Global HR Operations Senior Specialist – Contingent Workforce

Role overview

Global HR Operations Senior Specialist – Contingent Workforce at BCG

This role is accountable for the day-to-day management of Concierge operations within the EMESA region, including oversight of intake, stakeholder coordination, approvals follow-up, contracting coordination, vendor engagement, and handoff into downstream operational processes.

This role requires someone who can lead regional operations in a complex, matrixed global organization while maintaining strong service quality and stakeholder confidence.

Responsibilities

• Work effectively within a global, cross-cultural, and virtual environment.
• Build credibility with a wide range of stakeholders, including senior stakeholders, through sound judgment and strong delivery.
• Develop effective working relationships across functions and use those relationships to move work forward.

Preferred qualifications and skills

• Experience working in a matrix organization is preferred.
• Desirable: Experience with contingent workforce processes, supplier onboarding, contractor lifecycle operations, shared mailboxes, service management, Coupa, Workday, Fieldglass, or related tools.

Employment details

• Location: Gurgaon [Haryana] [India]

Application details

• Apply policies, guidelines, and precedent thoughtfully in both routine and non-routine situations.

About the employer

• For this role, you will generally be expected to work from a BCG office or in person with clients on a regular basis (typically around 50% of working time), depending on business needs and in line with local policies and practices.

Additional role details

• As part of the Concierge support model, the team partners closely with senior stakeholders, vendors, Procurement, Finance, and other internal teams to deliver a high-touch, compliant, and operationally effective onboarding experience.
• The HR Operations Senior Specialist - Concierge Operations will be part of the regional structure for the front-facing Concierge team.
• The role will also act as a key escalation point for the back-office team and support region-specific CIQ operational questions, helping ensure consistent service delivery and strong operational alignment across the global model.
• Key role & responsibilities.
• Leading the day-to-day front-facing Concierge operations for an assigned region, with accountability for service quality, stakeholder experience, and case progression across that regional portfolio.
• Managing the stakeholder-facing Concierge process across intake, kickoff coordination, approvals follow-up, contracting coordination, vendor engagement, and lifecycle case progression.
• Acting as the primary regional point of accountability for Concierge operations within EMESA while working closely with peers to provide cross-regional coverage and continuity of service.
• Comfortable working independently in shifts.
• Supporting the back-office team on escalations, exceptions, and region-specific questions that require judgment, stakeholder coordination, or local operational context.
• Providing guidance on local or regional CIQ operational questions and helping connect stakeholders and teams to the right process path or resolution approach.
• Partnering closely with internal stakeholders including senior business sponsors, MDPs, HR, Procurement, Finance, EP&P, Risk, and vendors to progress cases and resolve issues.
• Ensuring the team provides clear guidance to stakeholders on process requirements, documentation, approvals, timelines, and next steps.
• Driving strong case management discipline across regional mailboxes, intake channels, trackers, and team workflows.
• Monitoring service quality, responsiveness, and operational performance across the assigned region and identifying issues, risks, and improvement opportunities.
• Using operational judgment to resolve issues, remove blockers, and make informed decisions within established policies, guidelines, and precedents.
• Supporting the implementation of process updates and helping embed changes to governance, service delivery, and ways of working across the team.
• Contributing to the refinement of process documentation, operating procedures, templates, and service guidance materials, particularly where regional considerations or recurring escalations identify improvement needs.
• Partnering with leadership on regional workload management, prioritization, and coverage planning to ensure continuity across the global Concierge model.
• Supporting operational projects and value-added initiatives that enhance the Concierge model, regional service delivery, and stakeholder experience.
• A Graduate degree or equivalent.
• Significant experience in HR operations, contingent workforce operations, shared services, stakeholder operations, procurement coordination, or a related operational environment.
• Proven ability to manage complex operational workflows involving multiple stakeholders, regional variation, and multiple handoffs.
• Flexibility to work in shifts, as needed, to provide effective coverage across the EMESA region.
• Excellent written and spoken English communication skills.
• Strong stakeholder management skills, including experience working with senior internal stakeholders.
• Strong professional judgment, attention to detail, and ability to manage sensitive information.
• Proficiency in MS Office, especially Outlook, Excel, and PowerPoint.
• Demonstrated integrity, professionalism, and a strong service mindset.
• Lead day-to-day operational activity within a defined regional remit with a strong sense of ownership and accountability.
• Communicate complex or sensitive information clearly, tactfully, and with appropriate stakeholder buy-in.
• Take a solution-oriented approach and resolve problems while navigating ambiguity, regional nuance, and competing priorities.
• Drive a high standard of operational quality, responsiveness, and consistency across regional team outputs.
• Act as a trusted escalation point for operational issues requiring coordination, judgment, and stakeholder management.
• Identify process gaps and regional improvement opportunities and help embed changes successfully within the team.
• Balance stakeholder service, operational execution, escalation support, and regional team leadership in a fast-paced environment.