HR People Services Lead

A leading global company specialising in Testing, Inspection and Certification Services Hybrid (3 days per week in office) We are seeking an experienced People Services Team Lead to lead a small global People Services team while overseeing the organisation's people knowledge and self-service content ecosystem. This is a hybrid leadership role combining People Operations, Service Delivery, Knowledge Management, and Continuous Improvement . The successful candidate will ensure the consistent delivery of high-quality Tier 1 People Services support while driving self-service adoption, content governance, and operational excellence. The role will be based in Mumbai and support a global organisation. Lead, coach, and support the global Tier 1 support team to deliver consistent, highquality service aligned to SLAs and People Operations standards Monitor service delivery metrics and implement corrective actions where needed. Promote a highperforming team culture focused on accountability, service excellence, collaboration, and continuous improvement. Own and maintain the global People knowledge base, developing and governing clear, accurate, and uptodate content that enables effective colleague selfservice and supports policy and process compliance. Establish governance for content creation, review, approvals, localisation, and expiry cycles. Partner with COEs, Payroll, Legal, and incountry HR to validate and maintain content quality and compliance. Analyse query trends, content usage, gaps, and service data to drive continuous improvement, process optimisation, and standardisation opportunities across People Operations. HR Professional with experience in managing a team in shared service. Ability to manage multi-country operations and vendor relationships. Experience with HR databases and ticketing systems (SAP: Success Factors, ServiceNow or Halo) Excellent communication skills, with ability to turn complex topics into clear, userfriendly content. Strong stakeholder management and crossfunctional collaboration skills. Excellent organisation and planning skills, motivated by deadlines and KPIs to deliver Strong knowledge of HR processes, policies, and Tier 1/2 operational models Proven experience managing or contributing to HR knowledge bases, content development, or service portals. Familiarity with chatbot enablement, content tagging, and automation opportunities. .