HR Shared Services Response Centre Manager

About the job

Opentext - The Information Company OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation. AI-First. Future-Driven. Human-Centered. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us. Your Impact The HR Shared Services (HRSS) Response Centre Manager – India is a key leadership role within OpenText’s HRSS Delivery organization. The role carries end‑to‑end responsibility for managing the Regional HRSS Response Centre for India, overseeing a team that serves as the first point of contact for employee inquiries, HR transactions, and case management. The individual will play a critical part in driving the organization’s AI agenda, including testing, deploying, and operationalizing the HR Agent Aviator and Employee Aviator, and leading the related education, adoption, and change management across the teams. What The Role Offers • Delivering a high‑quality employee experience, cultivating a strong customer‑service culture, and building effective relationships with HR and business stakeholders. • Soliciting feedback proactively and recommending/implementing solutions to ensure service level expectations are consistently met. • Triaging and investigating complex issues, resolving cases where possible before escalation. • Monitoring inquiry volume, case patterns, and customer satisfaction metrics to optimize team workload and service delivery. • Driving regional efficiency, harmonization, and simplification with a deep focus on continuous process improvement. • Maintaining and updating SOPs, FAQs, fact sheets, and knowledge resources to support team performance. • Serving as the primary point of contact for HR Business Partners (HRBPs) and Centers of Excellence (COEs) regarding Response Centre matters. • Acting as the focal point for internal and external audits, ensuring timely and accurate reporting and compliance. • Safeguarding confidentiality and ensuring adherence to statutory requirements, company policies, and data privacy standards. • Leading the testing, deployment, and team‑level change management for Aviator and Employee Aviator, including training, communication, and embedding new ways of working. What You Need To Succeed • 8+ years of progressive experience in HR Shared Services roles in India, preferably with leadership responsibilities and direct employee/manager support. • Experience in HR operations such as HR transactions, benefits administration, case management, and process improvement. • Strong understanding of employment laws, regulatory requirements, and HR governance. • Demonstrated ability to work in fast‑paced, high‑volume environments with a strong customer‑service orientation. • High proficiency in Microsoft Word, Excel, and PowerPoint. • Bachelor's degree in Business, HR, or related field; HR certification is an advantage. • Strong technical aptitude with experience or exposure to HR Information Systems; SAP/SuccessFactors knowledge is a plus. • Strong capabilities in vendor and client management, project management, analytics, and global collaboration. • Excellent communication, stakeholder management, and people‑leadership skills. • Proven experience driving positive employee engagement, trust, and cultural alignment. • Ability to work in a hybrid model, supporting a 24/5 HRSS operating environment. OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Requirements

• HR Shared Services
• Customer service orientation
• Process improvement
• Microsoft Office
• Stakeholder management
• Project management

Qualifications

• Bachelor's degree in Business, HR, or related field

Preferred Technologies

• HR Shared Services
• Customer service orientation
• Process improvement
• Microsoft Office
• Stakeholder management
• Project management

Benefits

• null

About the company

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture.