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About Us

With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 27,000 talented people come together at Diageo to create the magic behind our much-loved brands.

Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of.

With diversity at our core, we celebrate our people's individual passions, commitments and specialist skills. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential.

About Global HR Operations and First Point

Global HR Operations provides reliable, consistent and high-quality HR services to employees, line managers and HR colleagues across supported markets. First Point is the primary HR service organisation within this model, combining specialist HR knowledge, strong process discipline and enabling technology to deliver an excellent customer experience.

The team supports a broad range of employee lifecycle services, including Joiners, Movers and Leavers (JML), employee and position data management, HR documentation, benefits administration, policy guidance and resolution of HR and HR systems queries. Work is delivered through platforms including Workday, ServiceNow and Doc Genie, with a strong focus on accuracy, compliance, service performance and continuous improvement.

Purpose of the Role The Junior Manager, HR Operations is a senior operational contributor who supports the Team Leader in delivering consistent day-to-day service performance. The role combines hands-on ownership of complex HR transactions and queries with workload oversight, subject-matter expertise, stakeholder engagement, advisor capability building and continuous improvement.

The role acts as an escalation point for complex employee lifecycle, documentation, data and systems matters; helps ensure the team is appropriately prioritised and resourced; and provides practical insights that enable the Team Leader to manage performance, risk and customer experience effectively.

Key Accountabilities

1. Service Delivery and Operational Performance

- Deliver HR services in line with agreed service levels, qualitystandardsand customer experience measures, including speed to resolution, right-first-timeaccuracyand customer satisfaction.

- Monitor team workload, casedistributionand progress against agreed priorities;identifyrisks, backlogs or under-performance and recommendtimelymitigation actions to the Team Leader.

- Maintain clear and complete ServiceNow case notes, supporting documentation and audit trails.

- Support workforce planning bymaintainingvisibility of planned and unplanned absence and helping ensureappropriate coveragefor business-as-usual, cyclical activity and projects.

2. Employee Lifecycle, Documentation and Data

- Execute and oversee complex Joiner, Mover and Leaver transactionsinWorkday, ensuring employee and position dataiscomplete,accurateand processed right first time.

- Create, review, approve and issueaccurateemployee documentation, including contracts,lettersand other lifecycle communications, in line with market requirements and governance standards.

- Coordinate required payroll instructions and downstream actions, ensuring critical dates, approvals and dependencies are understood and completed.

- Act as a Workday super user and provide practical support on employee data,organisationmanagementand position management activities.

3. Complex Query and Escalation Management

- Take ownership of complexprocess,



policy, documentation,dataand systems issues escalated by the Contact Centre, HRteamsor advisors, leading them through investigation to resolution.

- Apply sound judgement, market knowledge and policy interpretation while engaging theappropriate stakeholderswhen specialist or approval input isrequired.

- Capture root causes and learning from escalations and translate them into clearer guidance, strongercontrolsor capability interventions.

4. Market Partnership and Subject-Matter Expertise

- Act as an engagement partner and subject-matter expert for assigned market(s), building effective relationships with HR Business Partners, Talent teams, line managers and other HR Operations teams.

- Maintain market-specificprocessknowledge,guidanceand knowledge articles, ensuring informationremainscurrent,accessibleand operationally usable.

- Gather stakeholder feedback, manageexpectationsandidentifyopportunities to simplify processes and improve the end-to-end customer experience.

- Provide market and process training to advisors and support consistent application of agreed ways of working.

5. Capability Building and Team Support

- Support the induction and onboarding of new team members and helpidentifyindividual and team capability needs.

- Coach advisors and coordinators to strengthenjudgement, confidence, technicalknowledgeand ownership of customer outcomes.

- Role-model collaborative, solution-focused and inclusivebehavioursand contribute to service continuity across the wider First Pointorganisation.

6. Continuous Improvement and Change Delivery

- Diagnose service issues,analyserecurringthemesand lead practical improvement initiatives that reduce handoffs, improveaccuracyand increase operational capacity.

- Bring external good practice and structured problem-solving into the team, encouraging experimentation with improved processes,toolsandbehaviours.

- Support the planning and execution of cyclical and project activity, such as annual reward processes,organisationrestructures, markettransitionsand system or policy changes.

7. Risk, Compliance and Controls

- Ensure HR processes are executed in line with legal, regulatory, policy and internal control requirements, including applicable CARM controls.

- Protect employee and business information andmaintainzero tolerance for data privacy, informationsecurityand Code of Business Conduct breaches.

- Identifyand escalate operational, customer or compliance risks promptly and support sustainable corrective and preventive actions.

Role Dimensions

Financial responsibility

No direct budget or financial accountability.

Market complexity

Supports multiple markets and works across differing policy, legal, payroll and operational requirements.

Stakeholder reach

Regular interaction with employees, line managers, HR Business Partners, Talent teams, Payroll, HR technology teams and global First Point colleagues.

Leadership scope

No formal direct reports are required; provides day-to-day operational leadership, coaching, escalation support and performance insights.

Systems

Workday, ServiceNow, Doc Genie and Microsoft Office applications.

Experience and Qualifications

- Typically4-6 years of experience in HR Operations, HR Shared Services, an HR ContactCentreor a comparable service delivery environment.

- Strong practical experience in employee lifecycle processes, HRdocumentationand/or employee data management.

- Experience handling complex customer queries,escalationsand cross-functional dependencies.





- Hands-on experience with cloud-based HR systems; Workday and ServiceNow experience is strongly preferred.

- Advanced working knowledge of Microsoft Office, particularly Excel and Word.

- Fluent written and spoken English;additionalmarket language capability isadvantageouswhere relevant.

- Graduate degree or equivalent professional experience in Human Resources, Business Administration or a related discipline is preferred.

- Willingness to work flexible or market-aligned shift hours whererequired.

Critical Skills and Enabling Behaviours

Operational leadership

Prioritises effectively, maintains visibility of delivery and supports the Team Leader with clear, fact-based insights.

Customer focus

Takes ownership, communicates proactively and manages expectations while protecting service quality and employee experience.

Judgement and problem-solving

Investigates issues thoroughly, balances risk and customer needs, and reaches practical, sustainable solutions.

Accuracy and control mindset

Demonstrates strong attention to detail and consistently applies governance, audit and data privacy requirements.

Stakeholder management

Builds trusted relationships across diverse teams and markets and can influence without formal authority.

Coaching and collaboration

Develops others through practical feedback, knowledge sharing and inclusive teamwork.

Communication

Explains complex HR processes and policies in clear, simple and skilled language, including under pressure.

Continuous improvement

Identifies simplification opportunities and converts insights into measurable improvements in quality, capacity or customer experience.

Digital confidence

Uses HR technology and data effectively and supports colleagues in adopting self-service and standardised ways of working.

Success Measures

- Consistent achievement of service levels andworkload commitments.

- High right-first-time accuracy for employee data and documentation.

- Timely resolution of complex queries and reduction in repeat escalations.

- Positive customer and stakeholder feedback.

- Improved advisor capability, knowledgecoverageand team resilience.

- Demonstrable process simplification, riskreductionand capacity improvement.

- Full compliance with data privacy, security,policyand control requirements.

Worker Type :

Regular

Primary Location:

Bangalore Karle Town SEZ

Additional Locations :

Job Posting Start Date :

2026-07-29

With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 29,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world.

Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of.

With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential.

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📌 Junior Manager, HR Operations (Bengaluru)
🏢 Diageo
📍 Bengaluru