HR Operations Team Leader

HR Operations Team Leader​ HR Operations Team Leader​ Job Description Join the team behind iconic brands like Huggies®, Kleenex®, Cottonelle®, Scott®, Kotex®, Poise®, Depend®, and Kimberly-Clark Professional®. At Kimberly-Clark, it’s all here for you - innovation, growth, and the chance to make a real impact. You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes people and teams who care about making a difference. Here, you’ll bring your HR operations leadership, judgment, and customer focus to lead a team delivering critical cross-entity HR services. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU. About You In this professional role, based in Pune, you’ll lead the HR Operations Coordinator team and be accountable for the end-to-end implementation and consistent execution of mapped cross-entity HR processes. You will ensure coordinators understand the process, systems, decision rules, and service expectations required to manage requests accurately and efficiently. You will oversee case dispatch and workload allocation, monitor service levels, manage escalations, coach the team, and maintain strong governance and audit readiness. Strong leadership, sound judgment, confidentiality, analytical thinking, and a customer service mindset are critical to success in this role. Job responsibilities include: Own the implementation and end-to-end execution of mapped cross-entity HR processes in line with agreed design and governance. Ensure every coordinator understands the relevant processes, systems, decision rules, roles, and scope; onboard, upskill, and continuously coach the team. Assign and dispatch incoming cases to coordinators in ServiceNow, balancing workload and priority as team capability and volume evolve. Manage day-to-day operations including capacity planning, queue management, shift and holiday coverage, and backlog control. Monitor case volumes, turnaround times, quality, and service levels; report performance and act on trends before they become issues. Serve as the single escalation point for cross-organization managers, HR Operations, Centers of Excellence, and HR Business Partner teams. Resolve or route complex and non-standard cases, engage process owners when required, and communicate clear outcomes to stakeholders. Conduct quality reviews, provide regular feedback and development plans, recognize strong performance, and address performance gaps promptly. Ensure delegated-authority transactions are properly authorized, accurately documented, compliant, and audit-ready. Safeguard sensitive and confidential employee information and ensure data privacy obligations are met across both companies. Identify recurring process gaps, operational risks, and system limitations, and partner with process owners on redesign and corrective action. Lead change adoption and continuous improvement initiatives that strengthen service delivery and manager and employee experience. To succeed in this role, you will need the following qualifications: Required Qualifications This is a fixed-term contract lasting 18–24 months, with the shift running from 1:00PM to 10:00PM IST. Bachelor’s degree in Human Resources, Business Administration, or a related field. 6–8 years of experience in HR Operations or HR Shared Services, including at least 2–3 years of experience leading or supervising a team. Proven experience implementing or stabilizing an HR process or service model, ideally within transformation, integration, or shared services. Solid end-to-end HR process knowledge across the hire-to-retire lifecycle. Hands-on experience with case management tools such as ServiceNow, including queue management, case assignment, reporting, and SLA monitoring; working knowledge of HRIS platforms such as Workday. Demonstrated ability to manage workload allocation, service levels, escalations, coaching, feedback, and performance for a distributed team. Strong judgment, analytical thinking, problem-solving, customer service, stakeholder management, and communication skills across levels and cultures. Proven discretion with sensitive employee data and sound understanding of data privacy, compliance, governance, and audit requirements. Preferred Qualifications Experience working in a Global Business Services or HR Shared Services environment. Experience supporting global HR operations across different time zones and organizational cultures. Experience partnering with HR Centers of Excellence, HR Business Partners, and non-HR partner functions. Experience using operational data to identify process gaps, risks, service trends, and opportunities for continuous improvement. Experience supporting HR transformation, integration, transition, or People Solutions activities. Led by Purpose. Driven by You. To Be Considered Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role. In the meantime, please check out the careers website . And finally, the fine print…. For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world. We actively seek to build a workforce that reflects the experiences of our consumers. When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law. The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position. Employment is subject to verification of local policies. #LI-Hybrid Primary Location Pune Kharadi Hub Additional Locations Worker Type Employee Worker Sub-Type Fixed Term (Fixed Term) Time Type Full time Experience Level Senior Level