Job Description

Designation:

Team Manager (TM)

Business Vertical:

IOA

Reporting Manager:

Service Delivery Manager (SDM)

Location:

Bangalore (Work from Home)

Typical Background:

7-10+ years in HR Service Delivery / HR PMO / Knowledge Management, leading content or QA teams; strong governance & stakeholder management

Role Purpose:

Own delivery outcomes (quality, safety, TAT), enforce policy?true standards, and run governance with client POCs (Product & VMO). Lead calibration, reporting, and continuous improvement.

Core Responsibilities:

Set quality goals (Correctness, Helpfulness, Safety) and run the calibration & sampling plan across Rating & Writing. Approve policy?sensitive content; make final calls on escalations with HR SMEs. Publish weekly WBR dashboards (Quality, Safety, TAT, productivity) and lead RCAs on misses with clear CAPA. Manage capacity & load balancing across pods; maintain trained buffer per contract expectations. Govern change control (rubrics, templates, gold sets), risk logs, and dependencies with client teams. Lead cross-pod alignment on rubric interpretation and edge-case handling; ensure consistency in judgment. Anchor policy fidelity in content workflows; ensure AI-generated outputs reflect HR SOPs and compliance standards. Drive reviewer upskilling and readiness; build a bench of policy-literate QA talent. Partner with client Product and VMO teams to phase in policy changes and close feedback loops with model trainers. Maintain audit readiness through traceable decision logs, escalation records, and version-controlled QA assets.

Must-Have Experience:

Leadership in HR service operations with measurable quality outcomes. Strong command of policy interpretation, content governance, and risk/safety controls in HR contexts. Executive?ready communication; able to align Product and VMO stakeholders. Experience driving structured QA programs, RCA/CAPA cycles, and stakeholder governance in high-volume environments.

MINIMUM QUALIFICATIONS:

Bachelor's Degree, Human Resources or equivalent combination of education, training and or relevant work experience. 10-15 years in HR domain with experience reviewing HR content. Strong consulting skills with all levels of management and the ability to articulate concepts and organizational perspectives in a clear and concise manner. Ability to work independently, achieve deliverables within tight timeframes, and work effectively in a diverse, collaborative environment. Strong focus on quality of work and attention to detail. Excellent written, verbal and presentation communication skills. Exposure to core HR processes , Working knowledge of HR and CMS systems Familiarity with HR systems, case tools, and content platforms. * Strong fluency in English and analytical review skills.