International HR Services Team Lead
Gratitude IncInternational HR Services Team Lead
Job Description
Key Skills
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Role/Skill:
Location: Mumbai
Experience: 7 to 10 Years
Band: BPO 4
Job ID: 406992
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 for profile creation**
Role
Recruitment Executive
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
Human Resources
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