Human Resource Operations Team Lead

Job Description :

Job Title: Human Resource Operations Team Lead

About the Function:

Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are essential to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.

Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you’ll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.

About the role:

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and build innovative experiences that bring people together to celebrate life.

About the Function (GHRO)

Global HR Operations (GHRO) is part of Diageo Business Services, providing HR support to ~23,000 employees in 70+ countries. Services include (among others) Resourcing, Onboarding, Offboarding, Compensation & Reward administration and Payroll. GHRO is foundational to delivering Diageo’s HR strategy and enabling an excellent employee & manager experience through consistent, trusted people processes.

Onboarding, Movers and Offboarding (JML) comprise the end-to-end activities associated with hire, move, and exit processes—designed to provide a brilliant employee experience and simple, reliable services for line managers.

Role Summary

The Senior Team Lead: HR Operations (First Point) – JML is accountable for the end-to-end delivery of Joiner, Mover and Leaver (JML) operations for the UKI and NAM markets, ensuring consistent execution, high quality customer experience, and rigorous compliance.

This role leads and develops a high-performing First Point team and works across a complex customer network (HRBPs, line managers, employees, Diageo IS, process owners, and third-party providers). The role uses insights, analytics and continuous improvement methods to deliver agreed outcomes—SLA/KPI adherence, compliance, service perfection and operational efficiency.

As a member of the First Point Operational Management/Leadership team, you will give to shaping and strengthening the global service delivery landscape.

Context / Scope

First Point teams support employee lifecycle events including employee document generation and employee data maintenance in Workday, using enabling technologies such as ServiceNow (case management) and Doc Genie (where applicable). The work demands strong judgement, deep process understanding, and customer-centric execution.

Dimensions

Market complexity: Multi-market coverage with a primary focus on UKI and NAM.

Leadership responsibility: Direct leadership of advisors/specialists across levels; collaboration/leadership across multiple locations (including partnership with teams in Budapest as relevant).

Operational leadership: Key member of the First Point operational management team; drives performance, planning, prioritization, and delivery.

Key Responsibilities / Accountabilities-

1) Service Delivery Excellence (JML – UKI & NAM)

Own and deliver end-to-end JML operations (Onboarding, Movers, Offboarding) ensuring a brilliant, consistent customer experience for employees and line managers.

Ensure service delivery meets or exceeds defined SLAs, KPIs and quality standards, including timeliness, accuracy, case resolution, and documentation quality.

Act as customer concern point for complex cases, service issues, and complaints—driving swift resolution and root-cause fixes.

2) People Leadership & Capability Building

Recruit, coach, mentor and develop a high-performing, highly engaged team; build a culture of accountability, continuous learning and customer obsession.

Ensure the team has the required Workday/process training and knowledge management to provide guide guidance and consistent execution.

Embed strong performance management: goal setting, coaching, quality calibration, and recognition.

3) Continuous Improvement & Simplification

Drive the process improvement and simplification agenda across JML processes and enabling technologies (Workday, ServiceNow, document tools).

Use operational metrics and customer insights to identify problems and deliver measurable improvements.

Support global standardization while enabling effective local execution; lead change control and adoption within the team.

4) Customer Partnership & Governance

Partner closely with the global process owner(s) for Onboarding/Offboarding to strengthen process design and ensure operational readiness.

Work directly with customer groups (HRBPs, managers, employees) and partner teams (Process Governance, Data, Payroll, IS, third parties) to ensure seamless end-to-end experience.

Give to operational governance—regular reviews, performance reporting, risk management, and customer communications.

5) Compliance, Risk & Data Privacy (GDPR)

Act as an active ambassador for Diageo’s HR model and operational standards, holding teams and stakeholders accountable.

Raise awareness and demand compliance, with special focus on GDPR and internal controls; manage compliance breaches in line with Diageo procedures.

Ensure accurate employee data maintenance and documentation standards across JML lifecycle activities.

6) Analytics, Performance Management & Efficiency

Leverage analytics to manage performance—volume trends, backlog, quality, rework drivers, and root causes.

Ensure consistent delivery of agreed SLAs/KPIs and embed a continuous improvement cadence.

Support productivity and efficiency initiatives aligned with service strategy (including targeted efficiency improvements where applicable).

7) Project / Transition Support

Provide proactive operational input for business projects such as restructures, annual HR cycles, and cross-functional initiatives.

Coordinate internal resources and third parties/vendors for operational projects; manage scope, timeline, risks and change impacts.

Partner with transition/governance teams to support sustainable service delivery transitions through clear governance, learning and experimentation.

What You Will Bring (Skills & Experience)

Essential

Shown people management experience in HR Operations, shared services, or service delivery environments.

Strong delivery track record against SLAs/KPIs, quality standards, and customer experience outcomes.

Experience working with Workday or comparable HRIS; confidence in navigating HR data/process interdependencies.

Ability to engage, influence and build credibility with diverse stakeholders across multiple geographies and cultures.

Demonstrated capability to lead change, simplify processes, and deliver continuous improvement initiatives.

Strong problem-solving skills—able to remove barriers and galvanize teams in ambiguity and fast-paced change.

Strong understanding of operational compliance and data privacy principles (including GDPR awareness).

Fluency in English (written and spoken).

Desirable

Advanced knowledge of Workday processes and navigation; experience with ServiceNow case management.

Exposure to document generation tools and operational controls (e.g., Doc Genie or equivalent).

Experience leading multi-location or multi-lingual teams.

Additional language capability (e.g., Spanish, Portuguese, French) is an advantage.

Prior experience in customer service/contact center environments (helpful for coaching, QA and service culture).

Measures of Success -

Consistent achievement of SLA/KPI targets across