People Services Team Lead

Confidential · India

Hiring for: A leading global company specialising in Testing, Inspection and Certification Services

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, ServiceNow 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.