Colleague Services HR Support SME

Job Description

Recruiter: Anuradha Saldi

Hiring Manager: Aditya Jaiswal

Career Grade: F

Internal Closing Date:24 June 2026

Timings : 6:30 PM to 3:30 AM IST

About the role

The HR Operations Advisor 3 supports day-to-day HR operations, ensuring a seamless end-to-end colleague experience from hire to retire, while collaborating effectively with stakeholders and acting as a central point for clear and consistent communication across teams.

The role may require working in an inbound call environment and supporting night shifts depending on the aligned region.

What you will be doing (Role Accountabilities)

• Deliver and track HR Service Centre KPIs, addressing performance gaps proactively
• Enhance employee experience through feedback insights and continuous improvements
• Set clear team objectives and track progress through regular reviews
• Monitor and improve individual and team performance using key service metrics
• Ensure accurate, timely, and compliant management of HR data
• Apply and uphold security policies in all day-to-day activities
• Identify, report, and escalate security incidents as per defined protocols
• Provide ongoing coaching and feedback to build capability and performance
• Drive continuous improvement initiatives to increase efficiency and effectiveness
• Act as the first point of escalation for employees, managers, and HRBPs
• Investigate service issues and implement corrective and preventive actions
• Manage transitions and change initiatives to ensure smooth implementation
• Collaborate across teams and geographies to share best practices
• Lead transformation initiatives to improve service delivery and operational efficiency
• Identify and approve automation opportunities and develop self-service solutions
• Maintain and update HR knowledge platforms with accurate and relevant information
• Execute and operationalize HR policies consistently within the team
• Cascade process, policy, and system changes effectively to the team
• Coach team members for success through structured development approaches

What you’ll need to succeed (Skills & Experience)

• Strong understanding of compliance requirements and ability to follow them consistently.
• Ability to analyse data and use insights to support decisions.
• Clear and effective communication, both written and verbal.
• Ability to track performance using key metrics and take timely action.
• Problem-solving skills with a focus on resolving issues end-to-end.
• Ability to adapt to change and support others through transitions.
• Effective performance management through feedback and coaching.
• Continuous improvement mindset to enhance processes and services.
• Strong collaboration and stakeholder engagement skills.
• Ability to interpret and apply HR policies in practical situations.
• Confident and sound decision-making within role responsibilities.
• Proficiency in Microsoft Office applications.
• Good understanding of HR operations and service delivery.
• Growth mindset with a willingness to learn and improve.
• Adaptability and openness to new ways of working.
• Inclusive approach and ability to work effectively as part of a team.
• Strong interpersonal skills to build positive working relationships.

Experience

• Demonstrated experience in HR operations or shared services environments
• Proven ability to manage stakeholders and collaborate effectively across teams
• Hands-on exposure to process improvement and efficiency initiatives
• Experience supporting and implementing process or organisational changes
• Strong experience in working with performance metrics and service level targets
• Experience contributing to HR policy development or updates (preferred)
• Exposure to project or programme coordination activities (preferred)
• Experience onboarding, mentoring, or supporting team members (preferred)
• Ability to work in a fast-paced environment, managing multiple priorities and adapting to change
• Relevant HR qualification or degree (e.g., MBA in HR) or equivalent experience

BT Group’s Behaviours

Customer First

Prioritize customer needs in every decision and action.

Challengers

Challenge the status quo and bring innovative ideas to life.

Committed

Own outcomes and deliver with integrity.

Clear

Communicate openly and simply, ensuring alignment.

Connected

Collaborate across teams to achieve shared goals.

About the role

The HR Ops. Advisor 3 assists in the delivery of people processes and practices such as payroll programmes, HRIS management and data analysis related to employment, employee relations, employment practices and procedures, and recruiting.

What you’ll be doing

1. Assists with the implementation of related people strategies and standard operating procedures to support the achievement of the overall organisational strategic and operational objectives.
2. Assists with the delivery of processes and procedures for the organisation and ensures timely and accurate reporting of information, meeting all legal and regulatory requirements as well as performance objectives such as performance reviews and goal setting.
3. Assists in the delivery of specified function personnel record keeping related to matters such as new hires, employee reviews, promotions, transfers and separations and ensures that personnel records meet all standards of accreditation.
4. Works alongside HR professionals to support the implementation of transformation and change projects to improve the effectiveness of the business function.

Essential Skills / Experience

Desirable Skills / Experience

Our Package

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.