HR operations global

Key Responsibilities:

• Lead a team of HR Operations Associates handling global employee and manager HR queries.
• Serve as case manager by assigning cases, monitoring queues, and ensuring timely, accurate resolution within SLAs.
• Act as an escalation point for complex and sensitive HR queries, coordinating with COEs and regional HR teams for proper resolution.
• Collaborate with regional HR teams and COEs to enhance process effectiveness and employee experience.
• Monitor team workload distribution and optimize resource allocation across regions and shifts.
• Review and analyze operational metrics, productivity, and service statistics to drive performance improvements.
• Support training, knowledge sharing, and upskilling of team members on HR policies, tools, and systems.
• Contribute to continuous improvement initiatives focused on process standardization, efficiency, and scalability.
• Use Excel and data analysis to identify trends, gaps, and opportunities for improving service delivery.
• Ensure SOPs and knowledge content are up to date and relevant.
• Manage a wide range of HR queries including policies, transactions, data, and records.
• Utilize case management tools to deliver accurate, empathetic, and professional support.
• Provide reporting support and operational assistance for region-specific HR activities.
• Ensure compliance with internal policies and local labor laws in all HR request handling.
• Maintain updated knowledge of global and regional HR compliance requirements.
• Support global HR initiatives and process improvement projects with a focus on scalability and user experience.