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HR Operations Director
2 semanas atrás
Job Summary
We are seeking a seasoned Service Team Lead to oversee the daily operations of our HR Advisory team. This role requires a strong leader who can guide, coach, and develop their team members while maintaining a focus on service delivery, compliance, and operational excellence.
Key Responsibilities:
- Team Leadership & Development: Supervise and support HR Advisors in day-to-day activities, provide training, mentoring, and regular feedback to ensure high-quality service and team development.
- 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, and 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, and drive initiatives to enhance operational efficiency, accuracy, and employee experience.
- Collaboration & Communication: Liaise with other HR teams to ensure end-to-end process alignment, participate in cross-functional projects and initiatives aimed at improving HR services, and 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, and promote a culture of continuous improvement, employee-centric service, and excellence.
Requirements:
- 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, diverse team of professional experts, promoting and delivering Social Innovation through our initiative and working on projects that have a real-world impact. We're curious, passionate, and empowered, blending our legacy of innovation with our shaping our future. We champion diversity, equity, and inclusion and want you to be you, with all the ideas, lived experience, and fresh perspective that brings.
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 champions of life balance and offer flexible arrangements that work for you. 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 an equal opportunity employer and welcome all applicants for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. If 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.
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