Human Resource Operations Team Lead

Diageo; Bengaluru; On-site; INR 1,200,000 - 1,700,000; Full time

Benefits offered by this job

Global collaboration

Brand discounts

Wellbeing support

Employee communities

Job summary

Diageo is seeking an Human Resource Operations Team Lead in Bangalore to drive end-to-end JML activities for UKI & NAM, delivering excellent service, accuracy, and compliance.

Lead a high-performing First Point team, partner with HRBPs and IS, and champion continuous improvement while ensuring GDPR adherence and data integrity across Workday and related tools. This role requires strong people leadership and global collaboration.

Qualifications

• Shown people management experience in HR Operations or shared services.
• Strong delivery track record against SLAs/KPIs and customer outcomes.
• Experience with Workday or comparable HRIS; navigate HR data/process interdependencies.
• Ability to engage with diverse stakeholders across geographies and cultures.
• Demonstrated capability to lead change and continuous improvement.
• Strong understanding of data privacy (GDPR).
• Fluency in English (written and spoken).

Responsibilities

• Own and deliver end-to-end JML operations for UKI & NAM ensuring a brilliant customer experience.
• Recruit, coach, and develop a high-performing team with a culture of accountability.
• Drive process improvement and simplification across JML processes and enabling technologies.
• Partner with global process owners and stakeholders for governance and operational readiness.
• Ensure compliance, data privacy, and accurate employee data maintenance.
• Leverage analytics to manage performance and drive efficiency.
• Provide operational input for projects and transitions with clear governance.

Skills

People management

SLA/KPIs

Workday

ServiceNow

GDPR

English fluency

Tools

Workday

ServiceNow

Doc Genie

Job description

Job Title: Human Resource Operations Team Lead

About the Function: Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are essential to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila. Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you’ll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.

About the role: Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and build innovative experiences that bring people together to celebrate life.

About the Function (GHRO)

Global HR Operations (GHRO) is part of Diageo Business Services, providing HR support to ~23,000 employees in 70+ countries. Services include (among others) Resourcing, Onboarding, Offboarding, Compensation & Reward administration and Payroll. GHRO is foundational to delivering Diageo’s HR strategy and enabling an excellent employee & manager experience through consistent, trusted people processes. Onboarding, Movers and Offboarding (JML) comprise the end-to-end activities associated with hire, move, and exit processes—designed to provide a brilliant employee experience and simple, reliable services for line managers.

Role Summary The Senior Team Lead: HR Operations (First Point) – JML is accountable for the end-to-end delivery of Joiner, Mover and Leaver (JML) operations for the UKI and NAM markets, ensuring consistent execution, high quality customer experience, and rigorous compliance. This role leads and develops a high-performing First Point team and works across a complex customer network (HRBPs, line managers, employees, Diageo IS, process owners, and third-party providers). The role uses insights, analytics and continuous improvement methods to deliver agreed outcomes—SLA/KPI adherence, compliance, service perfection and operational efficiency. As a member of the First Point Operational Management/Leadership team, you will give to shaping and strengthening the global service delivery landscape.

Context / Scope

First Point teams support employee lifecycle events including employee document generation and employee data maintenance in Workday, using enabling technologies such as ServiceNow (case management) and Doc Genie (where applicable). The work demands strong judgement, deep process understanding, and customer‑centric execution.

Key Responsibilities / Accountabilities- 1)

1) Service Delivery Excellence (JML – UKI & NAM) Own and deliver end-to-end JML operations (Onboarding, Movers, Offboarding) ensuring a brilliant, consistent customer experience for employees and line managers. Ensure service delivery meets or exceeds defined SLAs, KPIs and quality standards, including timeliness, accuracy, case resolution, and documentation quality. Act as customer concern point for complex cases, service issues, and complaints—driving swift resolution and root‑cause fixes.

2) People Leadership & Capability Building Recruit, coach, mentor and develop a high-performing, highly engaged team; build a culture of accountability, continuous learning and customer obsession. Ensure the team has the required Workday/process training and knowledge management to provide guide guidance and consistent execution. Embed strong performance management: goal setting, coaching, quality calibration, and recognition.

3) Continuous Improvement & Simplification Drive the process improvement and simplification agenda across JML processes and enabling technologies (Workday, ServiceNow, document tools). Use operational metrics and customer insights to identify problems and deliver measurable improvements. Support global standardization while enabling effective local execution; lead change control and adoption within the team.

