Team Lead Human Resources for Customer Support MNC BPO/BPS

Gratitude Inc

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8 hours ago

Team Lead Human Resources for Customer Support MNC BPO/BPS

7-10 Year(s)

110 - 130 Thousand p.m

Mumbai

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Job Description

Key Skills

HR Leadership HR BPO Demonstrated leadership, versatility and integrity Strong leadership and team management abilities Excellent English communication and presentation skills Strong communication and interpersonal skills Excellent verbal and written English communication skills Leadership & Mentorship Leadership skills, takes initiative, self-starter, critical thinking and a problem solver Strong communication, leadership, and analytical skills Strong expertise in Workday Hands-on experience with ServiceNow or similar ticketing tools. Strong attention to detail, and organizational skills 7–10 years of HR Operations / Shared Services experience supporting international geographies. Exposure to HR tools / Call center (phone, emails and chats) structure Strong analytical skills with high attention to detail.

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Posting Title: International HR Service – Team Lead
Location: Mumbai
Band: BPO 5 (Up to 16 LPA)

International HR Service Specialist (Individual Contributor)
We are seeking an experienced and dynamic Team Lead to manage our International HR Services team. This 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 have people management responsibilities for associates supporting other teams such as EDG or HR Ops, as required.

Key Responsibilities:

People Management & Leadership:
• Lead, mentor, and develop a team of International HR Services
Associates and other HR operations staff.
• Manage team performance, conduct regular 1:1s, set goals, and provide feedback and coaching.
• Oversee workforce planning, shift scheduling, and ensure adequate coverage for 24x7 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, 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 (e.g., EDG, HR Ops) as needed.
• Ensure team agility to extended work hours and changing business needs.

Required Skills and Qualifications:
• 7–10 years of HR Operations / Shared Services experience supporting international geographies.
• Strong expertise in Workday (core HR, letter generation, contracts, compensation, and absence management).
• Hands-on experience in ServiceNow or similar ticketing tools.
• Strong understanding of HR processes, compliance, and documentation standards.
• Exceptional attention to detail, proofreading, and quality control skills.
• Ability to manage high volumes of tasks while ensuring accuracy and timeliness.
• Strong critical thinking, problem-solving, and decision-making skills.
• Excellent written and spoken English communication skills; ability to manage diverse stakeholders.
• Added advantage: Experience in running Python scripts to automate employee filings, audit processes, and letter generation.

Required Skills & Qualifications:
• 6+ years of HR Operations / Shared Services experience, with at least 2 years in a team lead or supervisory role.
• Strong expertise in Workday (core HR, reporting, letter generation, contracts, compensation, absence management).
• Hands-on experience with ServiceNow or similar ticketing tools.
• Proven ability to manage and motivate teams in a fast-paced, global environment.
• Excellent communication, stakeholder management, and problem-solving skills.
• High attention to detail, quality control, and compliance mindset.
• Flexibility to work in 24x7 shifts and extended hours as required.
.
Key Competencies
• People Leadership & Team Development
• Employee Experience Mindset
• Critical Thinking & Problem Solving
• Client Management & Stakeholder Engagement
• Process Excellence & Continuous Improvement

**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.**

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Shubham Kathalkar

Recruiter - Gratitude Inc

NA, india

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