Job Description & How to Apply Below
Location:
Mumbai, India (Andheri East)
Work Pattern: Hybrid (3 days per week in office)
Team Size: 3-4 direct reports
About the Role
We are seeking an experienced People Services Team Lead to lead a small global People Services team while overseeing the organisation's people knowledge and self-service content ecosystem.
This is a hybrid leadership role combining People Operations, Service Delivery, Knowledge Management, and Continuous Improvement . The successful candidate will ensure the consistent delivery of high-quality Tier 1 People Services support while driving self-service adoption, content governance, and operational excellence.
The role will be based in Mumbai and support a global organisation. While working primarily within India business hours, flexibility will be required for occasional meetings outside standard working hours.
Key Responsibilities
Lead, coach, and support the global Tier 1 support team to deliver consistent, high‑quality service aligned to SLAs and People Operations standards
Assign and delegate daily activities to team members, ensuring they are delivered to high standards of completion, to meet SLAs and business priorities.
Monitor service delivery metrics and implement corrective actions where needed.
Act as the escalation point for complex or sensitive People queries, ensuring timely, accurate, and customer‑focused resolution.
Responsible in identifying areas of knowledge development for the team to allow continuous learning and improvements.
Promote a high‑performing team culture focused on accountability, service excellence, collaboration, and continuous improvement.
Champion operational excellence and continuous process improvement.
Own and maintain the global People knowledge base, developing and governing clear, accurate, and up‑to‑date content that enables effective colleague self‑service and supports policy and process compliance.
Establish governance for content creation, review, approvals, localisation, and expiry cycles.
Partner with COEs, Payroll, Legal, and in‑country HR to validate and maintain content quality and compliance.
Analyse query trends, content usage, gaps, and service data to drive continuous improvement, process optimisation, and standardisation opportunities across People Operations.
What We're Looking For
HR Professional with experience in managing a team in shared service.
Ability to manage multi-country operations and vendor relationships.
Experience with HR databases and ticketing systems (SAP: Success Factors, Service Now or Halo)
Excellent communication skills, with ability to turn complex topics into clear, user‑friendly content.
Strong stakeholder management and cross‑functional collaboration skills.
Excellent organisation and planning skills, motivated by deadlines and KPIs to deliver
Knowledge of automation tools and process improvement methodologies
Strong knowledge of HR processes, policies, and Tier 1/2 operational models
Proven experience managing or contributing to HR knowledge bases, content development, or service portals.
Familiarity with chatbot enablement, content tagging, and automation opportunities.
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