Senior Team Leader - HR Operations EMEA
Senior Team Leader - HR Operations EMEA
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Job Description
Position Summary:
Lead and oversee HR Operations teams delivering Tier 1 services across data management lifecycle administration onboarding/offboarding and benefits processing. Ensure operational excellence compliance and positive employee experience in alignment with service level commitments.
Key Responsibilities:
People Management:
Provide effective leadership coaching and mentoring to team members to drive performance and engagement.
Create a culture of service excellence continuous learning and operational accountability.
Manage team performance ensure objectives SLAs and quality standards are consistently met.
Serve as a role model and technical expert providing timely guidance and support on escalations and complex issues.
Identify competency gaps and development needs implementing upskilling buddying and coaching as appropriate.
Recognize and recommend high-potential talent for further development and succession planning.
Support team well-being by fostering a positive working environment and proactive issue resolution.
RESOURCE MANAGEMENT
Allocate workload and responsibilities effectively across the team to optimize capacity and ensure delivery.
Plan and monitor resources to meet transition and operational demands escalating resource constraints to the Team Manager.
Oversee scheduling and leave planning to maintain service continuity particularly during peak periods.
Coordinate knowledge transfer and training during service transitions.
Determine job rotation to strengthen capability and maintain engagement.
SERVICE MANAGEMENT & CONTINUOUS IMPROVEMENT:
Achieve and sustain performance targets SLAs and customer satisfaction KPIs.
Regularly review team metrics and customer feedback to identify areas for process optimization.
Lead and participate in monthly business reviews with stakeholders to address issues and build strong partnerships.
Contribute to the refinement and documentation of Standard Operating Procedures (SOPs) policies and work instructions.
Drive continuous improvement initiatives to enhance service delivery efficiency and compliance.
Support the development and execution of User Acceptance Testing (UAT) scripts for system enhancements and upgrades.
Ensure accurate tracking of reverse SLA commitments and resolution of exceptions in collaboration with relevant teams.
Champion process simplification automation and standardization initiatives.
Monitor and ensure that all improvement projects are delivered on time within scope and budget.
Job Requirements:
Education:
- Bachelors degree in HR Business Administration or related field
Experience:
- Demonstrated experience in L&D operations or training administration.
Special Skills & Competencies:
- Strong working knowledge of HR operational processes
- Excellent people management coaching and conflict resolution abilities.
- Solid understanding of SLA/KPI tracking reporting and service excellence principles.
- Proficiency in process documentation (SOPs work instructions guides).
- Comfortable with continuous improvement identifying gaps and implementing solutions.
- Strong stakeholder engagement skills.
- High level of attention to detail and data accuracy.
- Familiarity with HR regulations and statutory compliance in the UK and EU (e.g. GDPR Working Time Regulations).
Key Performance Indicators (KPIs) & SLAs:
- SLA Compliance: 95% of transactions completed on time
- Data Accuracy: 99% accuracy on all employee records & transactions
- Case Resolution Time: 90% of tickets resolved within 2 business days
- First Contact Resolution (FCR): 80%
- Customer Satisfaction (CSAT): 85% positive rating
- Knowledge Base Proficiency: 100% of SOPs/work instructions updated annually
- Team Engagement: 75% engagement score in internal surveys
- Process Improvement: Minimum 2 improvement initiatives implemented/year
Required Experience:
Senior IC
Employment Type
Full-Time
