Job Requirements

HR Shared Services (HRSS) Team Lead – North America Support
Band: 2B – Assistant Manager

Location:

Bangalore, India (Onsite/Hybrid)
Shift: US Overlap (Minimum 6–7 hours daily coverage required)

Reporting Structure:

Primary Reporting: India HRSS Manager – People & CultureDotted Line Reporting: US People Operations Manager – North America

Role Summary:

We are seeking a proactive and structured HRSS Team Lead to anchor the delivery of core HR operations for our North America employee population (2,000+ employees, primarily US-based). This role is a pivotal leadership position within our India-based Shared Services team, accountable for managing recurring employee lifecycle processes, ensuring compliance support, and driving seamless hand-offs across the US–India HR delivery model.

The role demands strong coordination, a service mindset, and the ability to lead through structure and governance while fostering a high-performance environment. This individual will act as the bridge between offshore execution and onshore expectation—ensuring that all work is delivered with accuracy, consistency, and partnership.

Key Responsibilities:

People & Process Leadership

Manage a team of HRSS specialists supporting US HR Operations including onboarding, background checks, I-9, benefits administration, helpdesk ticket resolution, file feed preparation, documentation, and invoice management.Own the planning and coordination of day-to-day workload, including weekly team huddles, work prioritization, and bandwidth planning.Act as the offshore lead for escalations, task transition readiness, and process troubleshooting.

Governance & Operational Maturity

Lead the development, documentation, and periodic refresh of SOPs, RACI matrices, and transition maps for supported processes.Implement and maintain a maker–checker–reviewer model for processes with payroll or compliance implications.Ensure that backup planning and role shadowing are embedded across all recurring responsibilities, with quarterly continuity validation.

Process Execution & Reporting

Oversee delivery of data- and compliance-driven processes such as onboarding process and record audits, benefits file validations, leave audit logs, carrier input sheets, and other backend employee record updates.Take ownership of recurring reports and trackers, such as open enrollment dashboards, benefits invoice trackers, helpdesk volumes, and Unum leave logs.Partner with the US team to review trends, flag anomalies, and drive data quality improvements.

Stakeholder Management & Collaboration

Maintain strong working relationships with the US People Ops Manager, Benefits Specialist, and Payroll team to ensure smooth, real-time collaboration.Participate in weekly syncs and monthly retrospectives to improve cross-team workflows.Align work style and communication to suit US-based stakeholders and HR compliance expectations.

Continuous Improvement

Identify opportunities to improve process turnaround, reduce manual effort, and increase service stability.Lead pilots or shadow support during transitions of new workstreams from the US to India HRSS.Collaborate with systems/automation teams to streamline data handling and audit readiness.

 

Work Experience

Experience

6–10 years of total experience, including 2+ years in a supervisory/leadership role in HR Shared ServicesPrior experience supporting North America HR operations is mandatory — especially in benefits, onboarding, or compliance-related tasksTrack record of implementing structured process governance (SOPs, backups, RACI, etc.)

Skills

Advanced MS Excel skills – including lookups, pivot tables, conditional formatting, error checkingFamiliarity with HR systems such as ADP Workforcenow, Oracle, etc.Comfortable using documentation platforms (e.g., SharePoint, Loop) and ticketing systems (e.g., ServiceNow)

Behavioral Competencies

Strong people management and team coordination capabilitiesDemonstrated ownership mindset with ability to anticipate blockers and manage escalationsExcellent interpersonal and written communication skills — adaptable across cultures and time zonesHighly structured, process-driven approach to service delivery and documentation

Work Expectations:

Willingness to align with US Eastern Time zone (6–7 hours overlap daily)Open to short-term travel to the US (once annually) for process transitions, onboarding, or collaboration — subject to business needs and visa clearance