Assistant Vice President - HR 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 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 Assistant Vice President - HR Helpdesk
In this role, you will lead a team of senior managers managing overall span of 70 to 100 FTEs
Responsibilities
1.Strategic Leadership:
oDevelop and implement strategies to enhance the overall performance of the Customer Interaction Centre/ HR Helpdesk.
oProvide strategic leadership for HR Helpdesk and Contact Center operations spanning onboarding, performance, payroll, benefits, employee relations, and offboarding support.
oAlign the team's objectives with organizational goals, ensuring efficient service delivery and customer satisfaction.
2.Operational Oversight and Case Management Excellence:
oManage the operational delivery of HR Helpdesk services, ensuring consistent service across employee lifecycle queries and adherence to SLAs and KPIs.
oDrive governance on HR ticket management, SLA performance, FCR, and resolution turnaround time (TAT).
oEnsure 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.
oAct as the escalation point for complex employee issues requiring cross-functional collaboration.
oCollaborate with HR Centers of Excellence and Shared Services teams to streamline case escalations and resolutions.
oManage multi-regional HR Contact Center operations ensuring adherence to SLAs, compliance standards, and customer satisfaction targets.
oManage operational dashboards and present HR Helpdesk metrics to leadership, highlighting trends and action plans.
oMonitor and manage team performance, ensuring consistent delivery of high-quality service across all customer touchpoints.
oResolve complex escalations and drive cross-functional collaboration for seamless service delivery.
3.Stakeholder Partnership and Change Enablement:
oBuild and nurture strong working relationships with Tier 2 teams, CoEs, and business HR to enable seamless handoffs, calibrations, and mutual improvements.
oBe the conduit for rolling out changes and policy/process updates from Tier 2 teams to Helpdesk staff.
oEnable Helpdesk readiness for change through training, coaching, and effective communication plans.
4.Employee Experience and Service Mindset:
oChampion a people-centric approach that builds employee trust, enhances experience, and sets clear expectations for query handling.
oLead by example in demonstrating empathy, accountability, and clarity in employee interactions.
5.Team Development and Engagement:
oLead, mentor, and inspire a team of Senior Analysts and Team Leaders, fostering a culture of ownership, accountability, and continuous learning.
oBuild team capability in areas such as policy interpretation, pay and leave reconciliation, and managing performance-related matters.
oConduct regular performance reviews and provide constructive feedback to team members.
oCoach team leads to handle senior-level queries and support development conversations with people leaders.
6.Stakeholder Management:
oAct as the primary point of contact for internal and external stakeholders, building strong relationships to support business objectives.
oPartner with leadership teams to share insights, trends, and recommendations for continuous improvement.
oRepresent the Customer Interaction Centre in client meetings and strategic discussions.
7.Analytics and Reporting:
oAnalyze operational data to identify trends, address gaps, and develop actionable insights.
oProvide comprehensive reports on performance metrics, customer feedback, and improvement initiatives.
oLeverage analytics to drive strategic decision-making and resource optimization.
8.Process Excellence and Compliance:
oChampion process improvement initiatives to enhance efficiency, reduce costs, and deliver a superior customer experience.
oEnsure compliance with organizational policies, industry regulations, and data privacy standards.
oImplement and monitor quality assurance frameworks to uphold service excellence.
Qualifications we seek in you!
Minimum Qualifications
.MBA or advanced certifications in leadership or operational management.
.Extensive experience in Shared Services/HR Contact Center environments handling Australia/New Zealand/APAC employee bases.
.Familiarity with Digital HR operations, Knowledge Management platforms, and HR Process Reengineering.
.Demonstrated expertise in stakeholder management, cross-functional collaboration, and strategic planning.
.Experience in implementing digital tools and driving automation initiatives.
.Proven ability to manage multiple priorities and deliver under tight deadlines.
Preferred Qualifications/ Skills
.Strategic thinking and problem-solving abilities.
.Exceptional leadership and team management skills.
.Excellent communication and interpersonal skills.
.Strong analytical mindset with a focus on data-driven decision-making.
.Comfort with ambiguity, managing complex stakeholder networks, and navigating across time zones.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 %27starter kit,%27 paying to apply, or purchasing equipment or training.