About Freshworks

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 software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world 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 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

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

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.

We are looking for a Lead - HR Operational Excellence to join in our global HR operations team You will design, build and implement a service management framework and rigor for the global HR operations teams and necessary controls in place to drive HR service delivery.

• Support the team in creating and maintaining the process documentation i.e., Process maps, SOPs, various matrix using Lucid chart, MS Visio etc.
• Analyse processes and related datasets, create and update reports to better illustrate HR Operations trends and improvement opportunities.
• Performs quantitative analysis of key process indicators to identify opportunities for process improvement. Implement using KAIZEN and LEAN methodologies for all quick hit ideas. Interpret and translate the benefits to Businesses
• Baseline current performance and recommend metrics that would most greatly enable positive business outcomes.
• Develop and deliver training to the HR operations team to upskill the organisation as a whole on the road to service excellence
• Develop forecasting tools in support of team staffing considering the volume trend and HR initiatives.
• Manage, automate, and deliver standard reports to a wide range of stakeholders, create standardised dashboard analytics for HR and business leaders, perform ad-hoc analyses as needed to support business goals.
• Help drive communication, including project updates and other initiatives through approved site communication plan with the Internal customers and Business Leaders
• Shadow the work processed by different skills and identify opportunities for productivity improvements and build efficiency

• Someone with 6-9 Years of relevant experience in HR process improvement, operations excellence creating and maintaining the process documentation i.e., Process maps, SOPs etc ( must have)
• Six Sigma Green Belt Certified 
• Strong proficiency in Microsoft Excel and Oracle, or similar HR systems
• Strong interpersonal skills and ability to effectively communicate detailed information to internal and external customers
• Detail driven with emphasis on accuracy, coupled with the ability to see the broader picture
• Strong sense of accountability and sound personal judgment with the capacity to handle confidential information and escalate issues effectively
• Proactive and forward-thinking attitude and creative problem-solving ability
• Able to use existing data sources to model trends and communicate findings within a matrixes environment, able to create forecasting spreadsheets to support business planning
• Proficiency in applying Statistical analysis by using tools viz Minitab, Statistica etc
• Strong proficiency in Microsoft Excel and Oracle, or similar HR systems
• Excellent written and verbal communication skills
• Extremely strong analytical and quantitative skills and a track record for planning, doing and auditing work

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.