Global HR operations Lead

Teamware Solutions

5 - 10 years

4 - 7 Lacs

Pune Maharashtra India

Posted:2 days ago| Platform: Foundit logo

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Skills Required

Team Leadership Hr Operations Case Management Escalation Management Employee Experience Improvement Workload Distribution

Work Mode

On-site

Job Type

Full Time

Job Description

Job Role Responsibilities:

Lead a team of
HR Operations Associates
, handling global employee and manager queries.
Act as a
case manager
, assigning cases and overseeing queues to ensure
timely and accurate resolution
of inquiries within defined
SLAs
and
quality standards
.
Serve as an
escalation point
for complex or sensitive HR queries, coordinating with
Centers of Excellence (COEs)
and regional HR teams for appropriate resolution.
Collaborate with
regional HR teams
and
COEs
to continuously improve processes and
employee experience
.
Monitor
workload distribution
and
optimize resource allocation
across shifts and regions.
Review and analyze
team operational efficiency
and
productivity metrics
, with a close view on
operational statistics
.
Support
training
,
knowledge sharing
, and
upskilling
of team members on
HR policies
,
tools
, and
systems
.
Contribute to
continuous improvement projects
, with a focus on
process standardization
,
efficiency
, and
scalability
.
Work with
Excel
and perform
data analysis
to identify
trends
,
gaps
, and implement
improvements
to service delivery.
Guide the team and ensure high-quality
operational statistics
.
Keep
SOPs
and relevant content
updated
.
Act as the primary contact for
employees
and
managers
across all regions, addressing a wide range of
HR-related queries
(policy, transactional, data & records, etc.).
Use
case management tools
to provide support, research, and problem resolution with
accuracy
,
empathy
, and
professionalism
.
Work on problems of
moderate scope
, requiring analysis of various factors.
Exercise
judgment
within defined procedures and practices to determine appropriate action.
Provide
reporting support
and deliver
operational support
for region-specific or locally required HR activities.
Ensure
timely and accurate resolution
of HR requests while maintaining
compliance
with internal policies and local labor laws.
Stay updated on
global and regional HR compliance
requirements.
Support
global HR initiatives
and
process improvement projects
focused on scalability and user experience.

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