HRO Helpdesk Lead

Role & responsibilities

Job Role: HRO Helpdesk Lead

Experience: 12 to 15 Years

Role Overview

• The HR Helpdesk Lead will be responsible for managing and overseeing HR Helpdesk operations, ensuring effective resolution of HR-related queries from client employees, line managers, vendors, and other third parties.
• The role will provide operational leadership to the HR Helpdesk team, manage escalations, monitor service levels and quality, and ensure adherence to defined processes, policies, and knowledge management standards.
• The Lead will work closely with client stakeholders and internal teams to drive service excellence, process improvement, first-time resolution, and continuous improvement across HR Helpdesk operations.
• This role requires mandatory periodic rotational shifts on a 24/7 basis.
• 5 days Work from Office is mandatory for this role.

Preferred candidate profile

Knowledge & Experience

• 12 to 15 years of overall experience, with significant experience in HR Helpdesk / HR Shared Services / HR Operations / HR Service Delivery.
• Experience managing or leading international HR Helpdesk operations is mandatory/preferred depending on the client requirement.
• International voice process experience Mandatory.
• No domestic voice process experience.
• US voice process experience Preferred.
• Strong experience in handling HR-related employee queries and escalations.
• Experience managing teams and delivering against SLA, KPI and quality metrics.
• Good understanding of HR processes including Employee Data Management, Payroll, Benefits, T&A, HR Policies and Learning & Development.
• Experience with HR case management tools such as ServiceNow, Remedy or similar platforms preferred.
• Understanding of Service Level Agreements (SLAs) and operational governance.
• Understanding of telephony tools such as Avaya or similar platforms.
• Experience in client/stakeholder management and presenting operational metrics.
• Leadership & Behavioral Competencies
• Strong people management and leadership skills.
• Excellent written and verbal communication skills.
• Strong customer-service orientation and stakeholder management skills.
• Excellent escalation management and decision-making skills.
• Strong analytical, troubleshooting and problem-solving abilities.
• Ability to manage multiple priorities in a 24/7 operational environment.
• Strong attention to detail and focus on accuracy.
• Ability to identify process gaps and drive continuous improvement.
• Coaching and mentoring capability.
• Strong ownership and accountability for service delivery.
• Ability to work effectively with global and cross-functional teams.

Interested candidates can share your resume along with the following details to [email removed]

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