Role & responsibilities

Job Role: HRO Helpdesk Lead

Experience: 12 to 15 Years

Role Overview

- The HR Helpdesk Lead will be responsible for managing and overseeing HR Helpdesk operations, ensuring effective resolution of HR-related queries from client employees, line managers, vendors, and other third parties.
- The role will provide operational leadership to the HR Helpdesk team, manage escalations, monitor service levels and quality, and ensure adherence to defined processes, policies, and knowledge management standards.
- The Lead will work closely with client stakeholders and internal teams to drive service excellence, process improvement, first-time resolution, and continuous improvement across HR Helpdesk operations.
- This role requires mandatory periodic rotational shifts on a 24/7 basis.
- 5 days Work from Office is mandatory for this role.

Preferred candidate profile

Knowledge & Experience

- 12 to 15 years of overall experience, with significant experience in HR Helpdesk / HR Shared Services / HR Operations / HR Service Delivery.
- Experience managing or leading international HR Helpdesk operations is mandatory/preferred depending on the client requirement.
- International voice process experience Mandatory.
- No domestic voice process experience.
- US voice process experience Preferred.
- Solid experience in handling HR-related employee queries and escalations.
- Experience managing teams and delivering against SLA, KPI and quality metrics.




- Valuable understanding of HR processes including Employee Data Management, Payroll, Benefits, T&A;, HR Policies and Learning & Development.
- Experience with HR case management tools such as ServiceNow, Remedy or similar platforms preferred.
- Understanding of Service Level Agreements (SLAs) and operational governance.
- Understanding of telephony tools such as Avaya or similar platforms.
- Experience in client/stakeholder management and presenting operational metrics.
- Leadership & Behavioral Competencies
- Strong people management and leadership skills.
- Excellent written and verbal communication skills.
- Strong customer-service orientation and stakeholder management skills.
- Excellent escalation management and decision-making skills.
- Strong analytical, troubleshooting and problem-solving abilities.
- Ability to manage multiple priorities in a 24/7 operational environment.
- Strong attention to detail and focus on accuracy.
- Ability to identify process gaps and drive continuous improvement.
- Coaching and mentoring capability.
- Strong ownership and accountability for service delivery.
- Ability to work effectively with global and cross-functional teams.

Interested candidates can share your resume along with the following details to [email protected]

Candidate Name:

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Current Location:

📌 HRO Helpdesk Lead (Mumbai)
🏢 Navayuga Consultancy
📍 Mumbai