HR Administration Team Lead at RWS in Mumbai, Maharashtra, IN

Job Purpose

Job Purpose

The team lead role sits in the HR Global Service Delivery (GSD) L2 Team and plays a critical leadership role in enabling the effective delivery of global People Services by working closely with both L1 operational teams and business stakeholders. This role acts as a problem solver, escalation owner, and service integrity leader, ensuring complex, cross‑functional, or high‑impact HR issues are resolved efficiently and sustainably.

This role is accountable for triaging complex cases, identifying root causes, identifying continuous improvement, and safeguarding process quality and compliance.

About RWS HR

Our business is nothing without our people. As part of our global Human Resources team, you will be supporting over 8,000 people, across 100 legal entities in 43 different countries. We have a vibrant and nurturing culture where everyone can learn, grow, and thrive. We also love ideas and exploring new ways of doing things, united by our love of language. 

Job Overview

Key Responsibilities

• Act as a primary escalation point for complex, sensitive, or high-impact HR People Services issues raised by the L1 team or business stakeholders.
• Collaborate proactively with regional HR partners, Payroll, HRIT, Talent Acquisition, Compensation, and other stakeholders to resolve escalations and address issues end-to-end.
• Apply a holistic, big-picture approach to resolve issues that span multiple systems, processes, or teams, rather than addressing isolated symptoms.
• Provide clear guidance, direction, and decision support to the L1 team to ensure timely and consistent case resolution.
• Work closely with the L1 team to translate complex HR policies, processes, and stakeholder expectations into practical and actionable approaches.
• Use service metrics, trend analysis, root cause analysis (RCA), and qualitative insights to identify recurring issues, process gaps, and improvement opportunities.
• Partner with GSD leadership to track service performance, escalation trends, and potential risk areas.
• Identify and drive continuous improvement initiatives focused on efficiency, quality, and customer experience.
• Explore and apply AI-enabled tools to support service delivery optimization, issue analysis, knowledge management, and process improvement.
• Support the documentation, standardization, and enhancement of SOPs using data-driven and AI-based insights where applicable.
• Triage incoming escalations and complex cases to determine priority, risk, ownership, and required stakeholder involvement.
• Support internal audits, spot checks, and quality reviews of People Services transactions to ensure compliance, data accuracy, and process adherence.
• Identify control gaps or risk areas and collaborate with stakeholders to define corrective actions.
• Ensure proper documentation of issues, decisions, and resolutions for audit and governance purposes.
• Escalate significant risks or systemic issues to GSD leadership in a timely and transparent manner.
• Maintain a high level of confidentiality and professionalism while handling sensitive employee data.

Skills & Experience

• Strong end-to-end understanding of HR People Services or HR Shared Services operations.
• Proven experience in managing HR escalations and resolving complex cases across multiple stakeholders.
• Demonstrated ability to identify patterns, connect issues, and resolve challenges with a holistic approach.
• Strong analytical mindset with experience using data, metrics, and insights to inform decision-making.
• Experience collaborating with cross-functional teams such as Payroll, HRIT, Talent Acquisition, and regional HR partners.
• Strong communication skills, with the ability to engage effectively with stakeholders at different levels.
• Effective problem-solving and issue triage capabilities.
• High attention to detail, with the ability to manage multiple priorities and deadlines.
• Experience handling sensitive and confidential HR information with discretion.
• Familiarity with HR systems such as Microsoft Dynamics 365 HR, iCIMS, or similar HRIS platforms.
• Experience supporting or participating in audits, quality reviews, or compliance checks.
• Experience working in an SLA-driven, customer-focused environment.
• Exposure to AI-assisted tools or automation in HR service delivery or process improvement contexts is advantageous.
• Proficiency in Microsoft Office tools.
• A bachelor’s degree or equivalent qualification is required.

Key Performance Indicators (KPIs)

• Escalation Resolution Effectiveness: Timely and high-quality resolution of escalations, reduction in repeat cases, and improved first-time resolution.
• Data Quality & Compliance: Accuracy and integrity of HR data and audit outcomes.
• Process Improvement Impact: Measurable improvements in efficiency, quality, and user experience driven by initiatives.
• Stakeholder Satisfaction: Feedback from HR partners and business stakeholders.
• Risk Management: Proactive identification and mitigation of operational and compliance risks.

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.

In return, we expect all our people to live by the values that unite us: to partner, putting client’s fist and winning together**, to pioneer**, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS