HR Operations

Job Type: Permanent - Full Time

Location: Hyderabad

Job Category: Human Resources

Job Description
Role Summary
The People Experience Team Lead is responsible for overseeing the day-to-day operations of Quantium's People & Culture shared services function, with a focus on delivering exceptional P&C support across our global organisation through operational excellence and service optimisation. As a pivotal member of the People Experience team, you will lead a team of People Experience Coordinators, manage service delivery through our ticketing system (Jira), and drive continuous improvement of processes through a relentless focus on operational excellence, service optimisation, and data-driven decision making.

You will be the primary point of escalation for complex queries, ensuring timely and accurate resolution whilst maintaining world-class service delivery standards. This role requires strong leadership skills, a service-oriented mindset, expertise in operational excellence frameworks, and the ability to work effectively in a fast-paced, global matrix environment. Your success will be measured by team performance, operational excellence metrics, and your ability to enhance the employee experience through efficient, standardised, and continuously improving HR service delivery.

Key responsibilities | Deliverables

• Lead and develop a high-performing team, providing mentoring, coaching and performance management to ensure delivery of exceptional HR services through operational excellence principles.
• Champion operational excellence initiatives across the HR shared services function, implementing best practices in service delivery, quality management, and performance optimisation.
• Design and implement service delivery frameworks that ensure consistent, scalable, and efficient HR operations across all global locations.
• Oversee the day-to-day management of the ticketing system (Jira), including queue management, SLA monitoring, and escalation handling with a focus on operational efficiency.
• Establish and monitor key performance metrics for the People Experience team, ensuring consistent service delivery and identifying opportunities for improvement through data-driven insights.
• Lead continuous improvement efforts using Lean/Six Sigma methodologies to eliminate waste, reduce cycle times, and enhance service quality.
• Drive operational excellence through continuous process improvement, automation, and standardisation of P&C service delivery processes.
• Serve as an escalation point for complex HR queries, providing guidance and solutions to ensure timely resolution whilst maintaining service quality standards.
• Partner with Lead People Experience Manager, HR Business Partners and Centres of Excellence (Talent Acquisition, Learning & Capability, Total Rewards) to ensure seamless service delivery across the employee lifecycle.
• Lead the implementation and optimisation of HR systems and tools to enhance service delivery capabilities and operational efficiency.
• Ensure data integrity within HR systems and generate regular reporting on key HR metrics and service performance.
• Support regular audit activities and compliance monitoring to maintain operational standards.
• Support global P&C initiatives and projects, contributing to the development and implementation of new processes and policies with operational excellence principles.
• Champion the use of AI and automation to improve service delivery and employee experience whilst maintaining quality standards.

Key activities | KPIs

• Maintain service level agreements (SLAs) for HR ticket resolution, with 90% of tickets resolved within agreed timeframes.
• Achieve and maintain a Net Promoter Score (NPS) of 70+ for HR service delivery.
• Drive first-call resolution rates to 85%+ through improved knowledge management and team capabilities.
• Monitor team workload and capacity, allocating resources effectively to manage fluctuating values and priorities.
• Implement process standardisation initiatives resulting in 95%+ consistency across service delivery touchpoints.
• Conduct regular team meetings and one-on-one sessions to provide guidance, feedback, and development opportunities.
• Develop and maintain standard operating procedures and knowledge base articles to support consistent service delivery.
• Establish operational dashboards and real-time monitoring to proactively identify and address service delivery issues.
• Analyse HR service delivery metrics and identify trends, providing insights and recommendations to HR leadership.
• Implement workflow improvements that reduce manual effort and increase team efficiency by at least 20%.
• Lead the development and delivery of training for HR team members direct reports on systems, processes, and service standards.
• Build and maintain strong relationships with stakeholders across the business to ensure People Experience meets their needs.
• Conduct regular quality audits of team outputs to ensure accuracy, consistency, and compliance with policies and procedures.
• Identify and implement opportunities to leverage AI and automation in HR service delivery, with a target of automating at least 30% of routine transactions.
• Implement service delivery excellence frameworks that drive consistent, measurable improvements in operational performance.
• Collaborate with HR leadership to develop and implement the People Experience strategy and roadmap with operational excellence as a core pillar.
• Manage team capacity planning, leave scheduling, and cross-training to ensure continuous service coverage.

Skills, Experience, And Education Required

• 7+ years of HR experience with at least 3-4 years in a leadership role, preferably in a People Experience or shared services environment.
• Experience with operational excellence frameworks (Lean, Six Sigma, ITIL) and their application in HR service delivery.
• Proven experience managing a high-volume HR service delivery function and leading a team in a complex, global organisation.
• Proven track record of implementing service delivery standards and quality management systems in HR or shared services environments.
• Strong understanding of HR service delivery models, ticketing systems (preferably Jira), and HRIS platforms.
• Experience with service delivery analytics and performance optimisation in a shared services environment.
• Excellent people leadership skills with the ability to coach, develop, and motivate a diverse team.
• Exceptional customer service orientation with the ability to balance service quality with operational efficiency.
• Strong problem-solving skills and the ability to navigate complex HR scenarios with appropriate judgement and discretion.
• Experience implementing and optimising HR processes and systems to improve efficiency and user experience.
• Proficiency in data analysis and reporting, with the ability to translate data insights into actionable recommendations.
• Experience with continuous improvement methodologies and change management in operational environments.
• Excellent communication and interpersonal skills with the ability to influence stakeholders at all levels.
• Bachelor's degree in Human Resources, Business Administration, or related field; HR certification preferred.
• Process improvement or operational excellence certification (Lean Six Sigma, ITIL) highly desirable.
• Experience working in a fast-paced, high-growth, global technology organisation is highly desirable.
• Demonstrated ability to lead change and drive innovation in HR service delivery with measurable operational improvements.

Success Profile
Competency
Description
Business and industry understanding

Has and applies domain expertise in a work context.

Empowers self and others to grow

Supports the development of others and self with (and being open to) effective feedback, recognition, coaching and training

Partnering

Able to build valued and trusted partnerships internally and externally that are founded in mutual support, recognition and humility, allowing us to work collaboratively towards shared objectives

Customer-first

Brings strong focus on customer, partner and stakeholder needs into all aspects of work

Delivering outcomes

Fosters high levels of accountability and ownership in self and others to drive for outcomes with positive impact

Problem framing and solving

Makes the complex simple to effectively identify, frame and solve problems