We are hiring an experienced Global Services Operations Manager to lead a team of Employee and Labor Relations (ER/LR) Solutions Specialists that is responsible for flawless delivery and execution of the end-to-end ER/LR administration processes for the Europe-Middle East-Africa (EMEA) region.

Operations management

• Manage the day-to-day ER/LR Solutions activities delivered out of the Regional Hub/s and other local GSHR locations, maintaining proper staffing levels and team member training required for achieving target performance standards and service level agreements.
• Implement operational reviews and management systems, including quality audits, to ensure compliance to standards and achievement of SLAs, performance, and customer satisfaction targets.
• Ensure that customers, partners, and stakeholders are kept up to date with appropriate, timely, and relevant communication of trends, issues, and services.
• Proactively plan for project, system, and organizational contingencies to maintain business continuity
• Maintain close relationships with all HR partners to ensure tight integration and harmonious ways of working as part of the wider HR operating model.
• Serve as a contact and issue resolution point for senior leadership.
• Proactively gain/seek feedback from the business, employees and managers. Partner closely with other HR teams on customer experience survey results improvements.
• Ensure adherence to local HR policies and legal/compliance requirements. Enforcing sensitivity and confidentiality with employee personal data.
• Continuously work with the other service delivery and GEO teams in the standardization of processes

Project Management

• Implement continuous improvement opportunities to enhance delivery of services by reviewing and revising operational processes, policies, and standard operating procedures and work instructions and introduce key improvement plans for execution.
• Drive improvements on user experience, effectiveness, and efficiency in the area of responsibility.
• Drive automation and AI within the ER/LR Solutions teams
• Identify ER/LR Solutions areas for improvement on daily operational processes

People management

• Manage and empower team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, assess and provide constructive feedback for performance improvement. You will have 2 direct and around 10 indirect reports.
• Lead global, diverse team of talents and enable a Credo-based & High-Performance Culture within team.
• Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through team members.
• Lead team engagement to promote achievements and continuous improvement

• 6-10 years of progressive HR experience (preferably in HR Shared Services), with minimum 3 years in a people leading role
• Experience from shared services in an international corporate company is essential
• Fluent English spoken and written
• Strong leadership skills; operates as a regional leader with understanding and appreciation for country differences
• Strong people leader, people developer and positive atmosphere builder
• Ability to build and maintain strong partnership with key business partners
• Demonstrates customer orientation and customer service skills
• Operational Excellence experience, including management of SLA’s and KPI’s
• Ability to problem-solve service delivery issues and manage stakeholders.
• Experience managing third-party service providers and working with structured service delivery methodologies (governance, issue management, relationship management).
• Excellent written and verbal communication
• Technology Savvy
• Great work ethic, sensitively handling confidential information.
• Travel: occasionally