Why This Job is Featured on The SaaS Jobs
HR Operations roles are often underplayed in SaaS, yet they become pivotal as cloud businesses expand across regions and standardise how teams are supported. This listing stands out because it sits at the intersection of shared services design, HR technology leverage, and cross-border compliance, all themes that show up when SaaS companies move from locally managed processes to global operating models.
For a SaaS career, the long-term value here is the chance to build fluency in the operational mechanics behind scale. Work centred on SLAs, KPIs, and data integrity in an HRIS such as Workday translates well across SaaS environments where leaders expect measurable service delivery and reliable systems of record. The emphasis on automation and workflow optimisation also mirrors how SaaS organisations continuously reduce friction for internal users, not only external customers.
This role is best suited to an HR operations professional who prefers structured problem-solving and is comfortable acting as a senior escalation point while improving the underlying process. It will appeal to someone who enjoys working across geographies and can switch between detail-level execution and programme-level standardisation, particularly in a London-based, hybrid office rhythm.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Company Description
Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
Fresh vision. Real impact. Come build it with us.
Job Description
- Process Oversight & Delivery: Act as a senior point of contact for complex HR queries and lifecycle transactions, ensuring they are completed in line with established global processes. Execute a multi-year strategy for the HR Shared Services Center (HRSSC), transitioning from decentralized local models to a unified global hub.
- Process Excellence & Standardization : Drive the "Global Standard" by minimizing local exceptions and ensuring all SOPs (Standard Operating Procedures) are documented and followed.
- HR Technology :Optimize the use of HR technology (e.g., Workday, Freshservice etc to streamline workflows ,improve the user interface and thereby improve Employee Experience. Drive and Co-Lead other automation opportunities within HR Operations.
- Shared Services Optimization: Identify opportunities for process improvement and contribute to the design of future-state solutions that enhance end-to-end HR service delivery.
- Global Collaboration: Build and maintain deep working relationships across functional areas and geographies to ensure consistent operational standards.
- Compliance & Audit: Ensure all HR activities comply with Freshworks policies and regional regulations, supporting monthly data audits and maintaining accurate personnel files.
- Cross-Functional Projects: Contribute to HR technology and transformation projects, acting as a regional expert to help steer change management initiatives.
- Stakeholder Partnership: Effectively partner with HR COEs, Business Partners, and leadership to ensure key stakeholders are working collaboratively to meet organizational goals.
- Payroll & Data Integrity: Partner with the Global Payroll team to ensure accurate data flow and maintain high standards of data integrity within HR systems (e.g., Workday)
- Operational Rigour - Establish and monitor SLAs and Key Performance Indicators (KPIs) to ensure operational excellence and accountability.
- This role will be based in our London office and requires an in office presence 3 days per week.
Qualifications
Experience: 6 years of HR Operations/Shared Services experience, preferably within a fast-paced global technology company. Possesses a strong understanding of European regional requirements, particularly across the UK, France, and Germany. Ability to prioritise, high bias for action, and focused on outcomes.
Language Requirements: Full professional fluency in English (written and spoken) is required, and professional fluency in French (written and spoken) is a must.
System Knowledge: Proven experience with HRIS platforms (Workday preferred) and a strong focus on data integrity.
Process Mindset: Deep understanding of the employee lifecycle with a demonstrated ability to contribute to process optimisation and service delivery improvements.
Global Environment: Ability to navigate global stakeholders and collaborate effectively across different time zones.
Regional Expertise: Solid understanding of employment laws, specifically Germany, France and UK benefits, and HR compliance standards.
Domain Expertise: Deep understanding of the Hire-to-Retire lifecycle and experience with global process excellence methodologies
Skills: Detail-oriented, results-driven, and capable of managing HR projects with a sense of urgency.
CIPD Level 3 Foundation Certificate in People Practice certification.
Additional Information
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.
