The Global HR Inquiry & Process Delivery Lead is a leadership role within Global HR Services, responsible for leading and overseeing the delivery of high‑quality HR inquiry management and employee lifecycle services across multiple geographies. The role is accountable for ensuring service excellence, building strong team capability, and delivering a consistent and seamless employee experience across assigned HR process areas such as Onboarding, Offboarding, Leave
Management, and related services. Reporting to the Global Delivery Leader, this role combines strong people leadership with a sharp focus on service delivery, operational consistency, and continuous improvement.
The role will closely work with HR leaders, HRIS, Talent Acquisition, Payroll, and key stakeholders to ensure HR services are delivered efficiently, consistently, and in alignment with global standards and expectations.
— Lead, coach, and enable the delivery team to achieve high engagement, accountability, and consistent delivery of high‑quality HR services across processes.
— Provide overall direction and oversight for day‑to‑day operations, including workload planning and prioritisation, ensuring service requests and transactions are completed accurately and within agreed timelines.
— Take ownership of HR service delivery for HR processes, monitoring ticket volumes, resolution performance, and service levels, while maintaining strong standards of quality, responsiveness, and employee experience.
— Oversee the maintenance and quality of HR documentation and employee correspondence, ensuring adherence to approved templates, consistency in communication, and continuous improvement in content quality.
— Ensure HR processes are executed seamlessly, compliantly, and consistently across global operations, with appropriate controls and alignment to global standards.
— Maintain oversight of service request queues and case activity, ensuring effective triage, timely resolution, appropriate escalation, and strong closure discipline to support operational stability and efficiency.
— Drive service quality through regular review of accuracy, turnaround times, and performance metrics, with a clear focus on minimising rework and strengthening first‑time‑right outcomes.
— Identify process gaps and operational risks, recommending practical improvements and contributing to continuous improvement initiatives that enhance service efficiency and employee experience.
— Strengthen team capability and resilience through structured coaching, cross‑training, clear process documentation, and effective knowledge sharing.
— Use operational reports and dashboards to monitor service performance, identify trends, and support informed decision‑making and prioritisation within the Global Delivery team.
— Promote a positive and consistent employee experience by balancing efficiency, responsiveness, empathy, and service excellence across all HR interactions
— Support global HR administration, service delivery, and change initiatives as required, ensuring alignment with organisational priorities and the global HR operating model.
— Build and maintain strong working relationships with global and regional stakeholders to drive alignment, manage expectations, and support effective and reliable HR service delivery.
Key Competencies / Skills / Qualifications
— 13-15 years of related coordination or administration experience in an HR environment with minimum 5 years of people management experience.
Experience, skills, and organisational knowledge
— Extensive experience in HR operations and employee lifecycle administration within a shared services or global delivery environment, with a strong understanding of large‑scale, multi‑geography service models.
— Strong capability in leveraging HR systems and HRIS platforms (ideally Oracle), with proven oversight of employee data governance, data integrity, accuracy, and adherence to process discipline across global operations.
— In‑depth understanding of end‑to‑end employee lifecycle processes, HR administration workflows, and service delivery standards within complex, global or regional environments.
— Demonstrated senior‑level people leadership capability, including coaching and developing managers and teams, overseeing performance outcomes, and building a high‑engagement, accountable service culture.
— Proven ability to identify service delivery improvement opportunities and contribute to process simplification, standardisation, and the design of more efficient and scalable ways of working.
— Excellent written and verbal communication skills, with the ability to influence, align, and engage effectively with senior stakeholders, cross‑functional teams, and global audiences.
— Strong analytical mindset, with experience using operational reports, performance metrics, and dashboards to assess service health, identify trends, and support data‑driven decision‑making at a leadership level.
— Experience working with multiple shared locations such as India is preferred
— Bachelor's degree in human resources, or related field. Master’s degree or relevant professional certification will be an added advantage.
BGV:
— Employment with WSP India is subject to the successful completion of a background verification (“BGV”) check conducted by a third-party agency appointed by WSP India.
— Candidates are advised to ensure that all information provided during the recruitment process — including documents uploaded — is accurate and complete, both to WSP India and its BGV partner”.
WSP is one of the world's leading professional services consulting firms. We are dedicated to our local communities and propelled by international brainpower. We are technical experts and strategic advisors including engineers, technicians, scientists, architects, planners, surveyors and environmental specialists, as well as other design, program and construction management professionals. We design lasting solutions in the Transportation & Infrastructure, Property & Buildings, Earth & Environment, Power & Energy, Resources and Industry sectors, as well as offering strategic advisory services. Our talented people around the globe engineer projects that will help societies grow for lifetimes to come.
With approximately 4,000 talented people across 3 locations (Noida, Bengaluru & Mumbai offices) in India and more than 73,000 globally, in 550 offices across 40 countries, we engineer projects that will help societies grow for lifetimes to come.
At “WSP” we draw on the diverse skills and capabilities of our employees globally to compete for the most exciting and complex projects across the world and bring the same level of expertise to our local communities. We are proud to be an international collective of innovative thinkers who work on the most complex problems. Unified under one strong brand, we use our local expertise, international reach and global scale to prepare our cities and environments for the future, connect communities and help societies thrive in built and natural ecosystems. True to our guiding principles, our business is built on four cornerstones: Our People, Our Clients, Our Operational Excellence and Our Expertise.
We are
Inspired by diversity, driven by inclusion, we work with passion and purpose.
Working with Us
At WSP, you can access our global scale, contribute to landmark projects and connect with the brightest minds in your field to do the best work of your life. You can embrace your curiosity in a culture that celebrates new ideas and diverse perspectives. You can experience a world of opportunity and the chance to shape a career as unique as you.
Our Hybrid Working Module
With us, you can operate in a flexible, agile, yet structured work environment and follow a Hybrid Work Model.
Health, Safety and Wellbeing
Our people are our greatest asset, and we prioritize a safe work environment. Health, safety, and wellbeing are integral to our culture, with each of us accountable for fostering a safe workplace through our “Making Health and Safety Personal” initiative. Our Zero Harm Vision drives us to reduce risks through innovative solutions, earning recognition for our global health and safety practices with the prestigious RoSPA Health and Safety Awards for six consecutive years.
Inclusivity and Diversity
WSP India is dedicated to fostering a sustainable and inclusive work environment where our greatest strength - Our People -feel valued, respected, and supported. We ensure an unbiased approach in hiring, promotion, and performance evaluation, regardless of age, gender identity, race, religion, sexual orientation, marital status, physical ability, education, social status, or cultural background.
Imagine a better future for you and a better future for us all.
Join our close-knit community of over 73,300 talented global professionals dedicated to making a positive impact. Together, we can make a difference in communities both near and far.
With us, you can.
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NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.
