Job Title: International HR Service – Team Lead
Job ID: 407005
Location: Mumbai
Band: BPO 5
Salary: Up to ₹16 LPA
Experience: 6–10 Years
Shift: 24×7 Rotational Shifts

Job Summary:
We are seeking an experienced and dynamic International HR Service Team Lead to manage our International HR Services team. The role will be responsible for leading a team of HR Services Associates, ensuring seamless delivery of HR operations across multiple international regions, and driving a culture of service excellence, compliance, and continuous improvement. The Team Lead will also manage associates supporting other HR teams such as EDG and HR Operations, as required.

Key Responsibilities:

People Management & Leadership

• Lead, mentor, and develop a team of International HR Services Associates and HR Operations staff.

• Manage team performance, conduct regular 1:1s, set goals, and provide feedback and coaching.

• Oversee workforce planning and shift scheduling to ensure adequate coverage for 24×7 operations.

• Foster a positive, inclusive, and high-performance team culture.

Service Delivery & Operations

• Oversee end-to-end employee lifecycle management for international geographies.

• Ensure timely and accurate processing of HR transactions in Workday and ServiceNow.

• Review and approve letters, documentation, contracts, and compensation changes prepared by the team.

• Ensure compliance with local and international HR policies, audit requirements, and data privacy standards.

Stakeholder & Client Management

• Act as the escalation point for complex HR queries and issues from employees, managers, and HR Business Partners.

• Build and maintain strong relationships with internal stakeholders across regions.

• Represent the team in cross-functional meetings and projects.

Quality, Compliance & Reporting

• Drive regular audits of HR data and processes to ensure accuracy and compliance.

• Monitor and report on team KPIs, SLAs, and service quality metrics.

• Identify process gaps and lead continuous improvement initiatives.

Additional Responsibilities

• Support transitions, knowledge transfer (KT), and onboarding of new team members.

• Collaborate with other HR teams such as EDG and HR Operations as needed.

• Ensure team agility to extended work hours and changing business requirements.

Required Skills & Qualifications:

• Bachelor’s degree in any discipline; graduation is compulsory.

• 6+ years of HR Operations / HR Shared Services experience, with at least 2 years in a Team Lead or supervisory role.

• Strong expertise in Workday, including Core HR, reporting, letter generation, contracts, compensation, and absence management.

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

• Strong understanding of international HR processes, compliance, and documentation standards.

• Proven ability to manage and motivate teams in a fast-paced, global environment.

• Excellent written and spoken English communication skills.

• Strong stakeholder management, critical thinking, problem-solving, and decision-making skills.

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

• Ability to manage high volumes of tasks while ensuring accuracy and timeliness.

• Flexibility to work in 24×7 shifts and extended hours as required.

• Experience with Python scripting for automation is an added advantage.

Key Competencies:

• People Leadership & Team Development

• Employee Experience Mindset

• Critical Thinking & Problem Solving

• Client Management & Stakeholder Engagement

• Process Excellence & Continuous Improvement

Important Requirements:

• PAN and DOB are required to create an employee profile in the database.

• Graduation is compulsory.

• Former and/or current TCS/Tata employees are not eligible.