KEY RESPONSIBILITIES:
Your role as a People Operations Team Lead is to guide the delivery of People Advisory services, manage and mentor a multi-cultural, geographically distributed team of People Advisors, and ensure alignment with regional and global People Operations strategy.
You will be responsible for:
Team Leadership & Capability Development
Lead, coach, and develop a team of People Advisors to consistently meet SLAs, quality standards, and service excellence goals.
Create a highly engaged, motivated, and inclusive team environment where individuals feel valued, supported, and empowered.
Conduct regular 1:1s, performance reflections, and MPACT conversations, including Individual Development Plans.
Mentor team members on complex people matters, strengthening advisory capability and decision-making confidence.
Foster a culture of accountability, inclusion, continuous learning, and customer-centric service.
Support workforce planning, onboarding, and capability building within the advisory team.
Operational Excellence
Lead daily operations related to case management and employee advisory interactions, ensuring efficient workload distribution and resolution.
Monitor service performance including backlog, turnaround times, quality scores, and customer satisfaction.
Ensure adherence to standard processes, policies, compliance requirements, and data privacy standards.
Identify trends, pain points, and inefficiencies in service delivery and lead continuous improvement initiatives.
Drive process optimisation, simplification, and standardisation to enhance service quality and efficiency.
Partner with technology and global teams to support automation and system enhancement initiatives.
Embed a continuous improvement mindset within the team, encouraging ideas and ownership for service enhancements.
Partner closely with People Partners, Rewards, Payroll, TAA and other SMEs to ensure seamless employee lifecycle support.
ÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂRegional & Global Collaboration
Support the implementation of regional and global People initiatives and process changes within the cluster.
Act as a key liaison between global People Operations and local advisory teams, ensuring alignment and feedback loops.
Contribute regional insights and data to inform global service improvements and people strategies.
ÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂÃÂâÃÂÃÂÃÂÃÂData, Insights & Reporting
Analyze case trends, service metrics, and people data to identify themes, risks, and improvement opportunities.
Use dashboards and compile high-level metrics to contribute to monthly and quarterly operational and people insights reporting.
Use data-driven insights to inform service enhancements, training needs, and process improvements
WHO WE ARE LOOKING FOR:
The ideal candidate should have:
Relevant bachelor's degree in human resources
At least 3 years' experience in a people leadership role, with a track record of managing teams, preferably within a multinational organisation
Experience leading HR advisory or shared services teams in diverse locations
Solid experience in HR Operations, People Advisory, and Employee Relations
A strong ability to build engaged, high-performing teams and foster a positive team culture.
Knowledge of local labour legislation
Good knowledge of HR policies, employee lifecycle processes, and employee relations practices
Experience supporting regional or global HR initiatives and driving process or continuous improvement
Skilled in coaching, mentoring, and developing others
Comfort using HR systems (Workday preferred) and case management tools
Ability to use data and metrics to identify trends and improve service delivery
Excellent communication, stakeholder management, and influencing skills across cultures and levels
Ability to balance operational delivery with broader strategic priorities
Flexibility to work across different time zones or business (on needs basis)