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The Lead, HR Shared Services – Total Rewards & Performance is the Tier 2 subject matter expert within the HR Shared Services organization, providing specialist operational support across Compensation, Benefits, and Performance Management.

This role serves as the primary escalation point for complex, non-standard, and high-impact employee cases that cannot be resolved through Tier 0 self-service or Tier 1 operations. Working closely with the Total Rewards and Performance COEs, HR Business Partners, Payroll, HRIS, Finance, and external vendors, the role ensures consistent, policy-compliant, and high-quality service delivery.

Beyond specialist case resolution, the role drives operational excellence by improving processes, strengthening the knowledge base, enabling Tier 1 teams, supporting system enhancements, and delivering small-scale projects and continuous improvement initiatives that enhance the employee experience.

Specialist Support & Escalation Management

• Serve as the Tier 2 subject matter expert and primary escalation point for complex Compensation, Benefits, and Performance Management cases.

• Resolve non-standard and high-impact employee and manager cases requiring policy interpretation, specialist expertise, or delegated approval authority.

• Provide subject matter guidance to Tier 1 teams on complex cases, policy interpretation, and operational processes.

• Ensure escalated cases are resolved within agreed service levels while maintaining high standards of quality, consistency, and customer experience.

• Conduct root cause analysis on recurring issues and recommend sustainable corrective actions.

Compensation Operations

• Manage complex compensation-related cases, including off-cycle salary adjustments, compensation corrections, incentive and bonus calculations, pay equity inquiries, and market adjustment requests.

• Support cross-border compensation scenarios in partnership with Payroll, HRIS, Finance, and Global Mobility teams.

• Validate compensation calculations and investigate payroll impacts arising from compensation changes.

• Support annual compensation review processes by managing operational exceptions and escalations.

Benefits Operations

• Resolve complex benefits eligibility, enrollment, life event, and claims-related issues.

• Partner with payroll, benefit providers, insurers, and internal stakeholders to investigate and resolve benefit discrepancies.

• Interpret benefits policies and provide guidance on unique employee scenarios.

• Support operational readiness for annual benefits enrollment and renewal activities.

Performance Management Operations

• Manage escalated cases relating to performance management, including calibration disputes, rating corrections, process exceptions, and system-related issues.

• Support annual and mid-year performance review cycles by resolving operational escalations and ensuring adherence to established processes.

• Partner with HR Business Partners and business leaders to resolve complex operational issues while ensuring consistent application of performance policies and processes.

Governance & Operational Excellence

• Ensure all Tier 2 activities comply with company policies, governance standards, audit requirements, and regulatory guidelines.

• Monitor case trends, identify recurring issues, and recommend improvements to processes, documentation, and service delivery.

• Develop operational insights and reports to improve service quality and reduce repeat escalations.

• Partner with HRIS teams to support system enhancements, configuration changes, testing, and release activities impacting Total Rewards and Performance operations.

Knowledge Management, Capability Building & Continuous Improvement

• Develop, maintain, and enhance SOPs, knowledge articles, operational playbooks, and support documentation.

• Enable Tier 1 teams through knowledge sharing, documentation, and guidance to improve first-contact resolution and service consistency.

• Partner with AI and Knowledge Management teams to improve self-service content and expand Tier 0 resolution capabilities.

• Own or contribute to small-scale projects and continuous improvement initiatives across Total Rewards, Benefits, and Performance Operations, including process optimization, automation, reporting enhancements, system improvements, and operational excellence initiatives.

• Participate in User Acceptance Testing (UAT), change management activities, and implementation of new processes, technologies, and system enhancements.

• Support operational readiness for annual compensation, benefits, and performance cycles through documentation, communications, and stakeholder enablement.

• Bachelor's degree in Human Resources, Business Administration, or a related discipline.

• 6+ years of experience in HR Operations, HR Shared Services, Compensation, Benefits, Performance Management, or Total Rewards.

• Demonstrated experience managing complex HR operational cases and working across multiple stakeholder groups.

• Experience supporting regional or global HR operations is preferred.

• Experience with Workday or a comparable HRIS platform is highly desirable.

Skills & Competencies

• Expertise in Compensation, Benefits, and Performance Management operations.

• Strong understanding of HR Shared Services delivery and tiered support models.

• Ability to interpret HR policies and apply sound judgment to complex employee scenarios.

• Experience with Workday or equivalent HRIS platforms and related HR processes.

• Strong case management and escalation resolution skills.

• Excellent analytical thinking, problem-solving, and root cause analysis capabilities.

• Proven stakeholder management and collaboration skills, with the ability to influence and partner effectively across HR, Payroll, Finance, HRIS, and COEs.

• Continuous improvement mindset with experience driving process optimization, automation, and small-scale operational projects.

• Strong project coordination, change management, and operational execution skills.

• Excellent communication skills, attention to detail, and customer-centric approach with a focus on operational excellence.

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.