Job Description

The Lead, HR Shared Services – Total Rewards & Performance is the Tier 2 subject matter expert within the HR Shared Services organization, providing specialist operational support across Compensation, Benefits, and Performance Management.

This role serves as the primary escalation point for complex, non-standard, and high-impact employee cases that cannot be resolved through Tier 0 self-service or Tier 1 operations. Working closely with the Total Rewards and Performance COEs, HR Business Partners, Payroll, HRIS, Finance, and external vendors, the role ensures consistent, policy-compliant, and high-quality service delivery.

Beyond specialist case resolution, the role drives operational excellence by improving processes, strengthening the knowledge base, enabling Tier 1 teams, supporting system enhancements, and delivering small-scale projects and continuous improvement initiatives that enhance the employee experience.

Specialist Support & Escalation Management

- Serve as the Tier 2 subject matter expert and primary escalation point for complex Compensation, Benefits, and Performance Management cases.

- Resolve non-standard and high-impact employee and manager cases requiring policy interpretation, specialist expertise, or delegated approval authority.

- Provide subject matter guidance to Tier 1 teams on complex cases, policy interpretation, and operational processes.

- Ensure escalated cases are resolved within agreed service levels while maintaining high standards of quality, consistency, and customer experience.

- Conduct root cause analysis on recurring issues and recommend sustainable corrective actions.

Compensation Operations

- Manage complex compensation-related cases,



including off-cycle salary adjustments, compensation corrections, incentive and bonus calculations, pay equity inquiries, and market adjustment requests.

- Support cross-border compensation scenarios in partnership with Payroll, HRIS, Finance, and Global Mobility teams.

- Validate compensation calculations and investigate payroll impacts arising from compensation changes.

- Support annual compensation review processes by managing operational exceptions and escalations.

Benefits Operations

- Resolve complex benefits eligibility, enrollment, life event, and claims-related issues.

- Partner with payroll, benefit providers, insurers, and internal stakeholders to investigate and resolve benefit discrepancies.

- Interpret advantages policies and provide guidance on unique employee scenarios.

- Support operational readiness for annual benefits enrollment and renewal activities.

Performance Management Operations

- Manage escalated cases relating to performance management, including calibration disputes, rating corrections, process exceptions, and system-related issues.

- Support annual and mid-year performance review cycles by resolving operational escalations and ensuring adherence to established processes.





- Partner with HR Business Partners and business leaders to resolve complex operational issues while ensuring consistent application of performance policies and processes.

Governance & Operational Excellence

- Ensure all Tier 2 activities comply with company policies, governance standards, audit requirements, and regulatory guidelines.

- Monitor case trends, identify recurring issues, and recommend improvements to processes, documentation, and service delivery.

- Develop operational insights and reports to improve service quality and reduce repeat escalations.

- Partner with HRIS teams to support system enhancements, configuration changes, testing, and release activities impacting Total Rewards and Performance operations.

Knowledge Management, Capability Building & Continuous Improvement

- Develop, maintain, and enhance SOPs, knowledge articles, operational playbooks, and support documentation.

- Enable Tier 1 teams through knowledge sharing, documentation, and guidance to improve first-contact resolution and service consistency.

- Partner with AI and Knowledge Management teams to improve self-service content and expand Tier 0 resolution capabilities.

- Own or contribute to small-scale projects and continuous improvement initiatives across Total Rewards, Benefits, and Performance Operations, including process optimization, automation, reporting enhancements, system improvements, and operational excellence initiatives.

- Participate in User Acceptance Testing (UAT), change management activities, and implementation of new processes, technologies, and system enhancements.

- Support operational readiness for annual compensation, benefits, and performance cycles through documentation, communications, and stakeholder enablement.

📌 Lead - HR Operations (Bengaluru)
🏢 FreshWorks
📍 Bengaluru