Job Description
Urgent Hiring!
Job Title: Tower Lead - HR Helpdesk & Employee Services
Designation: Delivery Manager - BPO 6
Location: Bengaluru
Shift: US Shift
Experience Required: 11+ years (12-18 years preferred)
Salary: Up to 18 LPA
Open Positions: 1
Job Summary:
We are looking for an experienced Delivery Manager to serve as Tower Lead for end-to-end HR Helpdesk and Employee Services operations for a global account. The role focuses on leading multi-channel HR support and managing operational delivery across the entire Hire-to-Retire employee lifecycle.
Key Responsibilities:
- Manage multi-channel HR support operations including calls, email, portal, chat, and case management systems.
- Oversee employee and manager query resolution across the complete Hire-to-Retire lifecycle.
- Own operational SLAs, KPIs, quality metrics, team productivity, and customer experience targets.
- Direct case intake, prioritization, routing, escalation workflows, and backlog management.
- Build and govern knowledge management systems, standard operating procedures (SOPs), and decision trees.
- Drive service transitions, knowledge transfers, process stabilization, and go-live phases.
- Lead and mentor team managers, team leads, and support associates.
- Oversee client governance and collaborate with HRIS, Payroll, Benefits, Talent, and Mobility teams.
- Drive automation initiatives, self-service adoption, virtual agent integration, and workflow optimization.
- Maintain strict compliance with data privacy regulations, identity verification protocols, and audit standards.
Required Expertise & Skills:
- 11+ years of experience with strong leadership in HR Helpdesk, Global HR Operations, or HRO Shared Services delivery.
- Proven track record in high-volume, multi-channel employee support operations and queue management.
- Hands-on platform experience with ServiceNow HRSD, Workday Help, Salesforce Service Cloud, or similar HRIS/ticketing systems.
- Expertise in transition management, service stabilization, and managing large-scale teams.
- Advanced proficiency in Excel, operational analytics, reporting, and dashboard generation.
Qualifications:
- Bachelor's degree in HR, Business Administration, Commerce, or related discipline (Postgraduate degree preferred).
How to Apply:
Interested candidates can apply by submitting their updated resume through our official portal or direct application channels.
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Success Stories from Candidates Placed in this Field
Soumya Agrahari - Pune
Korn Ferry, Pune
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