Lead - HR Operations

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

 

• Process Oversight & Delivery: Act as a senior point of contact for complex HR queries and lifecycle transactions, ensuring they are completed in line with established global processes. Execute a multi-year strategy for the HR Shared Services Center (HRSSC), transitioning from decentralized local models to a unified global hub.

• Process Excellence & Standardization : Drive the "Global Standard" by minimizing local exceptions and ensuring all SOPs (Standard Operating Procedures) are documented and followed.

• HR Technology :Optimize the use of HR technology (e.g., Workday, Freshservice etc to streamline workflows ,improve the user interface and thereby improve Employee Experience. Drive and Co-Lead other automation opportunities within HR Operations.

• Shared Services Optimization: Identify opportunities for process improvement and contribute to the design of future-state solutions that enhance end-to-end HR service delivery.

• Global Collaboration: Build and maintain deep working relationships across functional areas and geographies to ensure consistent operational standards.

• Compliance & Audit: Ensure all HR activities comply with Freshworks policies and regional regulations, supporting monthly data audits and maintaining accurate personnel files.

• Cross-Functional Projects: Contribute to HR technology and transformation projects, acting as a regional expert to help steer change management initiatives.

• Stakeholder Partnership: Effectively partner with HR COEs, Business Partners, and leadership to ensure key stakeholders are working collaboratively to meet organizational goals.

• Payroll & Data Integrity: Partner with the Global Payroll team to ensure accurate data flow and maintain high standards of data integrity within HR systems (e.g., Workday)

• Operational Rigour - Establish and monitor SLAs and Key Performance Indicators (KPIs) to ensure operational excellence and accountability.

• This role will be based in our London office and requires an in office presence 3 days per week.

• Experience: 6 years of HR Operations/Shared Services experience, preferably within a fast-paced global technology company. Possesses a strong understanding of European regional requirements, particularly across the UK, France, Germany, and the Netherlands. Ability to prioritize, high bias for action and focussed on outcomes.

• Language Requirements: Full professional fluency in English (written and spoken) is required.Proficiency in French is considered a strong asset but is not mandatory.

• System Knowledge: Proven experience with HRIS platforms (Workday preferred) and a strong focus on data integrity.

• Process Mindset: Deep understanding of the employee lifecycle with a demonstrated ability to contribute to process optimization and service delivery improvements.

• Global Environment:  Ability to navigate global stakeholders and collaborate effectively across different time zones.

• Regional Expertise: Solid understanding of employment laws , specifically EU and UK benefits, and HR compliance standards.

• Domain Expertise: Deep understanding of the Hire-to-Retire lifecycle and experience with global process excellence methodologies

Skills: Detail-oriented, results-driven, and capable of managing HR projects with a sense of urgency.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.