Sutherland Hiring - HRSS Operations Specialist Team Lead

Role & responsibilities

Senior Associate / Lead HRSS (Operations Specialist)Designation: Senior Associate HRSS / Lead HRSS

Key Responsibilities

HR Operations & Employee Lifecycle Management

• Administer end-to-end HR lifecycle activities including onboarding, offboarding, job changes, employee data updates, transfers, and leave management.

• Maintain accurate employee records and ensure timely updates within HRIS platforms.

• Prepare and review HR documents such as employment letters, contracts, and separation documentation.

• Manage organizational structures, user access, supervisory org updates, and dropdown values in HR systems.

HR Systems, Data Integrity & Reporting

• Update employee information in enterprise HRIS platforms (Workday, SAP SuccessFactors).

• Conduct regular audits to ensure data accuracy, compliance, and system integrity.

• Perform advanced HR data analysis and generate reports to support audits, business reviews, and compliance requirements.

• Partner with HR Technology teams on system testing, configuration changes, release validations, and data clean-up initiatives.

Compliance, Governance & Escalation Management

• Respond to employee and manager inquiries via case management tools, ensuring accurate and compliant guidance.

• Manage Unemployment Insurance (UI) claims in line with US state-level timelines and documentation requirements.

• Ensure compliance with US HR regulations including I-9, FLSA, FMLA, ADA, and other federal/state requirements.

• Handle escalations and complex HR issues requiring advanced regulatory knowledge and judgment.

• Conduct root-cause analysis (RCA) for errors, implement corrective actions, and drive retraining.

Process Optimization, Transformation & Collaboration

• Identify workflow inefficiencies and recommend process improvements aimed at increasing accuracy, speed, and scalability.

• Lead automation initiatives and support transformation programs across HRSS.

• Collaborate with vendors, client-retained teams, HR Business Partners, and stakeholders for approvals, exceptions, and escalated support.

• Contribute to knowledge base creation, SOP updates, and maintenance of HRSS playbooks.

Leadership & Team Contribution (Lead Role)

• Mentor and guide junior team members, supporting skill development and quality improvement.

• Oversee daily operational queues, manage workloads, and ensure timely case turnaround.

• Provide subject matter expertise (SME) support during complex transactions and reviews.

Qualifications

• 58 years of progressive experience in HR Operations, HR Shared Services, or HR Administrationpreferably supporting US-based clients.

• Hands-on experience with enterprise HRIS (Workday preferred) and case management tools (ServiceNow, etc.).

• Strong knowledge of US employment laws, HR compliance requirements, and HR service delivery practices.

• Bachelors degree in Human Resources, Business Administration, or related field; Masters preferred.

• Strong communication, documentation, negotiation, and conflict-resolution skills.

• Ability to manage multiple priorities in a fast-paced, SLA-driven environment.

• Proficiency with MS Office, especially Excel.

Core Competencies

• Exceptional attention to detail and accuracy in managing sensitive HR data.

• Strong verbal and written communication skills with a professional, client-oriented demeanor.

• Analytical acumen with ability to interpret HR metrics and identify trends.

• Transformation mindset with experience leading process improvements and automation initiatives.

• Strong stakeholder management and ability to influence across teams and geographies.

• Effective coaching and mentoring capability to build high-performing HR teams (Lead).

• Service-focused mindset with ability to enhance employee experience and strengthen HRSS delivery.

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