Helpshift, a Keywords Technology, is a comprehensive end-to-end customer support and engagement platform that seamlessly operates across digital platforms, including mobile, web, PC, console, and XR experiences. Engineered with an AI-first approach, Helpshift improves customer experience and agent productivity through a unified solution for self-service, conversational support, and ticketing.
In December of 2022, Helpshift joined Keywords Studios, an international technical services provider to the global video games industry. With over 13000+ people and 70+ studios located in Asia, Australia, the Americas and Europe, Keywords Studios provides integrated art creation, marketing services, game development, testing, localization, audio and player support services across more than 50 languages and 16 games platforms. Since joining Keywords Studios, Helpshift offers customers with a complete bespoke end-to-end consumer engagement experience including customer support, trust & safety moderation, community management, and VIP Engagement & Growth.
Job Summary
The Manager – People & Culture will be responsible for leading and managing the People & Culture (HR) function in Helpshift. The role involves overseeing the talent attraction, retention and development strategy, business partnering and day-to-day stakeholder management in the studio. The role shall have hands-on ownership of HR operations, employee engagement, internal communication, grievance redressal, compliance, and implementation of company-wide HR policies. As the studio lead for HR, the incumbent will ensure seamless HR delivery while fostering a positive and inclusive studio culture. This is a managerial role that requires strong operational execution and people management skills.
Key Responsibilities
Strategic Support and Business Partnership
- Work with P&C Country Manager and partner with the leadership team in designing, implementing and enhancing people programs aimed to attract and retain top talents for the business
- Collaborate with Talent Acquisition team to ensure that employer branding, talent sourcing and talent acquisition strategy supports business growth
- Oversee the performance management process and create learning pathways to develop future-ready skills and drive business excellence
- Design and review reward programs to engage talents and motivate performance
- Provide guidance on organizational designs/structures and critical people issues to drive operational efficiency, business performance and ensure labor regulatory compliance
HR Operations & Compliance
- Oversee and ensure smooth execution of core HR processes including onboarding, offboarding, payroll coordination, benefits planning/administration, and HR documentation
- Ensure timely and accurate statutory compliance (EPF, ESI, Gratuity, LWF, Professional Tax, etc.) in collaboration with vendors and internal teams
- Support audits (internal/statutory/compliance) by preparing and maintaining required documentation and records.
- Maintain up-to-date employee data, HRIS, and reports in alignment with audit and reporting requirements
Employee Engagement & Experience
- Plan, organize, and lead employee engagement initiatives including monthly activities, festival celebrations, leadership connects, milestone recognition, and employee wellness programs
- Drive studio-level programs to support motivation, morale, and team bonding aligned with the company’s values
- Administer employee recognition programs and regularly assess effectiveness and participation
- Conduct feedback sessions, skip meetings, and periodic check-ins to gather insights and suggest improvements
Internal Communication & Culture
- Own studio-level communication initiatives such as leadership messages, event announcements, internal campaigns, etc.
- Ensure internal communications are timely, engaging, and aligned with broader company messages
Employee Relations & Grievance Handling
- Serve as the escalation point of contact for employee concerns, complaints, and grievance redressal in the studio
- Handle issues with empathy, professionalism, and in alignment with company policies and escalation matrices
- Counsel leaders and employees where required and maintain transparent and confidential communication channels
Reporting & Analytics
- Maintain and publish HR dashboards, MIS, and monthly reports on employee engagement, attrition, headcount, and compliance
- Share weekly and monthly updates with key stakeholders and HR leadership
Team Management & Collaboration
- Provide leadership support and guidance to P&C team members as they deliver timely and efficient services to the business
- Coordinate and work closely with interdepartmental Leads and other service providers to ensure smooth operations and employee experience
- Collaborate with other P&C teams within and beyond India to ensure delivery of critical people and culture programs and initiatives
Qualifications & Skills
- Postgraduate degree/diploma in Human Resources or related field
- 12 + years of total HR experience, with 4–5 years in a managerial role, preferably in a mid-sized technology, product or gaming industry and global/multi-national environment
- Strong knowledge of Indian labour laws and statutory compliance requirements
- Hands-on experience on all HR facets such as employee engagement, HR operations, total rewards, talent development, etc.
- Excellent interpersonal skills with the ability to build trust and rapport across levels
- Strong communication, planning, and execution capabilities
Role Information: IN
Studio: Keywords Studios (Helpshift)
Location: Asia Pacific
Area of Work: People & Culture
Service: Engage
Employment Type: Full Time
Working Pattern: In Office
