HR Operations Team Lead


Location: Bangalore

Experience: 7–10 Years

Band: BPO 4

Salary: Up to ₹12 LPA

Job Code: 433217

Shift: US Shift / 24×7 Operations


Role Overview

We are looking for an experienced HR Operations Team Lead to lead a team of 15+ professionals supporting global HR Operations / Shared Services. The role will be responsible for service delivery, team performance, client and stakeholder management, process quality, and continuous improvement across multiple HR Operations domains.


Key Responsibilities

Team Leadership & People Management

Lead, mentor, and manage a team of 15+ HR Operations professionals.

Allocate work, monitor productivity, and ensure timely and accurate delivery.

Drive employee engagement, capability development, and continuous learning.

Manage performance activities including goal setting, feedback, ratings, and evaluations.

HR Operations & Service Delivery

Manage end-to-end HR Operations / Shared Services delivery for global clients.


Oversee processes across areas such as:

Global Benefits

Total Rewards

Invoice Processing

Ensure adherence to SLAs, quality standards, controls, and operational procedures.

Identify and resolve process issues and operational risks.


Client & Stakeholder Management

Act as a key point of contact for global clients and internal stakeholders.

Manage escalations and ensure timely resolution of complex issues.

Build and maintain strong relationships with stakeholders across geographies.

Communicate operational performance, risks, and improvement initiatives effectively.


HR Technology & Process Management

Utilize and manage HR Operations platforms such as Workday, Darwin, and ServiceNow.

Use ticketing and case-management tools to monitor requests, escalations, SLAs, and service delivery.

Identify opportunities to improve service delivery through technology, automation, and process enhancements.

Stay updated on relevant HR technology and operational best practices.

Strategic Planning & Continuous Improvement

Partner with leadership to develop and execute operational and team-development strategies.

Drive continuous improvement, standardization, and process optimization.

Analyze operational data and trends to identify risks, opportunities, and improvement areas.

Support initiatives to expand service capabilities and align operations with organizational objectives.


Required Qualifications & Skills

Bachelor's or Master's degree in any discipline.

7–10 years of experience in HR Operations, HR Shared Services, or a similar environment.

Experience supporting international/global geographies.

Proven experience in team leadership and people management.

Strong client and stakeholder management skills.

Hands-on experience with ServiceNow or similar ticketing/case-management tools.

Strong understanding of HR Operations and Shared Services processes.

Good analytical, communication, problem-solving, and escalation-management skills.


Preferred Technical Exposure

Workday

Darwin

ServiceNow

HR Shared Services / HR Operations platforms


Ticketing and case-management systems

Reporting and operational performance-management tools


Key Competencies

Team Leadership & People Management

HR Operations & Shared Services

Client & Stakeholder Management


Performance Management

Service Delivery & SLA Management

Process Improvement & Automation

Problem Solving & Escalation Management


Operational Reporting & Analytics

Important Information

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) will be required for profile creation.