People Solutions Advisor Team Lead (India)

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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 1220 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.