Process Developer - HRO

Sr. Associate - HRO - Employee Lifecycle Management

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Inviting applications for the role of Process Developer - Human Resource Operation The role is responsible for managing Call and Case Management operations to ensure efficient and high-quality employee support services. The position involves creating and maintaining call and email scripts case handling protocols and a comprehensive knowledge base to support consistent and accurate resolution of employee inquiries. The incumbent will provide Tier 1 HR support related to policies systems navigation performance management and personal data inquiries while escalating complex issues to appropriate teams in a timely manner. This role also includes maintaining and updating Policy and Procedures Manuals managing timecard tracking and approvals and ensuring that all employee and contractor interactions are accurately documented in the case management system. The position is accountable for Call Center Quality Management including call monitoring feedback and quality reporting as well as maintaining an up-to-date knowledge base to drive Tier 0 (self-service) adoption. The ideal candidate will possess strong communication coordination and process management skills to deliver a seamless employee experience while supporting continuous improvement initiatives across call center operations. Responsibilities: - Call & Case Management: - Create maintain and update call and email scripts case handling protocols and knowledge base to ensure efficient service delivery. - Develop and maintain Policy and Procedures Manuals detailing required processes for accurate service execution. - Handle inbound employee queries related to employment policies enrollment processes performance management succession planning and personal data. - Convert call interactions into cases in the case management system. - Perform outbound communications per policy guidelines. - Process Tier 1 transactions in the HCM system and provide system navigation support. - Escalate Tier 2 and Tier 3 requests to appropriate teams and follow up on missing or incorrect information. - Assist employees during open enrollment and generate letters or other documentation as required. - Relationship Management: - Conduct day 1 and post-day 1 onboarding calls for contractors to ensure system access and onboarding completion. - Schedule periodic check-ins to assess satisfaction clarify policies and address concerns. - Field queries related to pay time tracking benefits eligibility and policy clarifications. - Liaise with suppliers internal HR procurement and IT teams to resolve issues. - Timecard Management: - Track and monitor timecard submissions and coordinate with contractors for missing or late submissions. - Assist suppliers with portal/system timecard entry navigation and error resolution. - Review timecards for completeness and coordinate with managers for approvals or corrections. - Publish weekly/bi-weekly timecard status reports. - Knowledge Base Management: - Develop and maintain a knowledge base for quick issue resolution and drive Tier 0 adoption. - Ensure knowledge base content is updated and accessible reflecting policy changes. - Call Center Quality Management: - Monitor calls and cases perform quality reviews and provide monthly quality summary reports. - Provide feedback to call center analysts in line with quality standards. - Recommend improvements to call/case quality and implement approved changes. - Ensure compliance with established quality assurance procedures.

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

Professional in Human Resources (PHR) - Symbiosis Instute of Distant LearningSymbiosis Instute of Distant Learning, SHRM Certified Professional (SHRM-CP) - ProtouchProtouch, SHRM-SCP - Society for Human Resource Management (SHRM)Society for Human Resource Management (SHRM)

Required Skills

Customer Care, Enterprise Resource Planning (ERP), Oracle Eloqua, Recruiting, Workday HCM, Workday Performance Management

Language

English

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

HRO - Employee Lifecycle Management

Remote Type -

Office

Work Shift -

Night Job (India)

Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter 
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• 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 140,000+ coders, 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 'starter kit,' paying to apply, or purchasing equipment or training.