Team Lead – HR Shared Services

• Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery.
• Manage and resolve complex employee inquiries received through multiple channels (e.g., ServiceNow, HR Portal), ensuring timely and compliant resolution aligned with SLAs.
• Oversee and ensure efficient administrative support for all HR processes, while maintaining adherence to SLAs and internal compliance standards.
• Monitor and manage transaction volumes, team workload, and case resolution metrics, sharing regular performance updates during HRSS service delivery meetings with stakeholders.
• Coordinate with internal HR teams and cross-functional departments to ensure seamless service delivery and support across all operational touchpoints.
• Ensure Standard Operating Procedures (SOPs) and process maps are consistently maintained, updated, and adhered to across all HR activities.
• Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team in collaboration with HR and business leaders to drive operational efficiency.
• Prepare and present performance trend reports, highlighting key insights, service gaps, and recommendations for improvement to HR leadership.
• Conduct regular quality checks and audits to validate data accuracy, compliance, and adherence to standard processes.
• Provide ongoing support, feedback, and performance development to team members, fostering a culture of continuous improvement and accountability.
• Act as the primary point of contact for HR stakeholders, building and maintaining strong relationships to ensure transparency and alignment on expectations.
• Proactively manage and resolve escalations, ensuring compliance standards are met and trends are analyzed to identify root causes and implement preventive solutions.
• Contribute to and lead larger HR projects or initiatives as required, supporting transformation, technology implementation, or service optimization efforts.
• Drive consistency in ways of working, ensuring standardized processes are implemented and continuously improved across the HRSS team.

Here are the desired Skills and Experience…

• Experience, preferably in a HR Shared Services function supporting European Union
• Should have at least 4 years of experience leading/managing a team of at least 7-10 employees

• Considerable experience in a HR Shared Services or HR Operations function
• Proficiency in data entry and maintenance in HR systems like Oracle and SAP.
• Excellent communication skills with the ability to articulate at all levels
• Experience in performing quality review of completed personnel and organizational data change actions
• Strong experience of enabling tools including in depth knowledge of Microsoft products. Skilled in analysis and reports.
• Adaptability to new technologies and regional complexities
• Exceptional customer service and collaboration skills

Graduate or Postgraduate with 8 - 10 years of experience in HR transactional and operational services.