About this role
Role Summary
Provide advanced HR expertise and act as a trusted advisor to customers, managers, and stakeholders. Own complex service delivery activities, lead improvement initiatives, manage customer relationships, and support the development of team members while ensuring excellent service delivery.
Your Responsibilities
- Build and maintain strong relationships with customers and senior stakeholders and act as a trusted advisor on HR operational matters.
- Manage complex customer requirements and expectations, driving customer satisfaction through proactive engagement and supporting long-term partnerships.
- Own complex HR service delivery processes and cases, providing expert guidance on HR policies, procedures, and best practices.
- Ensure service quality, compliance, operational excellence, and SLA achievement.
- Coordinate activities across multiple stakeholders and functions.Lead HR-related projects, process improvement initiatives, and transformation activities.
- Drive process standardisation, operational excellence, and implementation of new HR solutions and service enhancements.
- Provide expert advice to clients and managers on HR topics and recommend solutions aligned with business and customer needs.
- Facilitate workshops and stakeholder discussions and support organisational decision-making through HR expertise.
- Handle complex customer and employee escalations, lead resolution of service-related issues, perform root cause analysis, and implement corrective actions.
- Support quality improvements and risk mitigation activities.Provide day-to-day leadership and support to team members, including onboarding, performance and development discussions.
- Monitor workload distribution and team effectiveness and foster collaboration, engagement, knowledge sharing, and service excellence
Your Responsibilites
Customer Management
- Build and maintain strong relationships with customers and senior stakeholders.
- Act as a trusted advisor on HR operational matters.
- Manage customer expectations and drive customer satisfaction.
HR Service Delivery
- Own complex HR service delivery processes and cases.
- Provide expert guidance on HR policies, procedures, and best practices.
- Ensure service quality, compliance, and SLA achievement.
Advisory & Consulting
- Provide expert advice to clients and managers on HR topics.
- Facilitate workshops and stakeholder discussions.
- Recommend solutions aligned with customer and business needs.
Escalation Management
- Manage complex customer and employee escalations.
- Lead resolution of service-related issues and implement corrective actions.
People Management
- Lead, coach, and support team members.
- Conduct performance and development discussions.
- Foster collaboration and knowledge sharing.
Process Improvement & Projects
- Lead HR projects and process improvement initiatives.
- Support change, transformation, and service enhancements.
Your Experience and Skills
- Bachelor's or Master's degree in HR, Business Administration, Economics, or related field.
- 5+ years of experience within HR Services, HR Operations, Shared Services, or HR Consulting.
- Strong expertise in employee lifecycle management and HR operations.
- Excellent stakeholder management capabilities.
- Experience leading projects and process improvements.
- Strong problem-solving and analytical skills.
- Ability to manage complex situations and customer environments.
What we offer
- Hybrid working mode, offering flexibility and work-life balance
- Opportunities for professional development and career progression
- A dynamic, inclusive, and collaborative work environment
- The opportunity to contribute to a global leader in HR and payroll services
- Benefits
- Flexible working hours can be arranged in agreement with the manager
- Work from home allowance
- Annual leave entitlement: 25 days
- Summer working hours: Reduced to 36h per week during August
- Flexible benefits with Cobee (Health Care, Meal voucher, Childcare, Transportation, Discounts and Perks)