Team Lead HR Operations EMEA
Core
Lead a team of 16 HR Service Agents to deliver 1st line HR query and transaction resolution for all employees and managers in the EMEA region.
Role type
Senior HR Operations Team Lead (Service Desk)
Builds
HR service delivery platform and operational excellence for EMEA workforce
Domain
Human Resources / Shared Services / Logistics Industry
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and coaching, HR process knowledge, SLA/KPI analysis, stakeholder management, change management, data-driven decision making, case handling guidance
Preferred skills
Matrix organization experience, global HR model alignment, process improvement methodology
Technologies
Workday, SAP SuccessFactors, Case management tools, Microsoft Office (Excel, PowerPoint, Teams)
Responsibilities
Lead, coach, and develop a team of HR Service Agents; Monitor team KPIs and SLA adherence; Drive process improvements and knowledge base maintenance; Act as escalation point for complex HR cases; Report on team performance and operational insights
Seniority
Senior, hands-on IC with people leadership