We are seeking a highly motivated and experienced Lead for our People Operations team. In this role, you will oversee daily queue operations, ensure workload balancing, and drive strict SLA adherence across the team. You will act as the primary Subject Matter Expert (SME) for complex Workday cases and compliance inquiries. The ideal candidate will be adept at conducting Root Cause Analysis (RCA) for operational errors, partnering with HR Technology teams on system testing, and providing mentorship and guidance to L1 and L2 associates.

- Workday Queue & Operational Governance: Oversee the central Workday Case Management queue, balance team workload allocation, and rigorously track daily SLA/KPI metrics to guarantee that target turnaround times are consistently met.
- Subject Matter Expertise (SME): Provide authoritative operational guidance across complex employee lifecycle transactions, US compliance rules (including I-9, FLSA, FMLA, and ADA), and intricate policy interpretations.
- Quality Assurance & Data Audits: Conduct regular quality reviews and comprehensive system audits on processed transactions to enforce strict data integrity within enterprise HRIS platforms (primarily Workday and SAP SuccessFactors).
- Process Optimization & Automation: Proactively identify workflow bottlenecks, spearhead continuous process improvement initiatives,



and collaborate closely with HR Technology teams on system configuration testing and automation.
- SOP & Knowledge Base Governance: Oversee the end-to-end creation, continuous review, and maintenance of Standard Operating Procedures (SOPs), knowledge base articles, and HRSS playbooks to ensure operational consistency.
- Cross-Functional Stakeholder Collaboration: Partner directly with client leaders, HR Business Partners (HRBPs), and external vendors to resolve cross-functional roadblocks, effectively manage operational exceptions, and support comprehensive business reviews.

Recommended Qualifications

- Proven experience in People Operations, HR Shared Services, or a similar HR capacity.
- Deep expertise in Workday (Case Management, Employee Lifecycle transactions); SAP SuccessFactors experience is a plus.
- Demonstrated leadership ability with experience mentoring and guiding L1/L2 associates.
- Excellent analytical skills with proficiency in conducting Root Cause Analysis (RCA).
- Robust communication, stakeholder management, and cross-functional collaboration skills.

If you're interested, please share your resume to [email protected]

Disclaimer - Sutherland never requests payment or favors in exchange for job opportunities. Please report any suspicious activity immediately to [email protected]

📌 Lead - People Operations (Chennai)
🏢 Sutherland
📍 Chennai