People Solutions Advisor Team Lead (India)

Location: IND - Bengaluru

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About the role

The People Solutions Advisor Lead provides manager-of-managers leadership for the People Solutions Advisor service.

The role is accountable for collective service outcomes across these clusters. Approximately 2-4 People Solutions Advisor Cluster Leads report directly into the role. Each cluster comprises around 12–20 Advisors.

The focus is on consistent, human-centric employee and manager support, capable leadership and a resilient service.

The role is based in a Global Capability Centre (GCC) in Łódź, Mexico City or Bengaluru. It leads Tier 1 human support and employee lifecycle delivery, connecting the Advisor service with Tier 0 Direct Access, self-service and AI front door, People Experience Partners and specialist teams. Leadership centres on service performance, workforce planning, governance and continuous improvement.

How you will contribute

• Lead leaders and build organisational capability
• Lead, coach and hold Cluster Leads accountable for service outcomes, people leadership and consistent delivery standards.
• Set clear objectives and review performance across clusters.
• Build a culture of inclusion, collaboration and continuous learning.
• Develop leadership capability and succession plans.
• Address capability gaps and share effective practices across clusters.
• Work through Cluster Leads to strengthen Advisor skills, onboarding and training.
• Support build-operate-transfer (BOT) joiners as part of capability building.
• Ensure teams can support sensitive employee situations with empathy, sound judgement and appropriate escalation.
• Maintain clear boundaries so Advisor responsibilities do not extend into specialist HR partnering.
• Plan capacity and protect service continuity
• Develop cross-cluster workforce and capacity plans.
• Use demand forecasts, case complexity, language needs, skills and local requirements to inform planning.
• Agree priorities and capacity allocation with Cluster Leads.
• Balance workload, resilience and service coverage across clusters.
• Identify recruitment, training and resource needs.
• Make evidence-based recommendations through the appropriate approval routes.
• Establish continuity and cross-cover arrangements for absence, demand peaks, system disruption and service transitions.
• Anticipate backlogs and resourcing risks.
• Agree recovery plans and monitor delivery.
• Leave daily queue allocation and routine case oversight with Cluster Leads.
• Intervene where issues require cross-cluster decisions.
• Deliver reliable service and resolve systemic issues
• Own collective Advisor service performance against agreed KPIs, SLAs, quality standards and experience measures.
• Review demand, resolution, backlog, data accuracy and recurring contact trends.
• Provide consolidated reporting on performance, risks and resourcing.
• Ensure corrective actions have clear owners and follow-through.
• Lead resolution of systemic or high-risk delivery escalations beyond the authority or capacity of individual Cluster Leads.
• Coordinate the right operational, People Experience Partner and specialist involvement.
• Protect confidentiality and clear case ownership.
• Use root-cause analysis to prevent recurrence rather than relying on repeated case-by-case intervention.
• Strengthen quality, compliance and process governance
• Oversee consistent lifecycle execution across hiring, onboarding, job changes, leave, severance administration and offboarding.
• Ensure appropriate controls, documentation, data quality and audit readiness.
• Apply global standards with authorised local variation.
• Coordinate timely downstream handoffs with payroll, mobility and benefits teams.
• Coordinate named process and system ownership across clusters.
• Cover lifecycle processes, case and knowledge content, compliance documentation and HR systems data quality.
• Work with global process owners and COEI to clarify accountability and close control gaps.
• Implement approved changes in a consistent way.
• Maintain shared quality reviews and knowledge governance rather than requiring each cluster to develop separate standards.
• Enable digital transformation and better access to support
• Partner with the HR Digital Partner, Direct Access and relevant process and technology teams.
• Improve the Tier 0 front door and its connection to Tier 1 Advisor support.
• Use service insights to prioritise self-service, knowledge and automation improvements.
• Enable employees and managers to complete appropriate activities independently.
• Retain accessible human support where it is needed.
• Lead adoption of approved changes across clusters.
• Ensure readiness, training and benefits measurement are in place.
• Apply responsible human review of AI-assisted content and outputs before they inform advice or knowledge publication.
• Promote accurate, current guidance.
• Ensure safe handling of employee data across Workday, ServiceNow, SAP and associated service channels.
• Build One HR partnerships and stakeholder accountability
• Represent the Advisor service with People Experience Partners, Direct Access, specialist teams and other delivery stakeholders.
• Agree clear handoffs, escalation routes and service expectations.
• Maintain boundaries between transactional support and specialist HR partnering.
• Ensure a consistent employee and manager experience across calls, video, portal and email.
• Communicate service performance, priorities and risks transparently.
• Seek stakeholder input and agree actions where expectations or dependencies are misaligned.
• Build effective working relationships across GCC locations and supported markets.
• Resolve cross-cluster issues within the Advisor service mandate.
• Escalate decisions that sit outside the Advisor service mandate.

Skills and qualifications

• Demonstrated experience leading HR service delivery or comparable people operations through other managers.
• Ability to coach leaders, manage performance and build succession.
• Strong workforce planning and service continuity skills.
• Experience balancing demand, capacity and capability across multiple teams.
• Sound understanding of employee lifecycle operations and multi-channel case management.
• Strong grasp of HR data quality, confidentiality and compliance controls.
• Ability to interpret KPIs and SLAs.
• Ability to diagnose systemic issues and translate evidence into practical service improvements.
• Familiarity with Workday, ServiceNow, SAP or comparable HR and case-management platforms.
• Effective stakeholder management, influencing and change leadership across markets and functions.
• Human-centric approach to sensitive situations.
• Clear judgement about when to involve People Experience Partners or specialist teams.
• Experience enabling self-service, knowledge governance and automation.
• Awareness of responsible AI use and human review requirements.
• Strong written and spoken English.
• Ability to communicate clearly with diverse employee, manager and HR audiences.
• Additional languages relevant to supported markets are advantageous.

Locations

IND - Bengaluru

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time