Lead - HR Operations

Freshworks
Bengaluru
Workplace: OnsiteFull timeFunction: People, HR & TalentEducation: bachelorsSkills: ["Case management","Stakeholder management","Analytical thinking","Problem-solving","Root cause analysis"]

Serve as the Tier 2 subject matter expert for HR Shared Services across Total Rewards—Compensation, Benefits, and Performance Management. Resolve complex escalations that can’t be handled by Tier 0/1, ensure policy-compliant outcomes, perform root-cause analysis, and drive operational excellence. Partner with HR Business Partners, Payroll, HRIS, Finance, COEs, and vendors, while improving SOPs and enabling Tier 1 teams through knowledge management and continuous improvement.

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Freshworks
Freshworks
2 days ago

Lead - HR Operations

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Last checked: 6 hours agoStatus: Live

Job Summary

Serve as the Tier 2 subject matter expert for HR Shared Services across Total Rewards—Compensation, Benefits, and Performance Management. Resolve complex escalations that can’t be handled by Tier 0/1, ensure policy-compliant outcomes, perform root-cause analysis, and drive operational excellence. Partner with HR Business Partners, Payroll, HRIS, Finance, COEs, and vendors, while improving SOPs and enabling Tier 1 teams through knowledge management and continuous improvement.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: People, HR & Talent
Seniority: Mid level

Key Responsibilities

  • •Act as Tier 2 subject matter expert and primary escalation point for complex Compensation, Benefits, and Performance Management cases.
  • •Resolve non-standard, high-impact employee and manager cases using policy interpretation and delegated approval authority where needed.
  • •Manage complex compensation cases (off-cycle adjustments, corrections, incentives/bonus calculations, pay equity, market adjustments) and investigate payroll impacts.
  • •Resolve escalated benefits issues (eligibility, enrollment, life events, claims) and interpret benefits policies for unique scenarios.
  • •Drive operational excellence through governance compliance, monitoring case trends, root-cause analysis, knowledge/SOP improvements, and support system enhancements and UAT.

Key Requirements

  • •Bachelor’s degree in Human Resources, Business Administration, or a related discipline.
  • •6+ years of experience in HR Operations, HR Shared Services, Compensation, Benefits, Performance Management, or Total Rewards.
  • •Demonstrated experience managing complex HR operational cases across multiple stakeholder groups.
  • •Experience supporting regional or global HR operations is preferred.
  • •Experience with Workday or a comparable HRIS platform is highly desirable.
Experience:HR operationsHR Shared ServicesTotal Rewards
Education:Bachelor's in Human Resources, Business Administration, or a related discipline
Skills:Case managementStakeholder managementAnalytical thinkingProblem-solvingRoot cause analysis
Languages:English
Tech Stack:WorkdayHRISUATAI

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor