TEAM MANAGER

Designation: Team Manager (TM)

Business Vertical: IOA

Typical Background: 7 10+ years in HR Service Delivery / HR PMO / Knowledge Management, leading content or QA teams; strong governance & stakeholder management

Role Purpose:

Own delivery outcomes (quality, safety, TAT), enforce policy true standards, and run governance with client POCs (Product & VMO). Lead calibration, reporting, and continuous improvement.

Core Responsibilities:

• Set quality goals (Correctness, Helpfulness, Safety) and run the calibration & sampling plan across Rating & Writing.


• Approve policy sensitive content; make final calls on escalations with HR SMEs.


• Publish weekly WBR dashboards (Quality, Safety, TAT, productivity) and lead RCAs on misses with clear CAPA.


• Manage capacity & load balancing across pods; maintain trained buffer per contract expectations.


• Govern change control (rubrics, templates, gold sets), risk logs, and dependencies with client teams.


• Lead cross-pod alignment on rubric interpretation and edge-case handling; ensure consistency in judgment.


• Anchor policy fidelity in content workflows; ensure AI-generated outputs reflect HR SOPs and compliance standards.


• Drive reviewer upskilling and readiness; build a bench of policy-literate QA talent.


• Partner with client Product and VMO teams to phase in policy changes and close feedback loops with model trainers.


• Maintain audit readiness through traceable decision logs, escalation records, and version-controlled QA assets.

Must-Have Experience:

• Leadership in HR service operations with measurable quality outcomes.


• Strong command of policy interpretation, content governance, and risk/safety controls in HR contexts.


• Executive ready communication; able to align Product and VMO stakeholders.


• Experience driving structured QA programs, RCA/CAPA cycles, and stakeholder governance in high-volume environments.

MINIMUM QUALIFICATIONS:

• Bachelor s Degree, Human Resources or equivalent combination of education, training and or relevant work experience.


• 10-15 years in HR domain with experience reviewing HR content.


• Strong consulting skills with all levels of management and the ability to articulate concepts and organizational perspectives in a clear and concise manner.


• Ability to work independently, achieve deliverables within tight timeframes, and work effectively in a diverse, collaborative environment.


• Strong focus on quality of work and attention to detail.


• Excellent written, verbal and presentation communication skills.


• Exposure to core HR processes , Working knowledge of HR and CMS systems


• Familiarity with HR systems, case tools, and content platforms.


• Open to work in 24 7 shifts & on call rotation


• Strong fluency in English and analytical review skills.

PREFERRED QUALIFICATIONS:

• Certification in HR Leadership, Quality Management, or Governance (e.g., SHRM-SCP, PMP, Six Sigma).


• Proven experience in managing large-scale QA programs and policy governance for global HR operations.


• Expertise in stakeholder engagement and change management for AI-driven HR workflows.