Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.
 
Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering—for each other, for our customers, and ultimately for the people who rely on the services we support.
Discover what your 25,000 future colleagues already know:
 
Why Syneos Health
• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. 

Job Responsibilities

The HR Operations Team Lead is responsible for managing Tier-level service delivery within the People Operations team. This role oversees day-to-day operations, leads a team of People Operations professionals, and ensures consistent, high-quality service aligned with business needs. The Team Lead acts as a strategic partner, leveraging deep knowledge of Workday, ticketing systems, and People Operations processes to drive operational excellence, resolve escalations, and implement continuous improvement initiatives.

Job Responsibilities

• Lead and manage a team of People Operations professionals delivering Tier 1–2 services across People Operations.
• Set team goals, monitor performance, and conduct coaching, feedback, and development sessions.
• Oversee workload distribution, scheduling, and resource planning to ensure SLA adherence and coverage.
• Resolve escalated employee and manager inquiries, ensuring timely and compliant resolution.
• Utilize Workday and ticketing tools to monitor service delivery, identify trends, and drive improvements.
• Manages schedules and ensures ample coverage during high volumes or absences to meet the business needs. 
• Collaborate with HR Centers of Excellence (COEs), HRBPs, and cross-functional teams to support integrated service delivery.
• Analyze operational metrics and employee feedback to identify root causes and recommend process enhancements.
• Ensure compliance with global and local employment laws, GDPR, SOX, and internal policies.
• Lead team participation in People Operations projects, change initiatives, and system upgrades.
• Foster a culture of accountability, collaboration, and continuous learning.
• Other similar and/or related duties as may be assigned per business needs

Qualification Requirements

• Bachelor’s/master’s degree in human resources, Business Administration, or related field.
• 10 –15 years of progressive experience in HR operations or shared services, including team leadership, working in global/regional environment.
• Deep expertise in Workday HCM and ticketing/case management tools.
• Experience in applying AI technologies within HR processes.
• Strong decision-making, problem-solving, and stakeholder management skills.
• Proven ability to lead teams, manage escalations, and drive performance.
• Effective communication skills with the ability to listen, thoughtfully solve problems, and realize successful, collaborative results.
• Experience in process improvement, change management, and service delivery optimization.
• High ethical standards and commitment to confidentiality and compliance.
• Minimal travel may be required (up to 10%).

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.
 

http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive.  The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above.   Further, nothing contained herein should be construed to create an employment contract.  Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees.  The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.