Job Title: Lead Expert GES H2R

Location: Hyderabad, India

The Lead Expert GES H2R plays a critical role in strengthening global HR service delivery by driving capability building, process excellence, and continuous improvement. This role acts as a trusted advisor to operations and regional HR stakeholders, ensuring teams are fully trained, compliant, and consistently delivering against SLAs and quality standards. The position blends people leadership, process governance, and HR transformation, making it ideal for someone passionate about operational excellence and knowledge enablement in a global HR environment.

Your key responsibilities

- Design and implement training plans for recent joiners, transitions, and existing team members, including knowledge assessments and certifications.
- Own and maintain endtoend process documentation such as process maps, SOPs, and work instructions, ensuring they are current, reviewed, and approved.
- Build and manage skill matrices, monitor individual skill levels, identify gaps, and execute targeted development or refresher plans.
- Facilitate continuous improvement sessions, drive process optimizations,



and implement corrective action plans based on KPI analysis.
- Analyze team performance metrics such as CSAT, ticket aging, and SLA misses; maintain dashboards and partner with managers to sustain performance.
- Act as a focal point for regional HR stakeholders, coach and motivate team members, and cultivate a strong knowledgesharing culture across GES H2R.

You bring
- Graduate or postgraduate degree, preferably in Human Resources or a related discipline.
- Proven experience in HR operations, global shared services, or HR process excellence environments.
- Demonstrated ability to create training frameworks, manage content, and enable large teams through structured learning.
- Handson experience with continuous improvement, KPI analysis, rootcause analysis, and action planning.
- Ability to work across cultures and time zones, engage line managers, and coach teams towards highquality delivery.
- Good working knowledge of HR systems; SAP SuccessFactors experience preferred.

📌 Lead Expert GESR (Telangana)
🏢 DSM Firmenich
📍 Telangana