HRO Helpdesk - Team Lead

Role overview

This position is for a team lead in HR operations and helpdesk support, based in Bengaluru. The role centers on service delivery, process governance, and team coordination within HR shared services.

Core responsibilities

The selected candidate will act as the main point of expertise for HR operations activities such as onboarding, employee records management, benefits administration, and issuing HR-related letters. The role also involves defining, documenting, and updating SOPs and process workflows for the function.

In addition, the team lead will monitor incident handling, make sure issues are resolved efficiently, maintain customer satisfaction, and balance workloads across the team. The role includes serving as an escalation contact, supporting a customer-focused work culture, coaching team members, and conducting one-on-one discussions.

They will also address escalated risks, issues, and decisions, while preparing monthly SLA metrics, dashboards, and other necessary reports.

Requirements

The role calls for HR operations experience, along with a bachelor’s degree in Accounting, Finance, or Business Administration. Candidates should have a strong service orientation and experience working in a service delivery environment.

Applicants must bring strong influencing and teamwork abilities, solid verbal and written communication skills, analytical thinking, sound judgment, management capability, and the ability to work effectively with Business, HR, and IT leaders. Critical thinking is also essential.

Preferred experience includes exposure to HR helpdesk operations and Oracle HCM.

Additional information

This is a full-time onsite role in Bengaluru, Karnataka, India. No salary, benefits, or opening count were specified in the source.

Must-have focus areas

Important areas for success in this role include HR operations, onboarding, employee data handling, benefits administration, HR letter creation, process documentation, compliance, reporting accuracy, and governance adherence.

Expectations from the role

The candidate should understand the process end-to-end, ensure smooth incident resolution, keep customer satisfaction high, guide team performance, and contribute to a positive customer service environment.