India is among the top ten priority markets for General Mills, and hosts our Global Shared Services Centre. This is the Global Shared Services arm of General Mills Inc., which supports its operations worldwide. With over 1,300 employees in Mumbai, the center has capabilities in the areas of Supply Chain, Finance, HR, Digital and Technology, Sales Capabilities, Consumer Insights, ITQ (R&D & Quality), and Enterprise Business Services. Learning and capacity-building is a key ingredient of our success.
Position Title | HR Direct Team Lead
Function/Group | Global Shared Services (GSS) | Location | Mumbai | Shift Timing | Regular |
Role Reports to | Regional HR Operations Lead | Remote/Hybrid/in-Office | Hybrid |
ABOUT GENERAL MILLS
We make foodthe world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we've been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.
How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate
us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out
General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.
With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out
We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.
Function Overview
Global Shared Services (GSS) enables General Mills to compete and win every day with a relentless focus on service excellence. Our Shared Services model leverages domain excellence to drive scaled cost-efficient delivery. We do that by delivering our services with a balance between cost and capability increasing productivity through optimized processes and tools and upholding company standards, policies, and practices. GSS touches virtually every aspect of the General Mills enterprise, including Employee Services, Business Services, Global Workforce Solutions, and Global Data Governance Services.
For more details about General Mills please visit this
Purpose of the role
The HR Direct Team Lead leads the international HR Direct team to deliver seamless, high-quality HR services to employees, managers and HR partners across 13 countries. The role integrates service delivery, process ownership and continuous improvement, stakeholder management, and people leadership to build an inclusive, high-performing, employee-centric service culture.
KEY ACCOUNTABILITIES |
Service Delivery & Operational Excellence - Lead the HR Direct and Recruiting Coordinator teams.
- Analyze and prioritize incoming work to maintain high quality, consistency and SLA adherence. Oversee day-to-day queues and processing activities, ensuring effective work allocation and preventing backlog build-up.
- Conduct deep-dive analysis on service trends to derive proactive insights and implement corrective and preventive actions.
- Lead quality checks across processes, including call monitoring, case closure reviews and customer service recovery activities.
- Deliver excellent service to employees, managers and HR partners through timely, accurate and empathetic support.
- Embed the Service Excellence Framework into daily operations, ensuring defined standards and behaviours are consistently applied.
- Maintain robust process documentation, SOPs and knowledge articles, ensuring they are complete, current and reviewed on a regular cadence.
- Implement and oversee an appropriate Maker-Checker process to sustain strong controls and compliance.
- Provide executional leadership for ongoing HR Direct process harmonization, standardization and improvement.
- Serve as the first level of escalation and conflict resolution for HR Direct-related issues.
- Identify and drive standardization and automation opportunities, partnering with HR and technology teams as needed.
- Navigate the organization effectively to access information, influence stakeholders and enable quick issue resolution.
- Manages Service Level Agreements & ensure seamless, service delivery with strong performance on key metrics such:
- TAT, CSAT, DSAT, re-opened cases, productivity and backlog.
- Call Quality Assurance Score
- Response time of 24 hours (SLA Breach)
- Minimum Ring on and No Answer (RONA)
- Any other SLAs laid down from time to time
People leadership & Team Management- Lead team engagement through regular meetings, huddles and performance reviews focused on metrics and key updates.
- Foster collaboration and problem solving within the team to ensure smooth resolution of employee and stakeholder issues.
- Invest in capability development by identifying skill gaps and enabling on-the-job learning, cross-skilling, training and coaching.
- Be accountable for engagement and retention, actively managing morale, workload balance and development opportunities.
- Provide ongoing technical, process and policy guidance to ensure consistent, high-quality and compliant responses.
- Manage administrative responsibilities such as rostering, shift planning and shift allowance management, ensuring fairness and adequate coverage.
- Accountable for Performance Management cycle for the team, including APR, IDP and other Global talent practices.
Stakeholder & Relationship Management- Drive strong, proactive stakeholder management with HR Business Partners, COEs, global HRSS teams and business leaders.
- Engage stakeholders regularly and qualitatively, understanding their needs, pain points and future expectations.
- Ensure fast, transparent issue resolution, including timely status updates and closure of open items.
- Build and maintain trust-based relationships through reliability, data-backed insights and solution-focused engagement.
Process Ownership & Continuous Improvement- Own end-to-end processes supported by India HR Direct, ensuring they are efficient, compliant and employee centric.
- Maintain a relentless focus on simplification and standardization, eliminating non-value-adding steps.
- Lead Continuous Improvement (CI) projects for HR Direct, and contribute to and leverage HMM and other best-practice frameworks, aligning local processes with global standards where appropriate.
- Build a CI mindset and culture within the team, encouraging idea generation, experimentation and sharing of best practices
Projects- Lead special projects such as deep-dive analyses, metric recalibration, Cases vs Tasks reviews and other strategic initiatives.
- Coordinate and lead testing and pilots for new tools, processes or global initiatives, including UAT and impact assessment.
- Provide clear, structured feedback and recommendations to global and regional teams based on India HR Direct experience and employee insights.
- Support change management and communication, enabling smooth adoption of new processes, tools and ways of working within the team and across stakeholders
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- Bachelor's with any Graduate degree
- Minimum 5 years of Service Delivery experience with minimum 1-2 years experience in leading a team preferably in a shared service
- Minimum 6-7 years of HR Experience
- Technology Knowledge PreferredWorkday, Service Now, Cornerstone, ADP
Competencies / Behaviors required for the Job - Strong Prioritization skillsDemonstrate a customer service mindset.
- Ability to lead technological change and process improvement s
- Demonstrates Critical ThinkingPossess High Empathy
- Has good Judgement & Decision Making
- Has Technology AcumenCan work effectively in an ambiguous environment and with global Stakeholders.Ability to quickly learn new processes and systems.
- Ability to train the Team around the process, steps and provide guidance.Strong communication and organization skills
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- MBA / master's in human resources or related fields
