Lead - HR Operations

TITLE: Lead - HR Operations

DESCRIPTION:

Company overview

Freshworks builds straightforward service software designed to improve experiences for customers and employees while helping organizations work more efficiently. Its enterprise solutions are built to be powerful, easy to adopt, and quick to show results. The company uses a people-first approach to AI to reduce friction and improve productivity. More than 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, use Freshworks software, and the company is supported by over 4,500 employees worldwide.

Freshworks is hiring a Lead - HR Operations to support operational excellence and transformation work across APAC. The role combines hands-on HR operations ownership with project execution and HR technology enablement. The right person will bring strong HR operations knowledge, stakeholder coordination, process governance, and HR systems experience, along with a genuine interest in improving employee experience through automation, scalable workflows, and data-led decisions.

This position calls for strong accountability, ethical conduct, clear and transparent communication, and a sharp eye for detail.

HR operations management

Oversee APAC HR operations end to end, making sure employee lifecycle transactions are handled accurately, in compliance with requirements, and within agreed service levels.

Manage core processes such as onboarding, employee data updates, organizational changes, internal moves, leave administration, exits, documentation, and HR case handling.

Control regional payroll inputs, employee records, and data checks so downstream processing remains accurate and timely.

Act as the escalation contact for complex employee and manager issues, ensuring quick resolution and a positive employee experience.

Work closely with HRBPs, Payroll, HRIS, Talent Acquisition, Legal, Finance, and external vendors to keep HR programs and processes running smoothly.

Track performance using KPIs, SLA targets, case volumes, audit observations, and employee feedback, and implement corrective actions where needed.

Maintain compliance with local employment laws, internal policies, data privacy rules, and audit controls across APAC markets.

Build consistent ways of working through process standardization, documentation, knowledge management, and governance practices.

Analyze root causes of operational issues, identify improvement opportunities, and introduce scalable fixes that improve efficiency and employee experience.

HR transformation, projects, and technology

Drive HR transformation initiatives aimed at simplification, automation, scalability, and better user experience.

Act as the main link between HR Operations, HRIS, IT, and business teams to turn business needs into technology-enabled solutions.

Review current HR processes and identify opportunities for automation, self-service, AI, and digital tools that reduce manual work and operational risk.

Lead the rollout and adoption of AI-based HR solutions, chatbots, virtual assistants, knowledge platforms, and other new technologies that improve the experience for employees and managers.

Partner with HR, IT, and vendors to evaluate, pilot, and implement new tools while ensuring they fit business needs and governance standards.

Use data, analytics, and insights to spot trends, measure effectiveness, and support informed decision-making.

Manage regional and global HR transformation projects, including requirements gathering, solution design, testing, deployment, stakeholder updates, training, and change management.

Create governance structures for HR technology enhancements, change requests, releases, documentation, and ongoing system support.

Prepare business cases, process maps, functional requirements, and implementation plans for technology investments and transformation work.

Promote continuous improvement by challenging outdated processes and encouraging digital-first ways of working across HR.

Stay current on HR technology, AI capabilities, and industry practices, bringing practical and innovative ideas to the organization.

Qualifications and experience

The role requires 8+ years of experience in HR Operations, HR Transformation, HRIS, or similar functions. Experience with Workday or comparable HR platforms is needed. Exposure to APAC HR operations and regional compliance requirements is expected. Background in automation, process improvement, or digital HR initiatives is also required. Experience in a fast-moving technology company or global organization is preferred.

Additional information

Freshworks says it fosters an environment where people of all backgrounds, genders, sexual orientations, religions, and ethnicities can reach their potential, purpose, and passion. The company states that it is committed to equal opportunity and believes workplace diversity creates a richer environment that supports employees, communities, and the business.