Kpmg India Services Llp

Team Leader

Kpmg India Services Llp
Bengaluru/Bangalore
Not disclosed
Work from OfficeWork from Office
Full TimeFull Time
Min. 5 yearsMin. 5 years

Job Description

Team Leader

Proposed designation : Contact Centre Senior / Team Leader – People Operations

Role: Individual Contributor (Voice + Non-Voice)

Reporting to Assistant Manager/ Manager

Geo to be supported : US

Shift : 6:30 PM to 3:00 AM

Roles &  Responsibilities

oAct as primary point of contact for Tier 1 enquiries for partners & employees.
oResolve requests via case management tools within SLA.
oProvide clear, accurate, and empathetic responses.
oEscalate complex issues as per defined governance model.
oContribute to knowledge base and FAQ improvements.
·Queries Management:
oExperience in a HR Tier 1 support role, preferably US client HR Services experience.
oExcellent written communication skills, with the ability to provide clear, concise, and empathetic responses.
oProficiency using case management and ticketing tools (e.g., ServiceNow, Zendesk).
oStrong knowledge of HR policies, processes, and terminology to effectively resolve employee queries.
·Behavioral Competencies:
oEmpathy & Patience: Ability to understand employee concerns and handle queries with a patient and supportive demeanor.
oProblem-Solving: Skill in diagnosing the root cause of an issue and identifying the appropriate resolution path or escalation point.
oResilience: Capacity to manage difficult interactions and maintain a positive attitude in a high-volume query environment.
ooActive Listening: The skill to fully understand a query before responding, ensuring the resolution is relevant and complete.

Required Qualifications & Experience

•Minimum of 5-6 years progressive experience in  Tier 1 HR Support for US client
•Experience in Tier 1 support role, preferably within an HR context.
•Excellent oral & written communication skills, with the ability to provide clear, concise, and empathetic responses.
•Proficiency using case management and ticketing tools (e.g., ServiceNow, Zendesk, Salesforce Service Cloud).
•Strong knowledge of HR policies, processes, and terminology to effectively resolve employee queries.
•Experience in HR Operations / People Operations / Shared Services
•Strong process orientation and attention to detail
•Ability to work with HR systems (e.g., Workday, SAP, SuccessFactors – or similar)
•Data accuracy and compliance mindset

Experience Level

Senior Level

Job role

Work location
Work locationBangalore, Karnataka, India
Department
DepartmentHuman Resources
Role / Category
Role / CategoryHR Operations
Employment type
Employment typeFull Time
Shift
ShiftDay Shift

Job requirements

Experience
ExperienceMin. 5 years

About company

Name
NameKpmg India Services Llp
Job posted by Kpmg India Services Llp

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