Assistant Manager

• Primary Reporting: India HRSS Manager – People & Culture
• Dotted Line Reporting: US People Operations Manager – North America

• Manage a team of HRSS specialists supporting US HR Operations including onboarding, background checks, I-9, benefits administration, helpdesk ticket resolution, file feed preparation, documentation, and invoice management.
• Own the planning and coordination of day-to-day workload, including weekly team huddles, work prioritization, and bandwidth planning.
• Act as the offshore lead for escalations, task transition readiness, and process troubleshooting.

• Lead the development, documentation, and periodic refresh of SOPs, RACI matrices, and transition maps for supported processes.
• Implement and maintain a maker–checker–reviewer model for processes with payroll or compliance implications.
• Ensure that backup planning and role shadowing are embedded across all recurring responsibilities, with quarterly continuity validation.

• Oversee delivery of data- and compliance-driven processes such as onboarding process and record audits, benefits file validations, leave audit logs, carrier input sheets, and other backend employee record updates.
• Take ownership of recurring reports and trackers, such as open enrollment dashboards, benefits invoice trackers, helpdesk volumes, and Unum leave logs.
• Partner with the US team to review trends, flag anomalies, and drive data quality improvements.

• Maintain strong working relationships with the US People Ops Manager, Benefits Specialist, and Payroll team to ensure smooth, real-time collaboration.
• Participate in weekly syncs and monthly retrospectives to improve cross-team workflows.
• Align work style and communication to suit US-based stakeholders and HR compliance expectations.

• Identify opportunities to improve process turnaround, reduce manual effort, and increase service stability.
• Lead pilots or shadow support during transitions of new workstreams from the US to India HRSS.
• Collaborate with systems/automation teams to streamline data handling and audit readiness.

• 6–10 years of total experience, including 2+ years in a supervisory/leadership role in HR Shared Services
• Prior experience supporting North America HR operations is mandatory — especially in benefits, onboarding, or compliance-related tasks
• Track record of implementing structured process governance (SOPs, backups, RACI, etc.)

• Advanced MS Excel skills – including lookups, pivot tables, conditional formatting, error checking
• Familiarity with HR systems such as ADP Workforcenow, Oracle, etc.
• Comfortable using documentation platforms (e.g., SharePoint, Loop) and ticketing systems (e.g., ServiceNow)

• Strong people management and team coordination capabilities
• Demonstrated ownership mindset with ability to anticipate blockers and manage escalations
• Excellent interpersonal and written communication skills — adaptable across cultures and time zones
• Highly structured, process-driven approach to service delivery and documentation

• Willingness to align with US Eastern Time zone (6–7 hours overlap daily)
• Open to short-term travel to the US (once annually) for process transitions, onboarding, or collaboration — subject to business needs and visa clearance

Quest Global