Team Leader Back Office

KEY ACCOUNTABILITIES 

Responsible for one or more of the following: 

• HR Advisor in large and complex organization supporting EMEA Employee base 

• Building, maintaining and leading a specialized team through effective recruiting, training, coaching, team building, and succession planning 

• Working alongside other People Services leaders to continuously develop & improve the shared service team 

• Partner with relevant key HR stakeholders to manage and develop standardized processes and procedures across the region, ensuring team compliance of local legislations 

• Overseeing a customer-focused administrative/transactional function that meets SLAs and KPIs 

• Developing, maintaining, and continuously improving processes, systems and technology, measurement practices, and metrics reporting for the broader People community 

• Ensuring the effective management of logged cases and ensuring the work of the team meets the required standards 

• Effectively dealing with escalated queries, ensuring any issues are dealt with in a prompt and professional manner 

• Providing input to all HR teams for updates and upgrades to products and systems  

• Maintaining confidential department records and office files in accordance with internal company procedures 

• Creating/editing written communications, reports, or other items on a daily basis 

• Maintaining direct ownership of tasks/projects 

• Creating and maintaining a culture that inspires and empowers the team 

JOB REQUIREMENTS & QUALIFICATIONS 

• Bachelor’s Degree holder with 4+ years in HR operations - team leadership roles are an advantage 

• Excellent understanding of HR issues, processes and procedures 

• In depth knowledge of transactional processes to enable interpretation for policy and guidance to customers 

• Knowledge of and experience with HR Services, including workflows / processes, hire to retire 

• Experience of working in a customer-focused environment, ideally working to SLAs 

• Experience of managing a team and ability to demonstrate achievement of performance and efficiency benefits through coaching and people development  

• Excellent verbal and written communication skills in English 

• Ability to balance demands and priorities 

• Ability to proactively identify opportunities to improve the service 

• Experience of working within a large and diverse organization 

• Experience of working with ServiceNow and Workday or other similar HR technology is desirable  

• Strong customer service skills 

• Demonstrates critical thinking