Hire-to-Retire (HTR) Program Manager

The HTR Program Manager will oversee the end-to-end Hire-to-Retire (HTR) processes for One of the leading Med Tech Customer organizations. This individual will support the Hire-To-Retire Service Delivery Lead in managing diverse teams across multiple geographies to deliver world-class HTR services to the client. The role encompasses operational excellence, transformation leadership, change management, and proactive stakeholder communication. The HTR Program Manager would liaise with a range of stakeholders including Global Leads, Regional Leads, GPOs , Global Business Leaders and the client. The ideal candidate would be a seasoned leader with a strong track record in managing global programs in conjunction with operations, process optimization, and customer relationship management in a matrix environment or has similar experience.
Key Responsibilities
Operational Leadership:
Focus on daily operational activities, (Monitoring, Queues, Aging, open tickets, ad hoc requests, tax reporting etc.)
Managing and running daily/weekly/Monthly governance with internal teams and external clients.
Ensure SLA/KPIs meet contractual targets.
Client Management: Effectively handle interactions and relationships at all levels. (CRM)
Employee Management: Ensuring team members have what they need to be successful.
Drive Continuous Improvement on in scope activities.
Partner with HTR Service Delivery Lead to identify areas of transformation in recruitment, onboarding, payroll, benefits administration, performance management, learning and development, and offboarding.
Develop project scopes and objectives, involving all relevant stakeholders and ensuring feasibility.
Ensure opportunities for Transformation meet or exceed client KPIs and SLAs.
Transformation Agenda:
Partner with required teams to transformation HTR processes, implementing best-in-class tools, technologies, and methodologies to enhance efficiency and service delivery.
Partner with LDT Leads to assess processes for improvement opportunities and implement innovative solutions to address evolving client needs.
Change Management:
Execute change management strategies to ensure smooth transitions during transformations.
Engage with global teams and clients to foster collaboration, trust, and buy-in for transformation initiatives.
Act as a change ambassador, aligning people, processes, and technology to achieve organizational goals.
Stakeholder & Communication Management:
Communication skills to coordinate between different stakeholders, and team members, ensuring that everyone is aligned and informed about project progress and changes.
Build and maintain relationships with internal teams and external clients, fostering open and transparent communication.
Team Leadership:
Promote inclusivity, collaboration, and professional growth within the team.
Qualifications & Experience
Education: Bachelor s degree in business administration, Human Resources, or a related field (MBA or equivalent preferred).
5 years of experience in HR operations, shared services, or BPO environments, with at least 5 years in a leadership role.
Proven track record of managing global teams and delivering complex HTR services at scale.
Familiarity with HR technologies (e.g., Workday, SAP, Service Now) and automation tools is highly desirable.
Skills:
Strong leadership, strategic thinking, and decision-making capabilities.
Exceptional communication and interpersonal skills, with the ability to influence at all organizational levels.
Adept at managing cross-cultural teams and fostering an inclusive workplace.
Key Competencies:
Ability to understand and adapt to cultural nuances and global business practices.
Customer-Centric Approach: Prioritize client satisfaction and proactively address their needs.
Drive innovation and navigate complexity to achieve organizational goals.
Thrive in a dynamic environment with competing priorities.