Human Resource Operations Team Lead

Overview

Lead the end-to-end Joiner, Mover and Leaver (JML) HR operations team for UKI and NAM, managing a team of advisors and specialists to deliver SLA/KPI-compliant, high-quality service.

What you'll do

• Own and deliver end-to-end JML operations (Onboarding, Movers, Offboarding) ensuring a brilliant, consistent customer experience for employees and line managers.
• Ensure service delivery meets or exceeds defined SLAs, KPIs and quality standards, including timeliness, accuracy, case resolution, and documentation quality.
• Act as customer concern point for complex cases, service issues and complaints, driving swift resolution and root-cause fixes.
• Recruit, coach, mentor and develop a high-performing, highly engaged team; build a culture of accountability, continuous learning and customer obsession.
• Ensure the team has the required Workday/process training and knowledge management to provide consistent execution.
• Embed strong performance management: goal setting, coaching, quality calibration, and recognition.
• Drive the process improvement and simplification agenda across JML processes and enabling technologies (Workday, ServiceNow, document tools).
• Use operational metrics and customer insights to identify problems and deliver measurable improvements.
• Support global standardization while enabling effective local execution; lead change control and adoption within the team.
• Partner closely with the global process owner(s) for Onboarding/Offboarding to strengthen process design and ensure operational readiness.
• Work directly with customer groups (HRBPs, managers, employees) and partner teams (Process Governance, Data, Payroll, IS, third parties) to ensure a seamless end-to-end experience.
• Provide operational governance: regular reviews, performance reporting, risk management, and customer communications.
• Act as an active ambassador for Diageo's HR model and operational standards, holding teams and stakeholders accountable.
• Raise awareness and demand compliance, with special focus on GDPR and internal controls; manage compliance breaches in line with Diageo procedures.
• Ensure accurate employee data maintenance and documentation standards across JML lifecycle activities.
• Leverage analytics to manage performance: volume trends, backlog, quality, rework drivers, and root causes.
• Support productivity and efficiency initiatives aligned with service strategy.
• Provide proactive operational input for business projects such as restructures, annual HR cycles, and cross-functional initiatives.
• Coordinate internal resources and third parties/vendors for operational projects; manage scope, timeline, risks and change impacts.

What you'll need

• Shown people management experience in HR Operations, shared services, or service delivery environments.
• Strong delivery track record against SLAs/KPIs, quality standards, and customer experience outcomes.
• Experience working with Workday or comparable HRIS; confidence in navigating HR data/process interdependencies.
• Ability to engage, influence and build credibility with diverse stakeholders across multiple geographies and cultures.
• Demonstrated capability to lead change, simplify processes, and deliver continuous improvement initiatives.
• Strong problem-solving skills, able to remove barriers and galvanize teams in ambiguity and fast-paced change.
• Strong understanding of operational compliance and data privacy principles (including GDPR awareness).
• Fluency in English (written and spoken).

Nice to have

• Advanced knowledge of Workday processes and navigation; experience with ServiceNow case management.
• Exposure to document generation tools and operational controls (e.g., Doc Genie or equivalent).
• Experience leading multi-location or multi-lingual teams.
• Additional language capability (e.g., Spanish, Portuguese, French) is an advantage.
• Prior experience in customer service/contact center environments (helpful for coaching, QA and service culture).

Details

• Primary location: Bangalore Karle Town SEZ.
• Worker type: Regular.
• Flexible working is available, including part-time, compressed hours and different locations.