Job Description

Hiring for: A leading global company specialising in Testing, Inspection and Certification Services

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Location: Mumbai, India (Andheri East)

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Work Pattern: Hybrid (3 days per week in office)

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Team Size: 3-4 direct reports

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About the Role

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We are seeking an experienced People Services Team Lead to lead a small global People Services team while overseeing the organisation's people knowledge and self-service content ecosystem.

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This is a hybrid leadership role combining People Operations, Service Delivery, Knowledge Management, and Continuous Improvement. The successful candidate will ensure the consistent delivery of high-quality Tier 1 People Services support while driving self-service adoption, content governance, and operational excellence.

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The role will be based in Mumbai and support a global organisation. While working primarily within India business hours, flexibility will be required for occasional meetings outside standard working hours.

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Key Responsibilities

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- Lead, coach, and support the global Tier 1 support team to deliver consistent, high‐quality service aligned to SLAs and People Operations standards
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- Assign and delegate daily activities to team members, ensuring they are delivered to high standards of completion, to meet SLAs and business priorities.
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- Monitor service delivery metrics and implement corrective actions where needed.
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- Act as the escalation point for complex or sensitive People queries, ensuring timely, accurate, and customer‐focused resolution.
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- Responsible in identifying areas of knowledge development for the team to allow continuous learning and improvements.
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- Promote a high‐performing team culture focused on accountability, service excellence, collaboration, and continuous improvement.
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- Champion operational excellence and continuous process improvement.
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- Own and maintain the global People knowledge base, developing and governing clear, accurate, and up‐to‐date content that enables effective colleague self‐service and supports policy and process compliance.
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- Establish governance for content creation, review, approvals, localisation, and expiry cycles.
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- Partner with COEs, Payroll, Legal, and in‐country HR to validate and maintain content quality and compliance.
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- Analyse query trends, content usage, gaps, and service data to drive continuous improvement, process optimisation, and standardisation opportunities across People Operations.
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What We're Looking For

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- HR Professional with experience in managing a team in shared service.
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- Ability to manage multi-country operations and vendor relationships.
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- Experience with HR databases and ticketing systems (SAP: Success Factors, ServiceNow or Halo)
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- Excellent communication skills, with ability to turn complex topics into clear, user‐friendly content.
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- Robust stakeholder management and cross‐functional collaboration skills.
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- Excellent organisation and planning skills, motivated by deadlines and KPIs to deliver
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- Knowledge of automation tools and process improvement methodologies
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- Strong knowledge of HR processes, policies, and Tier 1/2 operational models
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- Proven experience managing or contributing to HR knowledge bases, content development, or service portals.
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- Familiarity with chatbot enablement, content tagging, and automation opportunities.
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📌 People Services Team Lead (Mumbai)
🏢 Confidential
📍 Mumbai