People Operations Specialist

What if the work you did every day could impact the lives of people you know Or all of humanity

At Illumina we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person in every role has the opportunity to make a difference. Surrounded by extraordinary people inspiring leaders and world changing projects you will do more and become more than you ever thought possible.

Position Summary

We are looking for an experienced People Operations Specialist to join our growing HR Service Delivery Center in Bengaluru. As a key member of our global HR Operations team you will provide critical Tier 2 HR support helping resolve complex inquiries escalated from our Associate People Operations Specialists. You will play a pivotal role in delivering a high-quality HR service experience to employees and managers across the globe.

In this role you will partner with our Centers of Expertise (CoEs) including Total Rewards Global Mobility HRIS/HR Technology Talent Acquisition and Talent Development to support a wide range of HR topics. As a key contributor of process improvements you will also identify trends and gaps streamline processes and support the evolution of our HR service model as all of our CoEs begin to receive support for our team. Familiarity with tools like Workday HCM and ServiceNow will be key as you manage escalations provide HR solutions and collaborate on new work processes and HR initiatives.

Key Responsibilities

1. HR Service Delivery with Care

• Provide Tier 2 HR support to employees across all regions (Americas Europe and APAC) ensuring high-quality efficient and compassionate service.
• Serve as an escalation point for Associate People Operations Specialists handling Tier 0-1 inquiries resolving more complex queries across global CoEs (e.g. Talent Acquisition Total Rewards Global Mobility Talent Development HRIS People Support & Care etc.).
• Partner with relevant CoEs to resolve intricate HR issues ensuring complete resolutions. Escalate cases to the appropriate CoEs when necessary after review of the Tier 2 knowledge base.
• Collaborate with CoEs to provide insights on case trends identifying opportunities for knowledge base enhancements and reducing future Tier 2 escalations.
• Manage your workload efficiently to meet service level agreements (SLAs) for Tier 2 cases and proactively suggest operational improvements.

2. Employee Lifecycle Management

• Act as a trusted HR partner during the transition of work processes from CoEs to the HR Service Delivery team covering processes such as onboarding benefits administration employee leave and offboarding during large-scale reductions.
• Ensure HR processes are executed accurately aligning with CoE documentation and maintaining high trust and confidence among the CoE teams as work is completed on their behalf.
• Champion a positive Employee Experience by providing top-tier HR service and supporting the delivery of HR services throughout the employee lifecycle.

3. HR Policies & Compliance

• Support CoEs with requests related to employee record requests and file maintenance mandatory compliance screenings government audits and reporting needs.
• Support global People Support & Care teams in researching and developing new HR policies and programs especially in emerging markets or regions with previously unaddressed gaps.

4. Process Improvement & HR Projects

• Collaborate with global CoEs to identify process improvement opportunities and provide feedback on case trends helping streamline service delivery.
• Enhance employee self-service by evaluating the utility of the HR Knowledge Base and addressing gaps with the respective CoEs to enable employees in resolving queries independently.
• Contribute to building documenting and improving HR processes to elevate team capabilities and reduce escalations by shifting resolution to Tier 1 or automation.

5. Knowledge Base Management

• Help advance the internal Knowledge Base architecture driving skill elevation and reducing reliance on Tier 2 support by enabling faster self-service resolutions for employees. Create documentation of team knowledge in support of this goal.

Required Skills and Qualifications

• Education: Bachelors degree in Human Resources a related field or equivalent experience
• Experience: Minimum of 3 years of experience in HR Generalist or HR Operations roles ideally within a HR Shared Services Center that supports global teams across multiple time zones. Solid knowledge of HR best practices especially working in larger multinational organizations across multiple regions.
• Systems Knowledge: Strong experience with Workday HCM and service delivery platforms with case management/ticketing functionalities (ServiceNow preferred). Proficiency in Microsoft Office (Excel Word PowerPoint).
• Communication skills: Excellent written and verbal communication skills in English with a focus on clear and effective communication through the ServiceNow platform. Strong interpersonal skills for collaborating with global teams and CoEs.
• Continuous Improvement: A proven track record of driving process efficiency and improving HR service delivery. Strong process documentation and problem-solving skills.
• Customer Service Orientation: Passion for delivering high-quality support during key HR moments demonstrating a strong focus on solving employee issues with empathy and precision.
• Problem-Solving Skills: Ability to analyze and interpret employee inquiries take appropriate action by researching and problem-solving and/or collaborate directly with CoEs to find solutions.
• Organization & Time Management Skills: Strong organizational skills with the ability to manage competing priorities and adapt to shifting workloads especially during peak HR initiatives.

We are a company deeply rooted in belonging promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation Illumina has always prioritized openness collaboration and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay regardless of gender ethnicity or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences increase cultural awareness and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex race creed color gender religion marital status domestic partner status age national origin or ancestry physical or mental disability medical condition sexual orientation pregnancy military or veteran status citizenship status and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local state and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local state and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process please contact To learn more visit: The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.