Global help desk lead – hr operationsCyient • Hyderabad, Andhra Pradesh, India
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Global help desk lead – hr operations
Cyient • Hyderabad, Andhra Pradesh, India
2 days ago
Job descriptionIdentify recurring support patterns and drive self-service, automation, and AI / chatbot enablement. Continuously optimize workflows, escalation matrices, and knowledge bases. Partner with IT & HR Co Es to enhance HR Tech stack usability. Interface with global HRBPs, HR Operations, Payroll, COEs, and Business Unit leaders for high-impact issue resolution. Prepare and present weekly / monthly dashboards on volumes, trends, SLA compliance, and improvement roadmap. Ensure strong controls, audit readiness, and compliance with data privacy / GDPR / SOX requirements. Build culture of empathy, accuracy, and high-touch care while moving towards digital-first service experience. Execute strategic initiatives that uplift employee NPS, query deflection rates, and service maturity levels globally. 8–10 years of experience in HR Shared Services / Global HR Help Desk / HR Service Delivery. Strong expertise in Service Now / Workday / ticketing tools. Experience on chatbot or automation platforms is an added advantage. Demonstrated track record in SLA governance, analytics, and continuous improvement. Excellent communication, stakeholder management, and escalation handling skills.
Role Overview
We are seeking an experienced Global Help Desk Lead to spearhead our HR Help Desk operations supporting 16,000+ employees across US, Europe, and APAC regions. This role will lead a team of 5 people to ensure seamless employee query resolution, drive process excellence, strengthen employee experience, and improve HR service delivery through automation, analytics, and continuous innovation.
Key Responsibilities
Team & Service Delivery Leadership
- Lead, coach, and manage a high-performing global HR Help Desk team operating in 24×7 model.
- Own end-to-end HR ticketing and service delivery via platforms such as Service Now / Workday / My Cyient or equivalent.
- Monitor and govern SLAs, TAT, first-time resolution metrics, and employee satisfaction scores.
Process Excellence & Automation
Governance & Stakeholder Management
Employee Experience & Transformation
Required Skills & Experience
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