Hr Shared Services (hrss) Team Lead; North America Support
- Quest Global
- 9 - 14 years
- Bengaluru
- 6 months ago
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Job Description
Job Requirements
HR Shared Services (HRSS) Team Lead North America Support
Band: 2B Assistant Manager
Location:
Bangalore, India (Onsite/Hybrid)
Shift: US Overlap (Minimum 67 hours daily coverage required)
Reporting Structure:
- Primary Reporting: India HRSS Manager People & Culture
- Dotted Line Reporting: US People Operations Manager North America
Role Summary:
We are seeking a proactive and structured HRSS Team Lead to anchor the delivery of core HR operations for our North America employee population (~2,000+ employees, primarily US-based). This role is a pivotal leadership position within our India-based Shared Services team, accountable for managing recurring employee lifecycle processes, ensuring compliance support, and driving seamless hand-offs across the USIndia HR delivery model.
The role demands strong coordination, a service mindset, and the ability to lead through structure and governance while fostering a high-performance environment. This individual will act as the bridge between offshore execution and onshore expectationensuring that all work is delivered with accuracy, consistency, and partnership.
Key Responsibilities:
People & Process Leadership
- Manage a team of HRSS specialists supporting US HR Operations including onboarding, background checks, I-9, benefits administration, helpdesk ticket resolution, file feed preparation, documentation, and invoice management.
- Own the planning and coordination of day-to-day workload, including weekly team huddles, work prioritization, and bandwidth planning.
- Act as the offshore lead for escalations, task transition readiness, and process troubleshooting.
Governance & Operational Maturity
- Lead the development, documentation, and periodic refresh of SOPs, RACI matrices, and transition maps for supported processes.
- Implement and maintain a makercheckerreviewer model for processes with payroll or compliance implications.
- Ensure that backup planning and role shadowing are embedded across all recurring responsibilities, with quarterly continuity validation.
Process Execution & Reporting
- Oversee delivery of data- and compliance-driven processes such as onboarding process and record audits, benefits file validations, leave audit logs, carrier input sheets, and other backend employee record updates.
- Take ownership of recurring reports and trackers, such as open enrollment dashboards, benefits invoice trackers, helpdesk volumes, and Unum leave logs.
- Partner with the US team to review trends, flag anomalies, and drive data quality improvements.
Stakeholder Management & Collaboration
- Maintain strong working relationships with the US People Ops Manager, Benefits Specialist, and Payroll team to ensure smooth, real-time collaboration.
- Participate in weekly syncs and monthly retrospectives to improve cross-team workflows.
- Align work style and communication to suit US-based stakeholders and HR compliance expectations.
Continuous Improvement
- Identify opportunities to improve process turnaround, reduce manual effort, and increase service stability.
- Lead pilots or shadow support during transitions of new workstreams from the US to India HRSS.
- Collaborate with systems/automation teams to streamline data handling and audit readiness.
Work Experience
Experience
- 610 years of total experience, including 2+ years in a supervisory/leadership role in HR Shared Services
- Prior experience supporting North America HR operations is mandatory especially in benefits, onboarding, or compliance-related tasks
- Track record of implementing structured process governance (SOPs, backups, RACI, etc.)
Skills
- Advanced MS Excel skills including lookups, pivot tables, conditional formatting, error checking
- Familiarity with HR systems such as ADP Workforcenow, Oracle, etc.
- Comfortable using documentation platforms (e.g., SharePoint, Loop) and ticketing systems (e.g., ServiceNow)
Behavioral Competencies
- Strong people management and team coordination capabilities
- Demonstrated ownership mindset with ability to anticipate blockers and manage escalations
- Excellent interpersonal and written communication skills adaptable across cultures and time zones
- Highly structured, process-driven approach to service delivery and documentation
Work Expectations:
- Willingness to align with US Eastern Time zone (67 hours overlap daily)
- Open to short-term travel to the US (once annually) for process transitions, onboarding, or collaboration subject to business needs and visa clearance
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Human ResourcesRole Category: HR OperationsRole: Head - Shared ServicesEmployement Type: Full timeContact Details:
Company: Quest GlobalLocation(s): Bengaluru
Keyskills: I-9 Medical benefits HR Operations Hr Shared Services BGC North America
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