Process Lead – Helpdesk Experience

Purpose of the Role:

The Process Lead – Helpdesk Experience will be responsible for designing and managing a seamless, multi-channel employee support experience through HR Direct. This includes service delivery via IVR, Live Chat (AI-enabled), telephony, and Employee Self-Service (ESS) platforms. The role focuses on increasing Tier 0 and Tier 1 resolution, driving adoption of digital channels, and ensuring high-quality, efficient query handling. The incumbent will lead process documentation, user journey mapping, knowledge management, and continuous improvement initiatives to enhance employee experience and service excellence.

Key Responsibilities:

Helpdesk Experience Design & Optimization

• Lead the design and enhancement of helpdesk services across IVR, Live Chat, telephony, and ESS platforms.
• Drive Tier 0 adoption by promoting self-service capabilities and improving accessibility and usability of the knowledge base.
• Expand Tier 1 resolution through automation, training, and improved query routing.
• Collaborate with IT and vendor partners to optimize IVR flows and chatbot performance for faster and more accurate query resolution.

User Journey Mapping & Experience Design

• Design and map employee user journeys across helpdesk channels to identify friction points and opportunities for improvement.
• Use journey insights to inform service design, channel strategy, and personalization efforts.
• Partner with UX teams to ensure intuitive and user-friendly interfaces across digital platforms.

Service Delivery & Performance Management

• Define and monitor SLAs, KPIs, and quality metrics for helpdesk operations.
• Partner with Real-Time Workforce Management to ensure consistent service delivery during peak periods.
• Establish productivity benchmarks and ensure adherence to escalation protocols for complex queries.

Knowledge Management System Ownership

• Build and maintain a centralized Knowledge Management System to support Tier 0 and Tier 1 resolution.
• Ensure content is regularly updated, searchable, and aligned with employee needs and feedback.
• Promote knowledge sharing and reuse across HR teams to improve consistency and reduce resolution time.

Process Governance & Documentation

• Own the documentation of helpdesk processes, SOPs, and escalation matrices.
• Ensure global standardization and scalability of helpdesk processes while accommodating local compliance needs.

Stakeholder Engagement & Continuous Improvement

• Collaborate with HR CoEs, IT, and other stakeholders to align helpdesk services with business needs.
• Analyze feedback and service data to identify trends, root causes, and opportunities for improvement.
• Lead initiatives to enhance employee experience and satisfaction with HR Direct services.

Educational & Experience Requirements:

• MBA in HR or related field.
• Minimum 7+ years of experience in managing or leading service/helpdesk operations, preferably in a shared services or HR operations environment.
• Proven experience with IVR systems, live chat platforms, and query management tools (e.g., ServiceNow, Zendesk).
• Strong background in process documentation, knowledge management systems, and service quality frameworks.
• Experience in designing user journeys and applying insights to improve service delivery.

Desired Skills & Competencies:

• Advanced Excel skills (including VBA, Macros); familiarity with data visualization tools is a plus.
• Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
• Excellent communication and stakeholder management skills.
• Passion for employee experience, digital adoption, and continuous improvement.
• High ownership mindset with a track record of delivering results in dynamic environments.