HR Operations Lead [T500-22703]

About ANF

At ANSR, we operate A&F Co. Bengaluru, a hub of digital transformation delivering services exclusively to our client, Abercrombie & Fitch Co. (A&F Co.). A&F Co. is a global, digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.

HR Operations Lead Workday Support

About the Role

The HR Operations Lead drives a seamless digital employee experience by leading Tier 1 HR support focused on Workday. This role oversees a growing team that resolves associate inquiries, supports HR processes, and maintains high service quality across global regions. You will work closely with HR Product, Workday SMEs, and Platform Engineering partners to continuously improve how associates interact with HR technology and services.

What Youll Do:

• Lead and coach a team of HR Operations Analysts delivering Tier 1 Workday support across HR processes (job changes, time and scheduling, pay, benefits, recruiting, talent, etc.)
• Own day-to-day operations of the HR service desk: staffing, workload balancing, SLA performance, and case quality
• Monitor and triage Workday issues in partnership with HR Platform teams and IT Help Desk
• Collaborate with HR Product and Platform teams to ensure smooth deployments of changes, releases, and new features
• Partner with HR Product, Platform, COEs, DC & Store Operations, and HRBP teams to ensure all SOPs, guidance, and knowledge base content are current and continuously improved
• Assist with generating and troubleshooting basic reports in Workday
• Analyze case data to identify recurring issues, root causes, and opportunities to automate or simplify processes
• Maintain the highest standards of HR data accuracy, compliance, and confidentiality
• Support onboarding and continuous capability development for Tier 1 analysts, raising Workday fluency across the team

What You Bring:

• 6-9 years in HR shared services, HR operations, or service delivery roles, with direct Workday support experience
• Prior people leadership or team-lead experience in a case-based support environment
• Strong understanding of Workday HCM transactions and workflows; exposure to Scheduling, Recruiting, Payroll, Time Tracking a plus
• Hands-on experience with ServiceNow, Workday Help, or similar ITSM/case management tools
• Clear communicator able to simplify guidance and drive high associate satisfaction
• Data-driven approach with comfort using dashboards and analytics to manage performance
• Ability to collaborate with technical and non-technical teams to resolve issues quickly
• Bias for continuous improvement and operational rigor

Success Outcomes:

• Consistently high first-contact resolution and CSAT scores
• Reduced handoffs through improved Tier 1 capability and better knowledge content
• Smooth Workday releases with minimal support disruption
• Scalable, documented SOPs that elevate global HR service delivery