Job Title: HR Operations Team Lead
Location: Bangalore
Experience: 7–10 Years
Band: BPO 4
Salary: Up to ₹12 LPA
Shift: US Shift (24x7 shift flexibility required)
Department: Human Resources / HR Operations
Employment Type: Full-Time

Job Summary

We are looking for an experienced and results-driven HR Operations Team Lead to manage global HR operations and shared services. The ideal candidate will have strong expertise in HR service delivery, team management, client relationship management, process improvement, and HR technology platforms such as Workday, Darwin, and ServiceNow.

The candidate will lead a team of 15+ resources, oversee day-to-day operations across multiple HR domains, ensure compliance with established standards, and drive operational excellence in a fast-paced, international environment.

Key Responsibilities

1. Team Leadership and Performance Management

• Lead, mentor, and manage a team of 15+ resources to achieve operational targets and service delivery goals.

• Allocate workloads, monitor productivity, and ensure accountability across the team.

• Conduct regular performance reviews, annual appraisals, and employee development discussions.

• Provide coaching, feedback, and training to improve team performance and engagement.

• Promote collaboration, continuous learning, and a culture of operational excellence.

2. HR Operations and Service Delivery

• Manage end-to-end service delivery across key Human Resources Operations (HRO) domains, including:

  • Global Benefits

  • Total Rewards

  • Invoice Processing

  • Wellbeing Benefits

  • Global Mobility

• Ensure timely and accurate processing of HR transactions, requests, and documentation.

• Monitor service-level agreements (SLAs), key performance indicators (KPIs), productivity, and quality metrics.

• Ensure compliance with internal policies, client requirements, and applicable documentation standards.

• Identify operational gaps and implement process improvements to enhance efficiency and service quality.

3. Client and Stakeholder Management

• Serve as the primary point of contact for clients, internal stakeholders, and operational escalations.

• Build and maintain strong relationships with global clients and cross-functional teams.

• Manage complex issues, resolve service delivery concerns, and ensure timely escalation and closure.

• Prepare and present regular performance reports, operational updates, and improvement plans.

• Collaborate with senior leadership to align service delivery with business objectives and client expectations.

4. HR Systems and Technology

• Utilize and oversee HR systems and workflow tools, including Workday, Darwin, and ServiceNow.

• Monitor ticket queues, track service requests, and ensure timely resolution of employee and client queries.

• Maintain accurate HR records, reports, and process documentation.

• Identify opportunities to leverage HR technology and automation to improve operational efficiency.

• Stay updated on HR systems, process enhancements, and industry best practices.

5. Strategic Planning and Continuous Improvement

• Collaborate with leadership to develop operational strategies and team development plans.

• Drive initiatives to improve productivity, quality, customer satisfaction, and process efficiency.

• Analyze operational data to identify trends, recurring issues, and improvement opportunities.

• Support the expansion of service offerings and ensure alignment with organizational goals.

• Implement quality control measures and risk mitigation practices across HR operations.

Required Skills and Qualifications

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

• 7–10 years of experience in HR Operations, HR Shared Services, or Global HR Service Delivery.

• Proven experience in managing and leading teams, preferably 15+ team members.

• Hands-on experience with ServiceNow or similar ticketing and workflow management tools.

• Working knowledge of Workday, Darwin, or other HR management systems.

• Understanding of global HR processes, benefits administration, total rewards, global mobility, and HR documentation.

• Experience in SLA management, KPI tracking, quality assurance, and performance management.

• Strong analytical, problem-solving, decision-making, and process improvement skills.

• Excellent written and verbal English communication skills.

• Strong client management, stakeholder engagement, conflict resolution, and escalation management capabilities.

• High attention to detail, accuracy, compliance, and quality control.

• Ability to manage high-volume operations and meet strict deadlines in a dynamic environment.

Preferred Competencies

• Global HR Operations and Shared Services

• Team Leadership and People Management

• HR Service Delivery and Process Governance

• Client Relationship and Stakeholder Management

• Performance Appraisals and Employee Development

• ServiceNow Ticket Management

• Workday and Darwin HR Systems

• SLA, KPI, and Quality Management

• Process Improvement and Operational Excellence

• Reporting, Data Analysis, and Root Cause Analysis

Work Requirements

• Must be flexible to work in US shifts and a 24x7 operational environment.

• Should be willing to work extended hours as required by business needs.

• Must be comfortable managing international clients and geographically diverse teams.

• Ability to work in a fast-paced, deadline-driven environment.

Important Hiring Criteria

• Eligibility: Ex-employees of TCS are not eligible to apply.

• Mandatory Information: PAN and Date of Birth (DOB) are required for profile creation.

Ideal Candidate Profile

The ideal candidate is an experienced HR Operations professional with strong people-management capabilities, global HR service delivery knowledge, hands-on exposure to HR technology, and the ability to manage client escalations while maintaining high standards of accuracy, compliance, and operational performance.