India PS Ops Lead

Overview

Lead a team delivering HR First Contact and Employee Lifecycle services, providing day-to-day leadership across the hire-to-retire service portfolio through Workday and ServiceNow.

What you'll do

• Lead and coach HR First Contact and Employee Lifecycle specialists, aligning Tier 1 and Tier 2 delivery under one team and creating collaboration, market knowledge and backup coverage.
• Own and continuously improve end-to-end operational delivery across employee queries, employee data changes, employee lifecycle data management, right-to-work, employee documentation, absence support, pre-payroll controls and complex case resolution.
• Monitor service performance, productivity, quality, case ageing and adherence to agreed SLAs and KPIs, using data and trend insights to remove bottlenecks and improve outcomes.
• Act as the operational escalation point for complex, sensitive or unresolved cases, ensuring clear ownership, risk assessment and timely communication with employees, managers and HR stakeholders.
• Ensure services comply with global processes, local legal and regulatory requirements, audit controls, data privacy standards and record-management expectations.
• Partner and act as a trusted advisor to People Solutions Operations Leads, HRBPs, HR Partners, Payroll, Reward, Talent Acquisition, HR Technology and process owners to resolve issues and deliver change.
• Translate operational insights into actionable recommendations and influence decisions that enhance service delivery and employee experience.
• Champion standardisation, knowledge management, continuous improvement, self-service and effective use of Workday and ServiceNow while preserving necessary local requirements.
• Build an inclusive, accountable and high-performing team through regular feedback, recognition, performance management, capability building, succession planning and individual development plans.

What you'll need

• Significant experience leading an HR operations, shared services or People Services team delivering employee lifecycle and query-management services across multiple processes or markets.
• Strong working knowledge of HR operations, case management, service performance, audit and compliance controls.
• Practical experience using Workday, ServiceNow or comparable HR platforms.
• Demonstrated people leadership, including coaching, performance management, workload prioritisation, change leadership and development of diverse teams.
• Excellent judgement, stakeholder management and communication skills, with the ability to resolve complex cases, navigate local and global requirements, and translate operational data into clear actions.

Details

• Reports to the Head of Global People Solutions Operations.
• Location: Bengaluru Campus 31.