People Operations Lead

Summary

Join ServiceNow as a People Operations Team Lead and work closely with Global People Care Associates and Specialists. You will support their daily activities, provide insight and feedback to regional leads, and improve the Global People Operations HR service and delivery team. Responsibilities include performance management, training, caseload management, stakeholder partnerships, knowledge base maintenance, process documentation, data integrity, audits, issue escalation, process optimization, project participation, and interview screening. The ideal candidate will demonstrate leadership capabilities, excellent communication skills, adaptability, problem-solving skills, a product mindset, and a passion for creating exceptional employee experiences. Required qualifications include experience integrating AI into work processes, 5+ years in HR operations or customer service, 5-8 years in stakeholder and team management, and extensive experience in process optimization. Additional requirements include strong process support skills, proficiency in MS Excel and PowerPoint, and hands-on data analysis experience.

Requirements

• Living our values and leadership capabilities: you take a humble approach to learning, obsess over customer experience, consistently strive to foster empathy and inclusivity, and celebrate wins collectively
• Excellent communication, interpersonal, and relationship-building skills with individuals at all organizational levels, both internally and externally
• High adaptability, empathy, and strong problem-solving skills, with a proactive and positive approach to challenges
• Ability to navigate and understand both global and region-specific processes within the Global People Care team, enabling holistic problem-solving and process improvement
• A product mindset, envisioning and influencing outcomes-based solutions with the voice of the customer in mind
• Passion for creating exceptional employee experiences and a keen eye for detail and accuracy to ensure compliance
• Leadership experience in achieving outcomes, either as an individual contributor or in a team lead role; this may require conflict resolution and coaching skills
• Strong sense of urgency, with the ability to manage complex requests, navigate time zones, and handle confidential hiring information
• Proficiency in managing escalations, making sound decisions, and resolving complex situations with a sense of composure
• Proven ability to work collaboratively in ambiguous situations, driving process compliance
• Process-driven mindset, with a focus on efficiency improvement and a quick grasp of relevant business processes and systems
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 5+ years’ previous experience working in an HR operations or centralized customer service support role supporting global client groups
• 5-8 years’ stakeholder and team management experience
• Extensive experience in process optimization in operations
• Strong process support skills and knowledge of Human Resources tools and technology
• Proficiency in MS Excel, PowerPoint and hands-on data analysis

Responsibilities

• Leverage strong understanding of Global People processes and regional nuances to lead, oversee, and balance assigned HR Case loads
• End to end performance management of team members; provide training to and support development for Associate and Specialist team members, ensuring their success
• Monitor HR Case queues and dashboard views to ensure timely action and proactive backlog clean-up
• Foster and maintain productive partnerships with internal stakeholders and client groups
• Empowering employees to self-serve their HR policy and process needs by leveraging and promoting our internal knowledge base; partner with Centers of Excellence to ensure knowledge article quality and currency
• Provide subject matter expertise, leading process documentation and maintenance, as well as educating and enabling the business on Global People policies and processes
• Uphold a high standard of data integrity in all systems and documents, ensuring accuracy of all data points
• Perform audits and validations of HR Case transactions as required
• Utilize operational knowledge and sound judgment to escalate issues or HR cases timely as necessary, capturing subject matter expertise and ensuring resolution against at-risk or breach of SLAs
• Provide feedback to Manager or regional Lead on experience and/or process improvement opportunities – identifying inconsistent, inefficient, and incongruent processes, policies, and practices to prevent and mitigate HR risk and compliance issues
• Responsible for process optimization efforts to enhance efficiency, quality, productivity, and employee experience
• Foster a culture of innovation and continuous process improvement within Global People
• Be a part of various projects to enhance employee experience; provide User Acceptance Testing (UAT) support as required
• Contribute to resume/CV and first-stage interview screening in the hiring process for new team members
• Collaborate with the regional Lead on impactful team initiatives and coordinate projects where applicable
• Act as a backup for the regional Lead if required and provide support to other team members as needed
• Champion and promote change initiatives that impact the Global People Care team