Job Title

Team Leader Back Office

Job Description Summary

We’re looking for a team leader to manage a dedicated back office team of 3-4 HR Advisors within our People Services organization. In this pivotal role, you’ll oversee the delivery of efficient, customer-focused Tier 1 HR services all across our EMEA business, ensuring SLA targets are met while championing continuous improvement. You’ll play a key role in streamlining operations, driving process automation, and supporting the ongoing transition of services from onshore teams while handling more complex cases as part of operation of this team. If you’re passionate about operational excellence and elevating the employee experience, we want to hear from you.

Job Description

 

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 

INCO: “Cushman & Wakefield”