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Team Lead - HR Operations

Gratitude India -
Mumbai, Maharashtra

Quick apply

Job details

Permanent
Up to ₹13,00,000 a month

Benefits

Provident Fund

Qualifications

Management
English
Analysis skills
Presentation skills
Bachelor's degree
Quality control
Customer relationship management
Human resources
Mentoring
Organisational skills
ServiceNow
Proofreading
Leadership
Communication skills
Python
Workday

Full job description

#BPO HR Jobs #BPO Opporunities #Global MNC #Hiring Now # Mumbai

Title: International HR Service – Team Lead

Location: Mumbai

Band: BPO 5 (Up to 16 LPA)

International HR Service Specialist (Individual Contributor)

We are seeking an experienced and dynamic Team Lead to manage our International HR Services team in Bangalore. This role will be responsible for leading a team of HR Services Associates, ensuring seamless delivery of HR operations across multiple international regions, and driving a culture of service excellence, compliance, and continuous improvement. The Team Lead will also have people management responsibilities for associates supporting other teams such as EDG or HR Ops, as required.

Key Responsibilities:

People Management & Leadership:

Lead, mentor, and develop a team of International HR Services

Associates and other HR operations staff.

Manage team performance, conduct regular 1:1s, set goals, and provide feedback and coaching.
Oversee workforce planning, shift scheduling, and ensure adequate coverage for 24x7 operations.
Foster a positive, inclusive, and high-performance team culture.

Service Delivery & Operations

Oversee end-to-end employee lifecycle management for international geographies.
Ensure timely and accurate processing of HR transactions in Workday and ServiceNow.
Review and approve letters, documentation, and compensation changes prepared by the team.
Ensure compliance with local and international HR policies, audit requirements, and data privacy standards.

Stakeholder & Client Management

Act as the escalation point for complex HR queries and issues from employees, managers, and HR business partners.
Build and maintain strong relationships with internal stakeholders across regions.
Represent the team in cross-functional meetings and projects.

Quality, Compliance & Reporting

Drive regular audits of HR data and processes to ensure accuracy and compliance.
Monitor and report on team KPIs, SLAs, and service quality metrics.
Identify process gaps and lead continuous improvement initiatives.

Additional Responsibilities

Support transitions, knowledge transfer (KT), and onboarding of new team members.
Collaborate with other HR teams (e.g., EDG, HR Ops) as needed.
Ensure team agility to extended work hours and changing business needs.

Required Skills and Qualifications:

7–10 years of HR Operations / Shared Services experience supporting international geographies.
Strong expertise in Workday (core HR, letter generation, contracts, compensation, and absence management).
Hands-on experience in ServiceNow or similar ticketing tools.
Strong understanding of HR processes, compliance, and documentation standards.
Exceptional attention to detail, proofreading, and quality control skills.
Ability to manage high volumes of tasks while ensuring accuracy and timeliness.
Strong critical thinking, problem-solving, and decision-making skills.
Excellent written and spoken English communication skills; ability to manage diverse stakeholders.
Added advantage: Experience in running Python scripts to automate employee filings, audit processes, and letter generation.

Required Skills & Qualifications

Bachelor’s degree in any discipline.
6+ years of HR Operations / Shared Services experience, with at least 2 years in a team lead or supervisory role.
Strong expertise in Workday (core HR, reporting, letter generation, contracts, compensation, absence management).
Hands-on experience with ServiceNow or similar ticketing tools.
Proven ability to manage and motivate teams in a fast-paced, global environment.
Excellent communication, stakeholder management, and problem-solving skills.
High attention to detail, quality control, and compliance mindset.
Flexibility to work in 24x7 shifts and extended hours as required.

Key Competencies

People Leadership & Team Development
Employee Experience Mindset
Critical Thinking & Problem Solving
Client Management & Stakeholder Engagement
Process Excellence & Continuous Improvement

**PAN and DOB are required to create an employee profile in the database.**

**Graduation is compulsory.**

**Former and/or current TCS/Tata employees are not eligible.**

Pay: Up to ₹1,300,000.00 per month

Benefits:

Provident Fund

Ability to commute/relocate:

Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

Skills Required for the Role:

HR Leadership
HR BPO
Demonstrated Leadership, Versatility And Integrity
Strong Leadership And Team Management Abilities
Excellent English Communication And Presentation Skills
Strong Communication And Interpersonal Skills
Excellent Verbal And Written English Communication Skills
Leadership & Mentorship
Leadership Skills, Takes Initiative, Self-starter, Critical Thinking And A Problem Solver
Strong Communication, Leadership, And Analytical Skills
Strong Expertise In Workday
Hands-on Experience With ServiceNow Or Similar Ticketing Tools.
Strong Attention To Detail, And Organizational Skills
7–10 Years Of HR Operations / Shared Services Experience Supporting International Geographies.
Exposure To HR Tools / Call Center (phone, Emails And Chats) Structure
Strong Analytical Skills With High Attention To Detail.

Experience:

HR Operations: 7 years (Preferred)

Language:

English (Preferred)

Location:

Mumbai, Maharashtra (Required)

Shift availability:

Night Shift (Required)

Work Location: In person

Quick apply

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