Senior Team Lead - Customer Care
India
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Job Description
Senior Team Lead - Customer Care
Sholinganallur, Tamil Nadu

Job Summary

HR Operations and Shared Services for US Customer

• Degree in human resources, business administration or similar relevant field
• Holding Specialization degree (Masters / UG) in HR will be an added advantage
• Strong knowledge of Human Resources
• Holding Specialization degree (Masters / UG) in HR will be an added advantage

Key Responsibilities

• Resolve queries received from employees related to payroll, Benefit, compensation or HR records for both voice and Non- Voice
• Utilize available resources like HRMS systems, knowledge repositories, company refernece documents to provide most appropriate response to the requestor
• Supports employees with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Escalate unresolved or sensitive issues to internal teams
• Processes HR transactions, records statistics and handles highly confidential material
• Handle Hire-to-Retire queries on ongoing basis
• Schedules, follow-ups and monitors actions and deadlines according to relevant processes
• Support additional tasks as assigned
• Compiles data for analysis and reporting, performs routine analyses and creates standard as well as customized reports
• Resolve queries received from employees related to payroll, Benefit, compensation or HR records for both voice and Non- Voice
• Utilize available resources like HRMS systems, knowledge repositories, company refernece documents to provide most appropriate response to the requestor
• Supports employees with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Escalate unresolved or sensitive issues to internal teams
• Processes HR transactions, records statistics and handles highly confidential material
• Handle Hire-to-Retire queries on ongoing basis
• Interprete policy and explain procedures
• Schedules, follow-ups and monitors actions and deadlines according to relevant processes
• Support additional tasks as assigned
• Compiles data for analysis and reporting, performs routine analyses and creates standard as well as customized reports
• Contributes to building a knowledge base for frequently asked HR questions
• Actively shares knowledge with the in-country HR teams as well as within the HR Shared Service Organization

• Manages and actions service requests for onboarding/background verification for both voice and Non- Voice
• Ensuring the metrics are prepared and shared in time
• All the Calls and emails are responded within the stipulated time.
• Ensures the data are presented to the leaders for evaluation in time.
• Supports candidates/employees and BGV (Background Verification) vendors with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Processes HR transactions, records statistics and handles highly confidential material
• Supports candidates/employees and BGV (Background Verification) vendors with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Schedules, follow-ups and monitors actions and deadlines according to relevant processes
• Maintains databases and employee records using a variety of systems and tools and provides information to employees and managers
• Compiles data for analysis and reporting, performs routine analyses and creates standard as well as customized reports
• Contributes to building a knowledge base for frequently asked HR questions
• Actively shares knowledge with the in-country HR teams as well as within the HR Shared Service Organization

Skill Requirements

• Excellent written and verbal communication skills in English
• Experience in HR Helpdesk/Query Resolution
• Proficiency in using MS Office (especially MS Excel, Word and Outlook)
• Hands on experience and in both Voice and Non-Voice.
• Problem Solving ability
• Knowledge of handling company policies across all business formats

• Hands on experience and in both Voice and Non-Voice - Ability to work on complex queries
• Excellent written and verbal communication skills in English
• Proficiency in using MS Office (especially MS Excel, Word and Outlook)
• Able to learn new systems and their key functionalities quickly
• Ability to assimilate information quickly and determine actions required

Other Requirements

• Degree in human resources, business administration or similar relevant field
• Strong knowledge of Human Resources
• Holding Specialization degree (Masters / UG) in HR will be an added advantage
Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.