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 Responsibilities

1. 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.