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Lead Service Excellence - HRSS

Req id:  38914

Hyderabad, TG, IN



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 



The Opportunity:

HRSS Service Excellence is a key business excellence enabler role within OpenText HR Shared Services Delivery. This position will provide project delivery oversight into HR Shared Services cyclical and ad-hoc projects, can lead regional HR Shared Services organization on a continuous journey of sustained improvement. The role holder will work closely with HR Shared Services Support Centre Managers (Response, Processing and Specialist), HR CoEs, and HR partners to drive project execution, process design, process re-engineering, process optimization and process standardization to enable centres provide a best-in-class HR experience.


This role will also assist leadership in the project management and operationalization of work to maximize operational efficiency. The HRSS Service Excellence is an individual contributor role driving strategic transformation aligned with client & business expectation at the strategic, tactical & operations level.


This is an exceptional opportunity to partner with inter-regional HRSS Service Excellence Managers to shape and influence how we provide excellent services to all OpenText employees.


You are great at:

  • Lead the project execution phase of key projects in partnership with global HR project leaders and HR Shared Services teams, and manage coordination efforts with key cross-functional departments (e.g., IT, Finance, Facilities, etc.).

  • Provide project management expertise and coaching to HR Shared Services Specialist Centre team members

  • Enable the management of key organizational KPIs and assist in the definition of baseline metrics

  • Interacts with all levels of management to research needs and determine appropriate employee communication messages and activities

  • Partner with HRSS Support Centre Managers with overall culture change related to positive employee relations

  • Performs other related duties and responsibilities as assigned to support initiatives which align with business goals and promote collaboration across HRSS Support Centres

  • Responsible for delivering a high-quality employee experience, cultivating a culture of customer service, and building relationships with key stakeholders across HR and the business.

  • Responsible for ensuring delivery of HRSS Service Excellence plan at its optimum level aligned with OpenText standards. It is expected for the person who is successfully identified for this role to demonstrate initiative and self-direction; can apply knowledge, creativity and make sound judgment to effectively implement service excellence solutio.

  • Design solution (Automation & Process improvements) and assists in development of HRSS Support Centre strategy and influence individual contributors towards achieving the strategy.

  • Ensure processes within the HR Shared Services are optimized and scale to meet the business needs whilst striving for Operational Excellence.

  • Any situations which would be considered outside of standard operating procedure that can directly or indirectly create significant financial, regulatory & compliance and reputational impact to OpenText would be escalated to Regional Head of HR Shared Services, India & APJ.

  • Lead project and innovation development, impact analysis and documentation of procedures, processes, and protocols in partnership within HR Shared Services Team

  • Participate in the testing, implementation, upgrading and support of new or modified system changes

  • Drive towards regional efficiency, harmonization, and simplification with a strong focus on continuous process improvement and following up with SOPs, FAQs and technology tools to support team effectivenes

  • Working closely with the applicable COEs, Digital Employee Experience team, and Global HR Technology team to identify, prioritize and operationalize continuous process improvement efforts, strategic initiatives, and governance & compliance programs.


What it takes:

  • Significant progressive experience, including relevant business excellence experience within India and APAC region HR Shared Services organizations is required.

  • Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, related field, or related work experience. Project Management Professional (PMP) certification preferred.

  • Excellent organizational, planning and time management skills. Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, and organize time and resources to deliver consistent results.

  • Strong leadership capabilities with proven ability to foster an environment of positive employee engagement and trust.

  • Excellent verbal and written communication skills with a proven ability to influence and build relationships in a diverse environment.

  • Demonstrated vendor relationship management and client relations skills.

  • Excellent relationship building and sharing of best practices across the Regional Centres.

  • Strong analytical skills and solid decision-making capabilities to provide practical recommendations.

  • Strong technical aptitude and understanding of HR systems and their application to advance efficiency of HR operations SAP/SuccessFactors knowledge would be an asset.

  • Experience with APJ and/or India HR transactions and benefits administration with a focus on process improvements, employment laws and regulations




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

We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

We create economic growth that is inclusive and sustainable. 

The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

We set high standards and exceptions, to learn, to be better. 

We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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