Job Description: HR Operations Team Lead
Job Title: HR Operations Team Lead
Location: Bangalore, India
Experience: 7–10 Years
Band: BPO 4
Job Code: 425282
Work Shift: US Shift / 24×7 Shift Flexibility
Employment Type: Full-Time
Role Overview
We are seeking an experienced HR Operations Team Lead to manage international HR operations within a global shared services environment. The ideal candidate will have strong team leadership, client management, HR process knowledge, and hands-on experience with HR systems such as Workday, Darwin, and ServiceNow.
The role involves overseeing a team of 15+ resources, ensuring operational excellence across multiple HR service domains, maintaining compliance and quality standards, and driving continuous improvement in service delivery.
Key Responsibilities1. Team Leadership and Performance Management
- Lead, coach, and mentor a team of 15+ HR operations professionals.
- Allocate workloads, monitor productivity, and ensure timely and accurate completion of tasks.
- Conduct performance reviews, annual evaluations, and performance rating discussions.
- Drive employee engagement, accountability, professional development, and team collaboration.
- Identify training needs and implement development plans to improve team performance.
2. HR Operations and Service Delivery
- Manage end-to-end HR operations across international geographies and shared services.
- Oversee service delivery across the following domains:
- Global Benefits
- Total Rewards
- Invoice Processing
- Wellbeing Benefits
- Global Mobility
- Monitor service levels, quality, productivity, turnaround times, and operational KPIs.
- Ensure compliance with HR policies, documentation standards, and established procedures.
- Identify process gaps and implement improvements to enhance efficiency and client satisfaction.
3. Client and Stakeholder Management
- Serve as the primary point of contact for client escalations and operational discussions.
- Build and maintain effective relationships with global clients and internal and external stakeholders.
- Provide regular performance updates, operational reports, and insights to leadership and clients.
- Resolve complex service issues and ensure timely closure of escalations.
- Align service delivery with client expectations and organizational objectives.
4. HR Systems and Process Excellence
- Utilize HR platforms and ticketing tools, including Workday, Darwin, and ServiceNow, to manage workflows and service requests.
- Ensure accurate transaction processing, documentation, data quality, and ticket resolution.
- Monitor system-related issues and coordinate with relevant teams to ensure uninterrupted service delivery.
- Identify opportunities to streamline workflows, improve controls, and leverage HR technology.
- Maintain awareness of emerging HR technology trends and process best practices.
5. Strategic Planning and Continuous Improvement
- Collaborate with senior leadership to develop and execute service delivery and team development strategies.
- Analyze operational data to identify trends, risks, and improvement opportunities.
- Drive initiatives to improve productivity, quality, customer experience, and operational efficiency.
- Support the expansion of service offerings and alignment with global business goals.
- Promote a culture of continuous improvement, innovation, and compliance.
Required Qualifications and Skills
- Bachelor’s or Master’s degree in any discipline.
- 7–10 years of experience in HR Operations, Human Resources Shared Services, or HRO.
- Experience supporting international geographies in a global service delivery environment.
- Proven experience managing and motivating teams of 15 or more resources.
- Hands-on experience with ServiceNow or similar ticketing platforms.
- Working knowledge of Workday, Darwin, or other HRIS platforms.
- Strong understanding of HR operations, benefits, total rewards, global mobility, and related processes.
- Experience in performance management, annual appraisals, and employee development.
- Strong knowledge of quality control, compliance, documentation, and process governance.
- Excellent written and verbal English communication skills.
- Strong analytical, critical-thinking, decision-making, and problem-solving abilities.
- Excellent client management, stakeholder engagement, negotiation, and conflict-resolution skills.
- Exceptional attention to detail, proofreading, and quality assurance capabilities.
- Ability to manage high volumes of work while maintaining accuracy and meeting deadlines.
Preferred Competencies
- Global HR service delivery and shared services management.
- HR process optimization and continuous improvement.
- Escalation management and client relationship management.
- Operational reporting, KPI monitoring, and performance analysis.
- Team coaching, workload management, and resource planning.
- Adaptability in a fast-paced, multicultural, and global environment.
Work Schedule
- Must be flexible to work in a US shift within a 24×7 operating environment.
- Willingness to work extended hours when business requirements demand.
- Ability to support global stakeholders across different time zones.
Important Application Information
- Former TCS employees are not eligible to apply.
- PAN and date of birth (DOB) are required for candidate profile creation.
Ideal Candidate Profile
The ideal candidate is a results-driven HR operations leader with strong global shared services experience, proven people-management capabilities, excellent client-facing skills, and a commitment to quality, compliance, and continuous improvement.
Pay: Up to ₹1,200,000.00 per year
Work Location: In person
