POD Lead TM Level

Designation: Team Manager (TM)

Business Vertical: IOA

Typical Background: 7–10 years in HR Service Delivery / HR PMO / Knowledge Management leading content or QA teams; strong governance & stakeholder management

Role Purpose:
Own delivery outcomes (quality safety TAT) enforce policytrue standards and run governance with client POCs (Product & VMO). Lead calibration reporting and continuous improvement.

Core Responsibilities:

• Set quality goals (Correctness Helpfulness Safety) and run the calibration & sampling plan across Rating & Writing.
• Approve policysensitive content; make final calls on escalations with HR SMEs.
• Publish weekly WBR dashboards (Quality Safety TAT productivity) and lead RCAs on misses with clear CAPA.
• Manage capacity & load balancing across pods; maintain trained buffer per contract expectations.
• Govern change control (rubrics templates gold sets) risk logs and dependencies with client teams.
• Lead cross-pod alignment on rubric interpretation and edge-case handling; ensure consistency in judgment.
• Anchor policy fidelity in content workflows; ensure AI-generated outputs reflect HR SOPs and compliance standards.
• Drive reviewer upskilling and readiness; build a bench of policy-literate QA talent.
• Partner with client Product and VMO teams to phase in policy changes and close feedback loops with model trainers.
• Maintain audit readiness through traceable decision logs escalation records and version-controlled QA assets.

Must-Have Experience:

• Leadership in HR service operations with measurable quality outcomes.
• Strong command of policy interpretation content governance and risk/safety controls in HR contexts.
• Executiveready communication; able to align Product and VMO stakeholders.
• Experience driving structured QA programs RCA/CAPA cycles and stakeholder governance in high-volume environments.

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree Human Resources or equivalent combination of education training and or relevant work experience.
• 10-15 years in HR domain with experience reviewing HR content.
• Strong consulting skills with all levels of management and the ability to articulate concepts and organizational perspectives in a clear and concise manner.
• Ability to work independently achieve deliverables within tight timeframes and work effectively in a diverse collaborative environment.
• Strong focus on quality of work and attention to detail.
• Excellent written verbal and presentation communication skills.
• Exposure to core HR processes Working knowledge of HR and CMS systems
• Familiarity with HR systems case tools and content platforms.
• Open to work in 24 * 7 shifts & on call rotation
• Strong fluency in English and analytical review skills.

PREFERRED QUALIFICATIONS:

• Certification in HR Leadership Quality Management or Governance (e.g. SHRM-SCP PMP Six Sigma).
• Proven experience in managing large-scale QA programs and policy governance for global HR operations.
• Expertise in stakeholder engagement and change management for AI-driven HR workflows.