HR Operations Lead

Lead - HR Operations

Company 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.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.

Job Description

We are looking for a dynamic and detail-oriented HR Operations Lead to drive operational excellence and transformation initiatives across the APAC region. This role combines strong operational ownership with strategic project execution and HR technology enablement.

The ideal candidate brings a strong understanding of HR operations, stakeholder management, process governance, and HR systems, while also being passionate about improving employee experience through automation, scalable processes, and data-driven decision making.

This role requires someone who demonstrates high accountability, strong ethics, transparency in communication, and an exceptional eye for detail.

HR Operations Management (40- 45%)

• Lead the delivery of end-to-end HR operations across APAC, ensuring employee lifecycle transactions are processed accurately, compliantly, and within defined SLAs.

• Oversee key operational processes including onboarding, employee data changes, organizational changes, internal mobility, leave administration, offboarding, documentation, and HR case management.

• Manage and govern regional payroll inputs, employee records, and data validations to ensure accuracy and timely downstream processing.

• Serve as the escalation point for complex employee and manager queries, driving timely resolution and a positive employee experience.

• Partner with HRBPs, Payroll, HRIS, Talent Acquisition, Legal, Finance, and external vendors to ensure seamless execution of HR processes and programs.

• Monitor operational performance through KPIs, SLAs, case volumes, audit findings, and employee feedback, implementing corrective actions where needed.

• Ensure compliance with local labor regulations, internal policies, data privacy requirements, and audit controls across APAC markets.

• Drive process standardization, documentation, knowledge management, and governance practices to improve consistency and operational effectiveness.

• Lead root cause analysis of operational issues, identify process improvement opportunities, and implement scalable solutions to enhance efficiency and employee experience.

HR Transformation, Projects & Technology (55 - 60%)

• Lead HR transformation initiatives focused on process simplification, automation, scalability, and user experience.

• Act as the primary bridge between HR Operations, HRIS, IT, and business stakeholders to translate business challenges into scalable technology solutions.

• Evaluate existing HR processes and proactively identify opportunities for automation, self-service, AI, and digital solutions to reduce manual effort and operational risk.

• Lead the implementation and adoption of AI-enabled HR solutions, chatbots, virtual assistants, knowledge management platforms, and other emerging technologies that enhance employee and manager experience.

• Partner with HR, IT, and vendors to assess, pilot, and deploy innovative technologies, ensuring solutions align with business needs and governance requirements.

• Utilize data, analytics, and insights to identify trends, measure process effectiveness, and drive evidence-based decision-making.

• Lead regional and global HR transformation projects, managing requirements gathering, solution design, testing, deployment, stakeholder communication, training, and change management.

• Establish governance frameworks for HR technology enhancements, change requests, releases, documentation, and ongoing system maintenance.

• Develop business cases, process maps, functional requirements, and implementation plans to support technology investments and transformation initiatives.

• Champion a culture of continuous improvement by challenging legacy processes and driving digital-first ways of working across HR.

• Stay informed on emerging HR technology, AI capabilities, and industry best practices, bringing innovative ideas and practical solutions to the organization.

Skills 

• Strong understanding of HR operations and employee lifecycle processes.

• Experience managing HR transformation and technology initiatives.

• AI & Automation Mindset - Curiosity and capability to identify, evaluate, and implement AI-driven and automated solutions.

• Ability to analyze business challenges and design practical, scalable, and sustainable solutions.

• Strong project management and stakeholder management capabilities.

• High attention to detail with strong problem-solving and analytical skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong communication, collaboration, and influencing skills.

• Demonstrates high accountability, ownership, integrity, and ethical standards.

• Comfortable working across global and cross-functional teams.

Qualifications

• 8+ years of experience in HR Operations, HR Transformation, HRIS, or related functions.

• Experience working with Workday or similar HR platforms.

• Exposure to APAC HR operations and regional compliance requirements.

• Experience leading automation, process improvement, or digital HR initiatives.

• Prior experience working in a fast-paced technology or global organization is preferred.

Additional Information

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.

Experience Level

Senior Level