Lead - HR Operations
Freshworks•2h ago
Bengaluru, inOnsiteFull-timeSenior Level5+ yrs exp
Top focus
Operations AnalystOperations ManagerOperations Consultant
- Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use
- quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global
- Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.
- 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
- Performance Management. This role serves as the primary escalation point for complex, non-standard
- 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
- external vendors, the role ensures consistent, policy-compliant
- 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
- 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
- Performance Management cases. Resolve non-standard and high-impact employee and manager cases requiring policy interpretation, specialist expertise
- delegated approval authority. Provide subject matter guidance to Tier 1 teams on complex cases, policy interpretation
- operational processes. Ensure escalated cases are resolved within agreed service levels while maintaining high standards of quality, consistency
- 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
- market adjustment requests. Support cross-border compensation scenarios in partnership with Payroll, HRIS, Finance
- 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
- claims-related issues. Partner with payroll, benefit providers, insurers
- internal stakeholders to investigate and resolve benefit discrepancies. Interpret benefits 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
- 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
- regulatory guidelines. Monitor case trends, identify recurring issues
- recommend improvements to processes, documentation
- 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
- release activities impacting Total Rewards and Performance operations. Knowledge Management, Capability Building & Continuous Improvement Develop, maintain
- enhance SOPs, knowledge articles, operational playbooks
- support documentation. Enable Tier 1 teams through knowledge sharing, documentation
- 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
- Performance Operations, including process optimization, automation, reporting enhancements, system improvements
- operational excellence initiatives. Participate in User Acceptance Testing (UAT), change management activities
- implementation of new processes, technologies
- system enhancements. Support operational readiness for annual compensation, benefits
- performance cycles through documentation, communications
- stakeholder enablement.
- Bachelor's degree in Human Resources, Business Administration
- a related discipline. 6+ years of experience in HR Operations, HR Shared Services, Compensation, Benefits, Performance Management
- Total Rewards. Demonstrated experience managing complex HR operational cases and working across multiple stakeholder groups. Experience supporting regional or global HR operations is preferred. Experience with Workday or a comparable HRIS platform is highly desirable. Skills & Competencies Expertise in Compensation, Benefits
- Performance Management operations. Strong understanding of HR Shared Services delivery and tiered support models. Ability to interpret HR policies and apply sound judgment to complex employee scenarios. Experience with Workday or equivalent HRIS platforms and related HR processes. Strong case management and escalation resolution skills. Excellent analytical thinking, problem-solving
- root cause analysis capabilities. Proven stakeholder management and collaboration skills, with the ability to influence and partner effectively across HR, Payroll, Finance, HRIS
- COEs. Continuous improvement mindset with experience driving process optimization, automation
- small-scale operational projects. Strong project coordination, change management
- operational execution skills. Excellent communication skills, attention to detail
- customer-centric approach with a focus on operational excellence.
- At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose
- passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions
- ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities
- business. Fresh vision. Real impact. Come build it with us.