4) Customer Partnership & Governance Partner closely with the global process owner(s) for Onboarding/Offboarding to strengthen process design and ensure operational readiness. Work directly with customer groups (HRBPs, managers, employees) and partner teams (Process Governance, Data, Payroll, IS, third parties) to ensure seamless end‑to‑end experience. Give to operational governance—regular reviews, performance reporting, risk management, and customer communications.

5) Compliance, Risk & Data Privacy (GDPR) Act as an active ambassador for Diageo’s HR model and operational standards, holding teams and stakeholders accountable. Raise awareness and demand compliance, with special focus on GDPR and internal controls; manage compliance breaches in line with Diageo procedures. Ensure accurate employee data maintenance and documentation standards across JML lifecycle activities.

6) Analytics, Performance Management & Efficiency Leverage analytics to manage performance—volume trends, backlog, quality, rework drivers, and root causes. Ensure consistent delivery of agreed SLAs/KPIs and embed a continuous improvement cadence. Support productivity and efficiency initiatives aligned with service strategy (including targeted efficiency improvements where applicable).

7) Project / Transition Support Provide proactive operational input for business projects such as restructures, annual HR cycles, and cross‑functional initiatives. Coordinate internal resources and third parties/vendors for operational projects; manage scope, timeline, risks and change impacts. Partner with transition/governance teams to support sustainable service delivery transitions through clear governance, learning and experimentation.

What You Will Bring (Skills & Experience)

Essential

Shown people management experience in HR Operations, shared services, or service delivery environments. Strong delivery track record against SLAs/KPIs, quality standards, and customer experience outcomes. Experience working with Workday or comparable HRIS; confidence in navigating HR data/process interdependencies. Ability to engage, influence and build credibility with diverse stakeholders across multiple geographies and cultures. Demonstrated capability to lead change, simplify processes, and deliver continuous improvement initiatives. Strong problem‑solving skills—able to remove barriers and galvanize teams in ambiguity and fast‑paced change. Strong understanding of operational compliance and data privacy principles (including GDPR awareness). Fluency in English (written and spoken).

Desirable

Advanced knowledge of Workday processes and navigation; experience with ServiceNow case management. Exposure to document generation tools and operational controls (e.g., Doc Genie or equivalent). Experience leading multi‑location or multi‑lingual teams. Additional language capability (e.g., Spanish, Portuguese, French) is an advantage. Prior experience in customer service/contact center environments (helpful for coaching, QA and service culture).

Measures of Success

Consistent achievement of SLA/KPI targets across JML for UKI & NAM (timeliness, accuracy, resolution). Improved customer experience metrics and reduced critical issues/complaints. Reduced rework and errors through standard work, QA and training effectiveness. Evidence of process simplification and measurable continuous improvement outcomes. Strong team engagement, capability growth, and retention of critical skills. Strong compliance posture with timely issue identification and closure.

Benefits & Culture

• Global collaboration (“work without borders”)
• Access to extraordinary brand portfolio and employee communities/events
• Product allowance/discounts (location‑specific)
• Wellbeing initiatives and fitness support (location‑specific)

**Benefits may vary by location and Diageo policy.

Diversity & Inclusion

At Diageo, we celebrate diversity as a core enabler of our success. We are committed to creating an inclusive environment where everyone can thrive, regardless of background, identity, or experience.

Flexible Working Statement

Flexibility is key to our success. From part‑time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you’re supported from day one.

Diversity statement

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We adopt diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, attitudes, and more. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Experience / skills required

Worker Type :Regular

Primary Location:Bangalore Karle Town SEZ

With more than 200 brands sold in over 180 countries, we are home to a diverse portfolio of drinks enjoyed around the world. Every day, our talented colleagues bring creativity, expertise and passion to the brands people know and love. From established favourites to exciting new launches, the brands we build are shaped by culture, connected to local communities and made for life’s moments. By understanding our consumers and building strong, trusted relationships with our customers, we help our brands remain relevant, distinctive, and accessible. Our founders, including Arthur Guinness, John Walker and Charles Tanqueray, were visionary entrepreneurs whose ambition and ingenuity helped shape the drinks industry. Today, that pioneering spirit lives on through our people. Join us and you’ll work alongside talented colleagues from around the world, bringing together different perspectives, experiences and specialist skills. Together, you’ll challenge convention, explore new possibilities and help shape a more inclusive and sustainable future. You’ll be empowered to learn, grow, thrive, and make a lasting impact.

DRINKiQ What's your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