Global People Services Tier 1 Team Lead

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This job is with Hitachi Digital Services, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Our Company
We're Hitachi Digital, a company at the forefront of digital transformation and the fastest growing division of Hitachi Group. We're crucial to the company's strategy and ambition to become a premier global player in the massive and fast-moving digital transformation market.
Our group companies, including GlobalLogic, Hitachi Digital Services, Hitachi Vantara and more, offer comprehensive services that span the entire digital lifecycle, from initial idea to full-scale operation and the infrastructure to run it on. Hitachi Digital represents One Hitachi, integrating domain knowledge and digital capabilities, and harnessing the power of the entire portfolio of services, technologies, and partnerships, to accelerate synergy creation and make real-world impact for our customers and society as a whole.
Imagine the sheer breadth of talent it takes to unleash a digital future. We don't expect you to 'fit' every requirement - your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.
In order to be considered, please submit your resume in English
The Team
The Tier 1 Team Lead is responsible for overseeing the daily operations of the Tier 1 HR Advisory team. This role ensures the timely and accurate processing of HR transactions through the case management system, providing first-level support to employees and managers on HR-related inquiries. The Team Lead will guide, coach, and develop Tier 1 Advisors while maintaining a strong focus on service delivery, compliance, and operational excellence.
The Role
Team Leadership & Development

• Supervise and support Tier 1 HR Advisors in day-to-day activities.
• Provide training, mentoring, and regular feedback to ensure high-quality service and team development.
• Monitor workload distribution and adjust as needed to ensure balanced capacity across the team.
  

Service Delivery & Escalation Management

• Ensure accurate and timely processing of HR transactions via the case management system.
• Serve as the point of escalation for complex or sensitive employee inquiries.
• Ensure adherence to internal policies, labor regulations, and confidentiality standards.
  

Performance & Process Management

• Monitor team performance against defined SLAs and KPIs; implement corrective actions when targets are not met.
• Analyze trends in case types and volumes to identify opportunities for process improvement.
• Drive initiatives to enhance operational efficiency, accuracy, and employee experience.
  

Collaboration & Communication

• Liaise with other HR teams (Tier 2, COEs, Payroll, HRBPs) to ensure end-to-end process alignment.
• Participate in cross-functional projects and initiatives aimed at improving HR services.
• Maintain clear and consistent communication across the team and stakeholders.
  

Compliance & Continuous Improvement

• Ensure compliance with labor laws, data protection regulations, and internal policies.
• Identify gaps or inefficiencies in existing procedures and recommend solutions.
• Promote a culture of continuous improvement, employee-centric service, and excellence.
  

What You'll Bring

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• Bilingual in English
• 3+ years of experience in HR Shared Services or a similar environment.
• 1+ year of experience in a team lead or supervisory role preferred.
• Strong understanding of HR processes and case management systems.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Proven ability to lead in a fast-paced, high-volume, and service-oriented environment.
• Knowledge in HRIS and ticketing platforms.
  

About Us
We're a global, 1000-stong, diverse team of professional experts, promoting and delivering Social Innovation through our One Hitachi initiative (OT x IT x Product) and working on projects that have a real-world impact. We're curious, passionate and empowered, blending our legacy of 110 years of innovation with our shaping our future. Here you're not just another employee; you're part of a tradition of excellence and a community working towards creating a digital future.
Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How We Look After You
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other

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