GBS People Services Operations Team Leader, India

Overview

Lead a team delivering GBS People Services UK operational and transaction processes, focused on service excellence, process compliance, team performance and continuous improvement.

What you'll do

• Be accountable for operational service delivery and performance for UK regional People Services processes.
• Manage key business relationships and stakeholders in the delivery of core People Services.
• Lead and direct a team of service delivery teams in providing excellent customer service and maintaining quality of service, including customer service and deliverables of outsourced vendors.
• Manage activities to ensure data accuracy, confidentiality, compliance and adherence to group policies, region/country legislation and requirements, procedures and risk management.
• Work closely with process owners to manage change control and deploy changes into operational service.
• Provide operational reporting, metrics and KPIs internally to the team and to key customers to demonstrate service performance and customer satisfaction.
• Handle customer complaints, ensure customer service levels are met, and respond to escalations.
• As required, represent service delivery at local business and regional governance level.
• Lead and manage UK payroll processing, ensuring timely and accurate payment.
• Monitor and validate payroll data, including bonuses, allowances and statutory deductions.
• Ensure completeness and accuracy of payroll reports and reconciliations.
• Ensure adherence to internal controls and participate in audits and compliance reviews.
• Oversee and supervise the full employee lifecycle, including onboarding, data and document management, lifecycle changes (such as transfers, promotions and leaves), and offboarding (retirement, resignation or termination).

What you'll need

• 8-10 years' experience of HR service delivery.
• Bachelor's degree in human resources, business administration, commerce or a related field.
• Proficiency in HR systems such as Workday, SAP and ServiceNow.
• Good knowledge of MS Office or Google Workspace.
• Experience and expertise in delivering GBS HR service operations.
• Good analytical ability with effective problem-solving capability.
• Effective listening and communication skills to understand customer needs and respond appropriately.
• Strong experience in service management and delivery of service excellence.

Nice to have

• UK HR service delivery experience is preferred.

Details

• Location: Bangalore, India.
• Job family: Human Resources, UK Process.
• Candidates in certain locations may be asked to complete an online assessment including cognitive and behavioural aptitude testing.