Job title:
Process Leader - HR OperationsJob Description:
Supporting the team, and being a great line manager
Managing operational teams to ensure delivery of quality services, for example, Workday
Building the capability of the team to deliver high quality customer support
Ensuring guidance provided by the team is in line with Service Level Agreements
Work towards overall goals of the team in achieving excellent customer service in line with procedural and Service Level requirements.
Share knowledge and expertise to support development of others.
Support a team in operational service delivery in accordance with client contracts, legislation, policy conditions, business rules and procedures, and within the legislative / regulatory framework
Analyse and measure the quality of critical processes and provide one to one feedback to direct reports on a weekly & monthly basis to improve quality.
Escalate queries to the team manager when required, discuss solution, and cascade the solution to all associates.
Thinks through issues by separating out the parts of the problem or situation and thinking things through systematically
Identifies and analyzes trends, patterns or connections between issues; recognizes key or underlying factors in organizational situations and uses this insight for guiding strategy and activities
Makes suggestions for improvement for products and services and supports the introduction of efficiencies to maximize results for clients
Location:
Mumbai,
IndiaTime Type:
Full timeContract Type:
PermanentSkills Required
- Line management experience (managing operational teams)
- Experience with Workday
- Ability to train, coach, and build team capability
- Experience delivering services against Service Level Agreements
- Knowledge of relevant legislation, policy, business rules and procedures
- Experience analyzing process quality and providing regular feedback
- Ability to escalate issues and implement/cascade solutions
- Strong problem-solving and analytical skills (identify trends and root causes)
- Ability to suggest and support process and efficiency improvements
Capita Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Capita and has not been reviewed or approved by Capita.
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Flexible Benefits — Hybrid/remote options, job sharing and compressed hours are available across many roles, and remote-work convenience can meaningfully add to overall value.
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Parental & Family Support — Enhanced maternity, paternity and shared parental leave are part of the offering, signalling stronger family support than basic statutory levels.
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Retirement Support — A company‑matched pension and life assurance are provided for UK roles, delivering core financial protection within the package.
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What We Do
Capita is a leading provider of business process services, driven by data, technology and people. We are a purpose-led, responsible organisation¬. Every day our 50,000 colleagues help millions of people, by delivering innovative, digitally enabled solutions to transform and simplify the connections between government and citizens, businesses and customers. We partner with our clients and provide the insight and technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate across three divisions – Capita Public Service, Capita Experience and Capita Portfolio – in the UK, Europe, India and South Africa. Capita is quoted on the London Stock Exchange (CPI.L). Further information can be found at: http://www.capita.com
