HR Operations Team Lead

Job Description: HR Operations Team Lead

• *Job Title:** HR Operations Team Lead
• *Location:** Bangalore, India
• *Experience:** 7–10 Years
• *Band:** BPO 4
• *Job Code:** 425282
• *Work Shift:** US Shift / 24×7 Shift Flexibility
• *Employment Type:** Full\-Time

Role Overview

We are seeking an experienced HR Operations Team Lead to manage international HR operations within a global shared services environment. The ideal candidate will have strong team leadership, client management, HR process knowledge, and hands\-on experience with HR systems such as Workday, Darwin, and ServiceNow.

The role involves overseeing a team of 15\+ resources, ensuring operational excellence across multiple HR service domains, maintaining compliance and quality standards, and driving continuous improvement in service delivery.

Key Responsibilities1\. Team Leadership and Performance Management

• Lead, coach, and mentor a team of 15\+ HR operations professionals.
• Allocate workloads, monitor productivity, and ensure timely and accurate completion of tasks.
• Conduct performance reviews, annual evaluations, and performance rating discussions.
• Drive employee engagement, accountability, professional development, and team collaboration.
• Identify training needs and implement development plans to improve team performance.

2\. HR Operations and Service Delivery

• Manage end\-to\-end HR operations across international geographies and shared services.
• Oversee service delivery across the following domains:
• Global Benefits
• Total Rewards
• Invoice Processing
• Wellbeing Benefits
• Global Mobility
• Monitor service levels, quality, productivity, turnaround times, and operational KPIs.
• Ensure compliance with HR policies, documentation standards, and established procedures.
• Identify process gaps and implement improvements to enhance efficiency and client satisfaction.

3\. Client and Stakeholder Management

• Serve as the primary point of contact for client escalations and operational discussions.
• Build and maintain effective relationships with global clients and internal and external stakeholders.
• Provide regular performance updates, operational reports, and insights to leadership and clients.
• Resolve complex service issues and ensure timely closure of escalations.
• Align service delivery with client expectations and organizational objectives.

4\. HR Systems and Process Excellence

• Utilize HR platforms and ticketing tools, including Workday, Darwin, and ServiceNow, to manage workflows and service requests.
• Ensure accurate transaction processing, documentation, data quality, and ticket resolution.
• Monitor system\-related issues and coordinate with relevant teams to ensure uninterrupted service delivery.
• Identify opportunities to streamline workflows, improve controls, and leverage HR technology.
• Maintain awareness of emerging HR technology trends and process best practices.

5\. Strategic Planning and Continuous Improvement

• Collaborate with senior leadership to develop and execute service delivery and team development strategies.
• Analyze operational data to identify trends, risks, and improvement opportunities.
• Drive initiatives to improve productivity, quality, customer experience, and operational efficiency.
• Support the expansion of service offerings and alignment with global business goals.
• Promote a culture of continuous improvement, innovation, and compliance.

Required Qualifications and Skills

• Bachelor’s or Master’s degree in any discipline.
• 7–10 years of experience in HR Operations, Human Resources Shared Services, or HRO.
• Experience supporting international geographies in a global service delivery environment.
• Proven experience managing and motivating teams of 15 or more resources.
• Hands\-on experience with ServiceNow or similar ticketing platforms.
• Working knowledge of Workday, Darwin, or other HRIS platforms.
• Strong understanding of HR operations, benefits, total rewards, global mobility, and related processes.
• Experience in performance management, annual appraisals, and employee development.
• Strong knowledge of quality control, compliance, documentation, and process governance.
• Excellent written and verbal English communication skills.
• Strong analytical, critical\-thinking, decision\-making, and problem\-solving abilities.
• Excellent client management, stakeholder engagement, negotiation, and conflict\-resolution skills.
• Exceptional attention to detail, proofreading, and quality assurance capabilities.
• Ability to manage high volumes of work while maintaining accuracy and meeting deadlines.

Preferred Competencies

• Global HR service delivery and shared services management.
• HR process optimization and continuous improvement.
• Escalation management and client relationship management.
• Operational reporting, KPI monitoring, and performance analysis.
• Team coaching, workload management, and resource planning.
• Adaptability in a fast\-paced, multicultural, and global environment.

Work Schedule

• Must be flexible to work in a **US shift** within a 24×7 operating environment.
• Willingness to work extended hours when business requirements demand.
• Ability to support global stakeholders across different time zones.

Important Application Information

• **Former TCS employees are not eligible to apply.**
• **PAN and date of birth (DOB) are required for candidate profile creation.**

Ideal Candidate Profile

The ideal candidate is a results\-driven HR operations leader with strong global shared services experience, proven people\-management capabilities, excellent client\-facing skills, and a commitment to quality, compliance, and continuous improvement.

Pay: Up to ₹1,200,000\.00 per year

Work Location: In person