level queries and support development conversations with people leaders.
Stakeholder Management:
Act as the primary point of contact for internal and external stakeholders, building strong relationships to support business objectives.
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