Team Lead GBS HR System Support & Learning

Purpose & Overall Relevance for the Organization   The Team Lead GBS HR Services - HR Systems Support & Learning will be responsible for the day-to-day operational leadership and delivery of HR Systems Support and Learning Operations services within the GBS HR Services organization. Reporting to the Senior Manager HR Services, this role ensures high-quality, compliant, and timely execution of HR systems support & learning activities, while fostering a strong performance culture within the team. The role plays a critical part in enabling a seamless employee experience through effective management of HR technologies, learning platforms and operational processes, acting as a key partner to HR, TECH, IT, Global Process Owners, and Project Teams.          Key Responsibilities   Operational Delivery & Case Management

Ensure end-to-end delivery of HR Systems Support and Learning Operations services in line with global standards, SLAs, and operational objectives. Monitor service quality, workload distribution, ticket queues, resource allocation, and operational priorities to ensure stable and predictable service delivery. Act as the first level escalation point for complex operational, learning and systems-related issues. Drive timely resolution of incidents, requests and service challenges while maintaining high levels of customer satisfaction. Ensure accurate case management, process documentation, knowledge management, and adherence to established operating procedures. Prepare and communicate operational performance updates, service metrics and improvement plans to leadership and stakeholders.

People Leadership & Team Management

Lead, coach, and develop a team of HR Systems Support and Learning Specialists / Senior Specialists, promoting employee engagement, accountability, wellbeing, and inclusion within the team. Foster a quality-first, customer-centric, and continuous improvement mindset within the team. Set clear performance goals, priorities and KPIs aligned with HR Services objectives. Conduct regular performance reviews, coaching conversations, and development planning sessions. Drive onboarding, cross-training, and knowledge-sharing initiatives to enhance operational resilience and flexibility. Support workforce planning, recruitment, and succession planning activities.

Stakeholder & Business Partnership

Act as the primary operational interface for HR Services, HR Business Partners, HR TECH teams, Global Learning teams and key business stakeholders. Collaborate closely with Global Process Owners to ensure alignment with global standards, governance, and service delivery expectations. Act as a trusted advisor and escalation point for operational and system-related topics. Support cross-functional projects, system implementations, transitions, and transformation initiatives. Foster a customer-centric mindset and proactively address stakeholder needs and business challenges.

Compliance, Risk & Audit Readiness

Ensure operational activities are executed in compliance with company policies, governance frameworks, data protection requirements, and internal controls. Maintain high standards of data accuracy and system integrity across all supported platforms. Monitor completion rates and compliance requirements for mandatory training programs. Identify operational risks, control gaps, and data quality issues, implementing corrective and preventive actions where required. Support internal and external audits by ensuring documentation readiness and timely responses.

Continuous Improvement

Identify and drive process improvements, standardization opportunities, and automation initiatives within the team’s scope. Drive the implementation and sustainability of Lean methodologies, including Daily Management and Structured Problem Solving. Support and promote the adoption of digital HR solutions, AI-enabled capabilities, workflow automation, and employee