Designation: Team Manager (TM)
Business Vertical: IOA
Reporting Manager: Service Delivery Manager (SDM)
Location: Bangalore (Work from Home)
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.
- Strong fluency in English and analytical review skills.
