HR & Customer Operations Leader
Share
Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
We are seeking an experienced HR & Customer Operations Leader to lead end-to-end HR payroll and order management operations across multiple European regions. This leadership role is responsible for driving operational excellence ensuring regulatory compliance (European labor laws & GDPR) and managing SLA-driven service delivery across HR and customer-facing functions.
The ideal candidate will bring combination of the following attributes: strong multi-country payroll knowledge hands-on Oracle ERP exposure people leadership capability and experience managing high-volume transactional environments.
Key Responsibilities
1. Team Leadership & Service Delivery
- Lead coach and develop Payroll Specialists HR Advisors and Customer Care Representatives.
- Ensure SLA adherence across HR payroll and order management functions.
- Conduct performance reviews development planning and structured feedback sessions.
- Drive cross-training and operational continuity.
- Provide real-time production support when required.
2. HR & Payroll Management
- Oversee accurate pre-payroll processing across multiple European countries.
- Validate payroll inputs reconciliations one-off payments and compliance reporting.
- Manage year-end and audit-related payroll activities.
- Supervise employee lifecycle and HR advisory services.
- Ensure GDPR-compliant employee data management.
- Oversee visa immigration and relocation support processes.
3. Order Management & RMA Operations
- Manage end-to-end order processing (entry amendments cancellations).
- Oversee accurate RMA processing aligned with company policies.
- Resolve order-related queries and manage TAT expectations.
- Collaborate with Logistics Sales Finance and Supply Chain.
- Conduct dispute management and Root Cause Analysis (RCA).
4. Compliance & Controls
- Ensure adherence to European labor laws GDPR and internal policies.
- Maintain audit readiness and strong internal control frameworks.
- Identify operational risks and implement mitigation strategies.
- Ensure transactional quality standards across processes.
5. Reporting & Continuous Improvement
- Drive MIS reporting and operational dashboards.
- Conduct data analysis and prepare management presentations.
- Identify automation and efficiency improvement opportunities.
- Support system enhancements and transitions.
Qualifications :
Experience:
- 5-10 years of experience in HR operations payroll or customer operations.
- Minimum 2 years in a people management role.
- Experience supporting multi-country European operations.
- Exposure to SLA-driven global service environments.
Technical Skills (preferable):
- Strong knowledge of HRIS and payroll systems.
- Hands-on experience with Oracle ERP (Order Management).
- Advanced Excel and PowerPoint skills.
- Strong data analysis and reporting capability.
- Familiarity with GDPR compliance standards.
Competencies:
- Strong leadership and coaching capability.
- Excellent communication skills (English B2 is a must and German B2 is preferable).
- Ability to work in fast-paced high-volume environments.
- Strong analytical and decision-making skills.
- Customer-centric and quality-focused mindset.
Additional Information :
- Long-term job security with a permanent contract
- Additional health and life insurance coverage
- Generous annual leave
- Food vouchers and paid breaks
- Competitive salary and clear career progression
- World-class on-the-job training
- Work from our cozy Sofia office from Mon-Fri 09AM-06 PM
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Problem Management
- ISO 9001
- Process Improvement
- Warehouse Experience
- Business Management
- Project Leadership
- IT Service Management
- Project Management
- Strategic Planning
- DoD Experience
- Clamp Truck
- Leadership Experience
About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you ... View more
