Team Leader Back Office

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”