HR Operations Team Leader

BT Group; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

BT Group in India is seeking a Senior HR Ops Team Leader to supervise a UK-focused payroll, HRIS and case-management team. You will drive service levels, quality and productivity across live chat and case handling, while mentoring ~12 advisors.

The role requires 5 days in office, UK shift coverage, strong coaching, stakeholder management and a track record in HR shared services. An MBA/HR qualification is preferred and you will partner with HR SMEs and COEs to deliver excellence.

Qualifications

• Experience leading HR Shared Services or similar teams.
• Expertise in case management and live chat operations.
• Strong coaching and performance management skills.
• Excellent communication and stakeholder management.

Responsibilities

• Lead, coach and develop a team of HR Advisors supporting UK colleagues over chat & cases.
• Manage attendance, leave, workforce planning and business continuity arrangements.
• Monitor service levels, quality and productivity; drive improvements in first contact resolution.

Skills

Team Leadership

People Management

HR Shared Services

Chat Operations

ServiceNow

Education

MBA in HR

Graduate in HR/Business

Tools

HRIS

ServiceNow

HR Analytics

Job description

Team Leader ASK HR Job Req ID: Posting Date: Function: Location: Salary:

About the role

The HR Ops. Team Lead will supervise a team responsible for delivering people processes and practices, including payroll programmes, HRIS management, employment-related data analysis, employee relations, employment practices and procedures, and recruitment support. This role requires 5 days of work from the office (WFO) and working in UK shifts.

What you’ll be doing

Team Leadership & People Management

• Lead, coach and develop a team of approximately 12 HR Advisors supporting UK colleagues over chat & cases.
• Conduct regular performance reviews, coaching sessions and development discussions.
• Foster a culture of accountability, collaboration and continuous improvement.
• Manage attendance, leave, workforce planning and business continuity arrangements.
• Support colleague engagement, wellbeing and retention within the team.

UK ASK HR Case & Chat Operations

• Manage the day-to-day delivery of ASK HR Case Management and Live Chat services for UK colleagues.
• Ensure achievement of service levels, quality standards and operational targets.
• Monitor case queues, backlogs, ageing and workload distribution.
• Drive improvements in productivity, first-contact resolution and colleague experience.
• Act as an escalation point for complex, sensitive and high-risk employee cases.
• Maintain operational readiness for policy, process and system changes.

Service Delivery & Operational Excellence

• Monitor and report on key service metrics including SLA, quality, productivity and customer satisfaction.
• Identify service risks and implement mitigation plans.
• Drive continuous improvement initiatives to enhance operational performance.
• Work closely with HR SMEs, COEs and Service Delivery teams to resolve process issues and improve service outcomes.
• Support operational governance and business reviews.

ServiceNow Case Management

• Ensure effective utilisation of ServiceNow for case management activities.
• Support testing, process improvements and implementation of service enhancements.
• Monitor system-related issues impacting service delivery and drive resolution.
• Champion best practice usage across the team.

Essential Skills / Experience

• Previous Team Leader or People Manager experience.
• Managing teams within HR Shared Services, Employee Services, Contact Centres or Service Delivery environments.
• Strong experience managing case management and live chat operations.
• Proven ability to lead teams in a fast-paced, high-volume environment.
• Strong coaching, performance management and people leadership skills.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving capability.
• Managing SLAs, KPIs, quality and customer satisfaction measures.
• Ability to manage escalations, competing priorities and operational risks.
• Using ServiceNow or similar workflow/case management systems.

Desirable Skills / Experience Preferred

• Any Graduation Post Graduation / MBA / Diploma in HR preferred.
• Experience supporting UK HR Services / customer service.
• Experience within HR Operations or Employee Services.
• Lean, Continuous Improvement or Six Sigma exposure.
• Workforce Management or Resource Planning experience.

Role Expectations

• UK shift working hours.
• 5 days per week office-based.
• Responsible for leading a team of approximately 10+ advisors.
• High-pressure, high-volume operational environment.
• Strong focus on service delivery, colleague experience, quality and operational performance.
• Regular engagement with senior stakeholders and cross-functional teams.
• MBA in HR or any qualification in HR BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands - including BT, EE, Openreach and Plusnet.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next - simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

Experience Level Senior Level