Lead, Helpdesk

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.

To be successful as an “Lead, Helpdesk”, you should have experience with:
 

Required Skills:

• Lead, Helpdesk role is a critical operations leadership position within Colleague Support.

• 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.
   

Additional Skills

• 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.

Key Skills & Capabilities:

• 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.

Basic/ Essential Qualifications:

* Bachelor’s degree.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based out of Chennai.

Purpose of the role

To deliver HR services and support to Barclays colleagues, candidates, alumni and third-party vendors. 

Accountabilities

• 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.

Assistant Vice President Expectations

• 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
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required 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. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.