HR Operations Team Lead

HR Operations Team Lead

Role Summary

The HR Operations Team Lead is responsible for leading and overseeing the delivery of end-to-end HR shared services and employee lifecycle processes. This role provides operational leadership for a team supporting Hire-to-Retire activities, ensuring service excellence, compliance, data integrity, and adherence to SLA/KPI commitments.

The successful candidate will manage a team delivering one or more of the following HR functions:

• Employee Relations Support
• Employee Data Management
• Offer Letter Administration
• New Hire Administration
• Background Verification and Adjudication
• Employee Concerns and Investigations Support
• Benefits Administration
• HR Helpdesk and Employee Services

The Team Lead will partner closely with HR Business Partners, COEs, Business Leaders, and Global Stakeholders to drive operational excellence, continuous improvement, and a positive employee experience.

Key Responsibilities

Team Leadership & Service Delivery

• Lead, coach, mentor, and develop a team of HR Operations professionals to achieve business objectives and service excellence.
• Manage daily operations, workload distribution, resource planning, and team performance to ensure achievement of SLAs, KPIs, and quality targets.
• Conduct regular performance reviews, coaching sessions, and development planning for team members.
• Act as the primary escalation point for complex employee, stakeholder, and process-related issues.

HR Operations Management

• Oversee the execution of employee lifecycle transactions, including onboarding, employee data management, job changes, leave administration, benefits administration, compensation changes, and separations.
• Ensure timely and accurate processing of HR transactions in HRIS/HCM platforms.
• Monitor service requests and helpdesk operations to ensure prompt and effective resolution of employee inquiries.
• Provide guidance and support on HR policies, procedures, and operational processes.

Stakeholder Management

• Build strong partnerships with HR Business Partners, People Managers, Business Leaders, and Centers of Excellence.
• Manage stakeholder expectations through regular communication, governance meetings, and service reviews.
• Provide operational insights, reports, and recommendations to business and HR leadership.

Data Governance & Compliance

• Ensure accuracy, completeness, and integrity of employee data across HR systems.
• Drive data quality initiatives, conduct audits, and oversee remediation activities.
• Maintain compliance with company policies, regulatory requirements, and internal controls.
• Handle confidential employee information with the highest level of professionalism and discretion.

Continuous Improvement & Transformation

• Identify process improvement opportunities and lead initiatives to increase efficiency, quality, and employee satisfaction.
• Support automation, standardization, and digital transformation projects within HR Operations.
• Develop and maintain standard operating procedures (SOPs), process documentation, and knowledge articles.

Transition & Project Management

• Support and lead transition activities, including Due Diligence, Knowledge Transfer, Process Documentation, Ramp-Up, Hypercare, and Go-Live activities.
• Ensure successful onboarding of new processes and operational readiness within the team.
• Participate in global and regional HR transformation initiatives as required.

Qualifications

• Bachelor's Degree in any discipline.
• Minimum 5-8 years of experience in HR Operations, HR Shared Services, or HR Administration.
• Minimum 2-3 years of people leadership or supervisory experience.
• Experience managing end-to-end HR processes across the employee lifecycle.
• Experience supporting US geography HR operations is highly preferred.
• Experience in transitions, including Due Diligence, Knowledge Transfer, Ramp-Up, and Go-Live activities.
• Strong stakeholder management and client-facing experience.
• Experience working with HRIS/HCM platforms (e.g., Workday, SAP SuccessFactors, Oracle HCM, PeopleSoft, etc.).

Skills & Competencies

• Strong leadership and people management skills.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong customer service orientation and employee-centric mindset.
• High attention to detail and commitment to data accuracy.
• Ability to work independently and drive results with minimal supervision.
• Strong organizational, planning, and coordination skills.
• Proven ability to influence stakeholders and manage cross-functional relationships.
• Demonstrates integrity and professionalism when handling confidential information.

Preferred Qualifications

• Experience working in a Global Business Services (GBS), Shared Services, or BPO environment.
• Experience leading geographically distributed teams.
• Knowledge of HR compliance, audits, and governance practices.
• Experience in process improvement methodologies such as Lean, Six Sigma, or Continuous Improvement frameworks.
• Exposure to HR digital transformation and automation initiatives.