Lead - HR Operations

Job description

Company Description Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations. Fresh vision. Real impact. Come build it with us. Job Description Process Oversight & Delivery: Act as a point of contact for HR queries and lifecycle transactions, ensuring they are completed in line with established global processes. Process Excellence & Standardization : Drive the "Global Standard" by minimizing local exceptions and ensuring all SOPs (Standard Operating Procedures) are documented and followed. HR Technology :Optimize the use of HR technology (e.g., Workday, Freshservice etc to streamline workflows ,improve the user interface and thereby improve Employee Experience. Shared Services Optimization: Identify opportunities for process improvement and contribute to the design of future-state solutions that enhance end-to-end HR service delivery. Global Collaboration: Build and maintain deep working relationships across functional areas and geographies to ensure consistent operational standards. Compliance & Audit: Ensure all HR activities comply with Freshworks policies and regional regulations, supporting monthly data audits and maintaining accurate personnel files. Cross-Functional Projects: Contribute to HR technology and transformation projects, acting as a regional expert to help steer change management initiatives. Stakeholder Partnership: Effectively partner with HR COEs, Business Partners, and leadership to ensure key stakeholders are working collaboratively to meet organizational goals. Payroll & Data Integrity: Partner with the Payroll team to ensure accurate data flow and maintain high standards of data integrity within HR systems (e.g., Workday) Operational Rigour - Establish and monitor SLAs and Key Performance Indicators (KPIs) to ensure operational excellence and accountability. Benefits Administration: Support end-to-end benefits enrollment, coordinate onboarding communications (including pre-boarding emails), and ensure seamless execution of Day 1 activities to deliver a smooth employee onboarding experience. Qualifications Experience: 6 years of HR Operations/Shared Services experience, preferably within a fast-paced global technology company. Ability to prioritize, high bias for action and focussed on outcomes. System Knowledge: Proven experience with HRIS platforms (Workday preferred) and ticketing system and a strong focus on data integrity. Process Mindset: Deep understanding of the employee lifecycle with a demonstrated ability to contribute to process optimization and service delivery improvements. Domain Expertise: Deep understanding of the Hire-to-Retire lifecycle and experience with global process excellence methodologies. Skills: Detail-oriented, results-driven, and capable of managing HR projects with a sense of urgency. Additional Information Please note: This is a hybrid role that will be based in San Mateo, CA and requires an in-office presence three days per week (Tuesday - Thursday). This is a Full-time role with an annualized salary of $104,900 — $170,400 USD. Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Freshworks offers multiple options for dental, medical, vision, disability and life insurances, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits. At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us. At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.