POD LeadTeamManager TM Level

Designation: Team Manager (TM)

Business Vertical: IOA

Reporting Manager: Service Delivery Manager (SDM)

Location: India

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.