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.