Process Leader - HR Operations

Capita; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Capita in Mumbai, India is seeking a Process Leader - HR Operations to guide a team in delivering quality HR services, including Workday processes, under strict service level agreements. The role focuses on building capability, maintaining policy compliance, and continuously improving customer support.

You will analyze processes, provide weekly and monthly feedback, escalate when needed, and ensure solutions are cascaded effectively to associates and managers across client contracts.

Qualifications

• Experience leading HR operations teams to deliver services.
• Strong understanding of SLAs, policy conditions and compliance.
• Ability to analyze processes and provide actionable feedback.
• Proven track record in customer-focused service delivery.

Responsibilities

• Support the team and act as an effective line manager.
• Manage operational teams to ensure delivery of quality services (e.g., Workday).
• Build team capability to deliver high quality customer support.
• Ensure guidance aligns with Service Level Agreements.
• Contribute to achieving excellent customer service per rules and procedures.
• Share knowledge to support development of others.
• Analyze quality of critical processes and give weekly/monthly feedback.
• Escalate queries to the team manager and cascade solutions.
• Think through issues systematically and identify underlying factors.

Skills

People management

Process improvement

HR operations

Workday

Customer service

Tools

Workday HRIS

Job description

To create better outcomes and bring experience to a team of administrators, providing support through a positive training and coaching environment. Ensure case work is completed in line with service level agreements and scheme rules and provide a continually improving level of customer service.

Job title: Process Leader - HR Operations

Supporting the team, and being a great line manager.

Managing operational teams to ensure delivery of quality services, for example, Workday.

Building the capability of the team to deliver high quality customer support.

Ensuring guidance provided by the team is in line with Service Level Agreements.

Work towards overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements.

Share knowledge and expertise to support development of others.

Support a team in operational service delivery in accordance with client contracts, legislation, policy conditions, business rules and procedures, and within the legislative / regulatory framework.

Analyse and measure the quality of critical processes and provide one to one feedback to direct reports on a weekly & monthly basis to improve quality.

Escalate queries to the team manager when required, discuss solution, and cascade the solution to all associates.

Thinks through issues by separating out the parts of the problem or situation and thinking things through systematically.

Identifies and analyzes trends, patterns or connections between issues; recognizes key or underlying factors in organizational situations and uses this insight for guiding strategy and activities.

Makes suggestions for improvement for products and services and supports the introduction of efficiencies to maximize results for clients.

Location: Mumbai, India

Time Type: Full time

Contract Type: Permanent

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, we support primarily UK and European clients with people-based services underpinned by market-leading technology.