Human Resource Operations Team Lead

Job Description:

Essential

• Shown people management experience in HR Operations, shared services, or service delivery environments.
• Strong delivery track record against SLAs/KPIs, quality standards, and customer experience outcomes.
• Experience working with Workday or comparable HRIS; confidence in navigating HR data/process interdependencies.
• Ability to engage, influence and build credibility with diverse stakeholders across multiple geographies and cultures.
• Demonstrated capability to lead change, simplify processes, and deliver continuous improvement initiatives.
• Strong problem-solving skills—able to remove barriers and galvanize teams in ambiguity and fast-paced change.
• Strong understanding of operational compliance and data privacy principles (including GDPR awareness).
• Fluency in English (written and spoken).

Desirable

• Advanced knowledge of Workday processes and navigation; experience with ServiceNow case management.
• Exposure to document generation tools and operational controls (e.g., Doc Genie or equivalent).
• Experience leading multi-location or multi-lingual teams.
• Additional language capability (e.g., Spanish, Portuguese, French) is an advantage.
• Prior experience in customer service/contact center environments (helpful for coaching, QA and service culture).

Diageo offers a vibrant, inclusive environment and a broad set of benefits. Examples may include:

• Global collaboration (“work without borders”)
• Access to extraordinary brand portfolio and employee communities/events
• Product allowance/discounts (location-specific)
• Wellbeing initiatives and fitness support (location-specific)

5) Compliance, Risk & Data Privacy (GDPR)

• Act as an active ambassador for Diageo’s HR model and operational standards, holding teams and stakeholders accountable.
• Raise awareness and demand compliance, with special focus on GDPR and internal controls; manage compliance breaches in line with Diageo procedures.
• Ensure accurate employee data maintenance and documentation standards across JML lifecycle activities.

Dimensions

• Market complexity: Multi-market coverage with a primary focus on UKI and NAM.
• Leadership responsibility: Direct leadership of advisors/specialists across levels; collaboration/leadership across multiple locations (including partnership with teams in Budapest as relevant).
• Operational leadership: Key member of the First Point operational management team; drives performance, planning, prioritization, and delivery.

1) Service Delivery Excellence (JML – UKI & NAM)

• Own and deliver end-to-end JML operations (Onboarding, Movers, Offboarding) ensuring a brilliant, consistent customer experience for employees and line managers.
• Ensure service delivery meets or exceeds defined SLAs, KPIs and quality standards, including timeliness, accuracy, case resolution, and documentation quality.
• Act as customer concern point for complex cases, service issues, and complaints—driving swift resolution and root-cause fixes.

2) People Leadership & Capability Building

• Recruit, coach, mentor and develop a high-performing, highly engaged team; build a culture of accountability, continuous learning and customer obsession.
• Ensure the team has the required Workday/process training and knowledge management to provide guide guidance and consistent execution.
• Embed strong performance management: goal setting, coaching, quality calibration, and recognition.

3) Continuous Improvement & Simplification

• Drive the process improvement and simplification agenda across JML processes and enabling technologies (Workday, ServiceNow, document tools).
• Use operational metrics and customer insights to identify problems and deliver measurable improvements.
• Support global standardization while enabling effective local execution; lead change control and adoption within the team.

4) Customer Partnership & Governance

• Partner closely with the global process owner(s) for Onboarding/Offboarding to strengthen process design and ensure operational readiness.
• Work directly with customer groups (HRBPs, managers, employees) and partner teams (Process Governance, Data, Payroll, IS, third parties) to ensure seamless end-to-end experience.
• Give to operational governance—regular reviews, performance reporting, risk management, and customer communications.

6) Analytics, Performance Management & Efficiency

• Leverage analytics to manage performance—volume trends, backlog, quality, rework drivers, and root causes.
• Ensure consistent delivery of agreed SLAs/KPIs and embed a continuous improvement cadence.
• Support productivity and efficiency initiatives aligned with service strategy (including targeted efficiency improvements where applicable).

7) Project / Transition Support

• Provide proactive operational input for business projects such as restructures, annual HR cycles, and cross-functional initiatives.
• Coordinate internal resources and third parties/vendors for operational projects; manage scope, timeline, risks and change impacts.
• Partner with transition/governance teams to support sustainable service delivery transitions through clear governance, learning and experimentation.

Measures of Success -

• Consistent achievement of SLA/KPI targets across JML for UKI & NAM (timeliness, accuracy, resolution).
• Improved customer experience metrics and reduced critical issues/complaints.
• Reduced rework and errors through standard work, QA and training effectiveness.
• Evidence of process simplification and measurable continuous improvement outcomes.
• Strong team engagement, capability growth, and retention of critical skills.
• Strong compliance posture with timely issue identification and closure.

If you require a reasonable adjustment, please ensure that you gain this information when you submit your application.

Worker Type:

Regular

Primary Location:

Bangalore Karle Town SEZ

Additional Locations:

Job Posting Start Date:

2026-05-29