Lead - HR Operations

Freshworks•San Mateo, CA

15h•Hybrid

About The Position

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.

Requirements

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.
Proven experience with HRIS platforms (Workday preferred) and ticketing system and a strong focus on data integrity.
Deep understanding of the employee lifecycle with a demonstrated ability to contribute to process optimization and service delivery improvements.
Deep understanding of the Hire-to-Retire lifecycle and experience with global process excellence methodologies.
Detail-oriented, results-driven, and capable of managing HR projects with a sense of urgency.

Responsibilities

Act as a point of contact for HR queries and lifecycle transactions, ensuring they are completed in line with established global processes.
Drive the "Global Standard" by minimizing local exceptions and ensuring all SOPs (Standard Operating Procedures) are documented and followed.
Optimize the use of HR technology (e.g., Workday, Freshservice etc to streamline workflows ,improve the user interface and thereby improve Employee Experience.
Identify opportunities for process improvement and contribute to the design of future-state solutions that enhance end-to-end HR service delivery.
Build and maintain deep working relationships across functional areas and geographies to ensure consistent operational standards.
Ensure all HR activities comply with Freshworks policies and regional regulations, supporting monthly data audits and maintaining accurate personnel files.
Contribute to HR technology and transformation projects, acting as a regional expert to help steer change management initiatives.
Effectively partner with HR COEs, Business Partners, and leadership to ensure key stakeholders are working collaboratively to meet organizational goals.
Partner with the Payroll team to ensure accurate data flow and maintain high standards of data integrity within HR systems (e.g., Workday)
Establish and monitor SLAs and Key Performance Indicators (KPIs) to ensure operational excellence and accountability.
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.