Global Help Desk Lead – HR OperationsCyient • India
Global Help Desk Lead – HR Operations
Cyient • India
3 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 CoEs 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 ServiceNow / 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 ServiceNow / Workday / MyCyient 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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