Process Lead – Helpdesk Experience

Dr. Reddy's Laboratories Ltd. is a leading multinational pharmaceutical company based across global locations. Each of our 24,000 plus employees comes to work every day for one collective purpose: to accelerate access to affordable and innovative medicines because Good Health Can't Wait.

We started in 1984 with a modest investment, 20 employees and a bold vision. Today, we have research and development centres, manufacturing facilities or a commercial presence in 66 countries.

For nearly four decades, we have stood for access, affordability and innovation based on the bedrock of deep science, progressive people practices and robust corporate governance. As the pharmaceutical industry evolves and undergoes disruption, we see an opportunity – to strengthen our core further (the next steps) and to build the future (the new bets).

'The Next and the New' is how we aim to continue to be the partner of choice – purpose-driven, future-ready and sustainable. Our aim is to reach over 1.5 Bn+ patients across the world by 2030 by growing our core businesses and building for the future with sustainability at the core of our purpose and strategy. Sustainability for us means operating in a manner that respects people, planet and purpose – helping us conserve precious resources, serve our patients, create value for stakeholders, give back to society, fulfil our potential and maintain our integrity and transparency

Dr Reddy's maintains a work environment, free from discrimination and is an equal opportunity employer. We are committed to employ & nurture all qualified diverse workforce without regard to race, colour religion, nationality, sex, age, disability status, genetics, sexual orientation, gender expression, citizenship or any other characteristic or classification protected by applicable law(s) of the country we operate in. We treasure every talent, and recognize merit and diversity in our organization.

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Purpose of the Role:

The Process Lead – Helpdesk Experience will be responsible for designing and managing a seamless, multi-channel employee support experience through HR Direct. This includes service delivery via IVR, Live Chat (AI-enabled), telephony, and Employee Self-Service (ESS) platforms. The role focuses on increasing Tier 0 and Tier 1 resolution, driving adoption of digital channels, and ensuring high-quality, efficient query handling. The incumbent will lead process documentation, user journey mapping, knowledge management, and continuous improvement initiatives to enhance employee experience and service excellence.

Key Responsibilities:

Helpdesk Experience Design & Optimization

• Lead the design and enhancement of helpdesk services across IVR, Live Chat, telephony, and ESS platforms.
• Drive Tier 0 adoption by promoting self-service capabilities and improving accessibility and usability of the knowledge base.
• Expand Tier 1 resolution through automation, training, and improved query routing.
• Collaborate with IT and vendor partners to optimize IVR flows and chatbot performance for faster and more accurate query resolution.

User Journey Mapping & Experience Design

• Design and map employee user journeys across helpdesk channels to identify friction points and opportunities for improvement.
• Use journey insights to inform service design, channel strategy, and personalization efforts.
• Partner with UX teams to ensure intuitive and user-friendly interfaces across digital platforms.

Service Delivery & Performance Management

• Define and monitor SLAs, KPIs, and quality metrics for helpdesk operations.
• Partner with Real-Time Workforce Management to ensure consistent service delivery during peak periods.
• Establish productivity benchmarks and ensure adherence to escalation protocols for complex queries.

Knowledge Management System Ownership

• Build and maintain a centralized Knowledge Management System to support Tier 0 and Tier 1 resolution.
• Ensure content is regularly updated, searchable, and aligned with employee needs and feedback.
• Promote knowledge sharing and reuse across HR teams to improve consistency and reduce resolution time.

Process Governance & Documentation

• Own the documentation of helpdesk processes, SOPs, and escalation matrices.
• Ensure global standardization and scalability of helpdesk processes while accommodating local compliance needs.

Stakeholder Engagement & Continuous Improvement

• Collaborate with HR CoEs, IT, and other stakeholders to align helpdesk services with business needs.
• Analyze feedback and service data to identify trends, root causes, and opportunities for improvement.
• Lead initiatives to enhance employee experience and satisfaction with HR Direct services.

Educational & Experience Requirements:

• MBA in HR or related field.
• Minimum 7+ years of experience in managing or leading service/helpdesk operations, preferably in a shared services or HR operations environment.
• Proven experience with IVR systems, live chat platforms, and query management tools (e.g., ServiceNow, Zendesk).
• Strong background in process documentation, knowledge management systems, and service quality frameworks.
• Experience in designing user journeys and applying insights to improve service delivery.

Desired Skills & Competencies:

• Advanced Excel skills (including VBA, Macros); familiarity with data visualization tools is a plus.
• Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
• Excellent communication and stakeholder management skills.
• Passion for employee experience, digital adoption, and continuous improvement.
• High ownership mindset with a track record of delivering results in dynamic environments.

Educational & Experience Requirements:

• MBA in HR or related field.
• Minimum 7+ years of experience in managing or leading service/helpdesk operations, preferably in a shared services or HR operations environment.
• Proven experience with IVR systems, live chat platforms, and query management tools (e.g., ServiceNow, Zendesk).
• Strong background in process documentation, knowledge management systems, and service quality frameworks.
• Experience in designing user journeys and applying insights to improve service delivery.

Desired Skills & Competencies:

• Advanced Excel skills (including VBA, Macros); familiarity with data visualization tools is a plus.
• Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
• Excellent communication and stakeholder management skills.
• Passion for employee experience, digital adoption, and continuous improvement.
• High ownership mindset with a track record of delivering results in dynamic environments.

Behavioural Skills:

• Demonstrates objectivity, making decisions based on impartial analysis and facts.
• Possesses the ability to work effectively in ambiguity, navigating uncertainty with confidence.
• Aligns cross-functional teams for successful execution, ensuring collaboration and synergy.
• Displays self-initiative and resilience, proactively addressing challenges and setbacks

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