HR Operations - Client Relationship Manager

Job Title: Engagement Manager – HR Operations (Multi-Client Portfolio) Department: HR Services
Location: Pune | Employment Type: Full-Time
Reports To: Director – Client Engagement / Head of HR Services

Role Overview
The Engagement Manager will serve as the strategic liaison between the organization and multiple HR operations clients. This role demands a blend of relationship management, operational oversight, and compliance expertise to ensure seamless service delivery across payroll, HRIS, benefits administration, and regulatory support and other HR practices.

Key Responsibilities
Client Relationship Management
Serve as the point of escalation for assigned HR clients, ensuring high satisfaction and retention.
Conduct regular check-ins, performance reviews, and strategic planning sessions with client stakeholders.
Translate client needs into actionable service plans and ensure alignment with SLAs.
HR Operations Oversight
Oversee delivery of core HR services: payroll processing, HRIS management, onboarding/offboarding, and benefits administration etc.
Coordinate with internal teams to ensure timely and error-free execution of client deliverables.
Monitor compliance with labor laws, statutory requirements, and internal governance frameworks.
Guide the Team lead and members on operational excellence and contributes to their success
Performance & Reporting
Track KPIs, service metrics, and client feedback to drive continuous improvement.
Prepare and present monthly/quarterly dashboards and operational reports.
Flag risks, escalate issues, and propose mitigation strategies proactively.
Provides critical insights with internal leadership for their review, interventions and reporting.
Strategic Advisory & Process Optimization
Advise clients on best practices in HR operations, compliance, and technology adoption.
Lead process improvement initiatives across client accounts to enhance efficiency and scalability including automation of the processes wherever necessary.
Support change management efforts during transitions, M&A, or system upgrades.

Required Skills & Qualifications

HR Domain Expertise -Strong understanding of Global HR practices, HRIS, labor law, and compliance frameworks
Client Engagement -Proven ability to manage multiple stakeholders and build long-term relationships
Project Management -Skilled in coordinating cross-functional teams and managing timelines
Communication -Excellent verbal and written skills for stakeholder alignment and issue resolution
Analytical Thinking -Ability to interpret data, identify trends, and make strategic recommendations
Tech Proficiency -Familiarity with HR platforms (e.g., SAP SuccessFactors, Workday etc..) and reporting tools

Qualifications

• Master’s degree in HR, Business Administration, or related field
• 5+ years of experience in HR operations or client engagement roles
• Experience managing multiple client accounts or service portfolios