Global HR operations Lead

Job Role Responsibilities:

• Lead a team of HR Operations Associates, handling global employee and manager queries.
• Act as a case manager, assigning cases and overseeing queues to ensure timely and accurate resolution of inquiries within defined SLAs and quality standards.
• Serve as an escalation point for complex or sensitive HR queries, coordinating with Centers of Excellence (COEs) and regional HR teams for appropriate resolution.
• Collaborate with regional HR teams and COEs to continuously improve processes and employee experience.
• Monitor workload distribution and optimize resource allocation across shifts and regions.
• Review and analyze team operational efficiency and productivity metrics, with a close view on operational statistics.
• Support training, knowledge sharing, and upskilling of team members on HR policies, tools, and systems.
• Contribute to continuous improvement projects, with a focus on process standardization, efficiency, and scalability.
• Work with Excel and perform data analysis to identify trends, gaps, and implement improvements to service delivery.
• Guide the team and ensure high-quality operational statistics.
• Keep SOPs and relevant content updated.
• Act as the primary contact for employees and managers across all regions, addressing a wide range of HR-related queries (policy, transactional, data & records, etc.).
• Use case management tools to provide support, research, and problem resolution with accuracy, empathy, and professionalism.
• Work on problems of moderate scope, requiring analysis of various factors.
• Exercise judgment within defined procedures and practices to determine appropriate action.
• Provide reporting support and deliver operational support for region-specific or locally required HR activities.
• Ensure timely and accurate resolution of HR requests while maintaining compliance with internal policies and local labor laws.
• Stay updated on global and regional HR compliance requirements.
• Support global HR initiatives and process improvement projects focused on scalability and user experience.