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Tier-1 brand, mid-level HR ops role in metro with common skillset and broad scope, increasing competition.
HR operations skills transfer across industries but payroll systems and global P&C knowledge add moderate domain specificity.
Explicit five-year supervisory experience requirement and HR/contact center background makes shortlisting moderately strict.
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Lead and manage the Hyderabad-based Employee Services team providing first point-of-contact support to employees, managers, and external stakeholders.
Oversee daily operations, ensure service-level agreements are met, analyze data for accuracy, and generate reports for management.
Serve as subject matter expert on policies/processes, lead training and mentoring, manage escalations, and drive process improvements and change management.
Minimum 5 years experience in customer management/contact center with supervisory or lead responsibilities.
Bachelor's degree or equivalent combination of work experience required.
Fluency in English mandatory.
Experience with ServiceNow and Workday HR/payroll or similar SaaS payroll tools preferred; strong skills in Outlook, Excel, Word, PowerPoint required.
Experienced in managing multi-location global teams and coordinating cross-functional projects within HR/Payroll/Benefits context.
Strong analytical skills with ability to interpret performance metrics into actionable insights for continuous improvement.
Demonstrated leadership in coaching, mentoring, and maintaining high employee service standards and culture in a fast-paced environment.