Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

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.

Qualifications

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.

Additional Information

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.

Lead - HR Operations

UK Visa Sponsorship Analytics