HR Operations Team Leader – Life Cycle

Your responsibilities

• Supervise and motivate the Life Cycle Team
• Coach and develop the team, ensuring clear objectives are set and aligned with the broader HR strategy.
• Identify development opportunities for the team, within the Life Cycle Team.
• Identify training needs for the Life Cycle Team and ensure all training is completed.
• Plan and manage the workflow and case management allocation across the team
• Monitor the case management system to ensure cases meet the agreed service standards, records are updated in a timely manner, responses are accurate and in line with process, and cases are closed or updated with follow up actions and dates.
• Identify and make recommendations for and deliver service improvements using best practice, customer feedback and feedback from the team.
• Manage HR cases and requests for sensitive populations, including HR for HR transactions, key new hires, and the Executive population.
• Support the provision of metrics dashboards & analysis of customer satisfaction trends, complaints, re-work, error rates etc.
• Build and maintain relationships with key stakeholders, through regular and open communication.
• Staffing & selection, integration of new staff to teams.

Our requirements

• Fluent English;
• Experience in supervising a team within HR Shared Service.;
• Solid stakeholder management and relationship building skills;
• Sound judgement and decision-making skills;
• Excellent analytical and problem-solving skills;
• Excellent customer service skills;
• High level of accuracy and attention to detail essential.

The purpose of this role is supervising the Life Cycle Team responsible for system transactions and clerical/administrative activities falling under the employee life cycle processes following standard operating procedures in a timely and quality manner with customer focus and sensitivity where required.

You will ensure that the employee experience is outstanding and that the team are delivering excellent customer service; managing all queries positively, efficiently and accurately, maintain data protection, handle sensitive and confidential information appropriately.