Lead, Helpdesk Job at Barclays (Chennai)

Job Description

Join us as a “Lead, Helpdesk”, where you will provide subject matter expertise on India employment legislation, Regulatory Requirements, and Organisational compliance procedures. In this role, you will support the organisation by offering guidance on complex employment law matters, interpreting statutory requirements, ensuring that policies and processes reflect current legal standards and attend various hearings with the regulators . You will partner with various stakeholders to drive fair, consistent, and legally compliant employee practices across the organisation.

Job Responsibility

Lead and manage the HR Helpdesk team, ensuring high-quality service delivery and adherence to defined SLAs
Provide deep process and policy expertise to guide advisors in resolving employee queries
Act as the first-level escalation point for technical, procedural, and policy-related issues
Maintain strong stakeholder relationships and ensure consistent communication across HR functions
Handle complex and sensitive cases requiring advanced judgment and coordination with Tier 2 HR teams
Drive continuous improvement initiatives to enhance service delivery, accuracy, and employee experience
Monitor team performance, ensure quality checks, and provide coaching and feedback to team members
Collaborate with Core Advisory, Payroll, ER, and other HR functions to ensure smooth case escalations and resolutions
Contribute to the development and refinement of Helpdesk procedures, knowledge base content, and operational playbooks
Ensure compliance with HR policies, data privacy standards, and organizational guidelines
Provide subject matter expertise on India employment legislation, Regulatory Requirements, and Organisational compliance procedures
Offer guidance on complex employment law matters, interpreting statutory requirements, ensuring that policies and processes reflect current legal standards and attend various hearings with the regulators
Partner with various stakeholders to drive fair, consistent, and legally compliant employee practices across the organisation
Delivery and execution of HR operational activities aligned with people leader and colleague journeys aligned with bank policies and regulations, including performance management, rewards, benefits and learning operations documentation, coordination, and administration
On- and offboarding of new employees, (including orientation, documentation, coordination, exit interviews), knowledge transfer performance, rewards, learning operations and related administration
Maintenance of colleague personal and reference data in relevant HR information systems, ensuring data accuracy and compliance with data privacy regulations, reporting and analytics
Provision of guidance and support on candidate, colleague and alumni queries relating to HR policies, procedures, processes, or guidance
To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness
Collaborate closely with other functions/ business divisions
Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function
Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
Consult on complex issues
providing advice to People Leaders to support the resolution of escalated issues
Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda
Take ownership for managing risk and strengthening controls in relation to the work done
Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy
Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively
Communicate complex information
Influence or convince stakeholders to achieve outcomes

Requirements

Bachelor’s degree
Strong understanding of HR policies, processes, and end-to-end HR operations
Hands-on experience with HR systems such as Workday and ServiceNow
Proven people leadership experience, ideally within HR Helpdesk, customer support, shared services, or BPO environments
Excellent stakeholder management and collaboration skills
Strong service mindset with the ability to handle high-pressure situations and remain solution-oriented
Ability to coordinate seamlessly across multiple HR teams and manage escalations effectively
Exceptional verbal and written communication skills
Proficiency in AI tools and advanced Microsoft Office applications

What we offer

Onsite medical clinic staffed by healthcare professionals
Wellness rooms for relaxation and meditation
Shuttle bus for easy commuting
Child care services

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Lead, Helpdesk

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