Position is responsible for ensuring the EMEA HR Shared Service Team deliver an excellent employee experience, supporting employee and manager queries and a timely and thorough manner.

• Ensures that team is able to provide day-to-day support to managers and employees including queue monitoring, reassignment of cases and simple escalations.
• Ensures team SLAs/KPIs for timeliness measures and accuracy measures are met; including facilitation of audits for HR cases and transactions.
• Provide day-to-day escalation support for manager and employees in resolving standard enquiries/ exemption cases.
• Conducts in-depth data collection, checking and analysis; to help manage, plan, and improve service delivery activities and results.
• Maintain an ongoing communication with HR stakeholders, managers and employees, which facilitates clarity of process, policy and administration.
• Respond to escalated enquiries/issues regarding HR policy and procedure, the HR Portal and HR self-service forms associated with particular HR transactions.
• Position interacts with managers, prospective candidates and employees via e-mail, web requests, live chat and phone.
• Maintain ongoing communication with managers and employees, to capture changes in policy or process and facilitate timely updates to Knowledge base, and team is kept up to date.
• Advocates a knowledge centered support philosophy and shared service scope growth, working with HR stakeholders to transfer activities into the shared service and facilitate documentation of process documents, knowledge review and improvement – considering the employee experience at the center of the review.
• Participate in continuous improvement of processes, tools and reports. Takes the lead on projects or initiatives.
• Team management will include recruiting and onboarding employees, training and coaching; KPI and SLA management and reporting; workload balancing; performance management and offboarding of employees.

• 5+ Years in HR Shared Service Management position
• Experience of Workday and ServiceNow are essential
• Experience of remote team management
• Full competence in Microsoft Office products
• Ability to interpret and report data accurately to drive decision making
• Adaptable and agile mindset
• Continuous improvement experience