HR Shared Service Team Leader

My client is a Global Leader in Real Estate services and looking to hire a HR Shared Service Team Leader. The Team Leader will be responsible for managing direct reports based in London, Manchester and Birmingham and reports into the HR Operations Manager.

Role Purpose:

  • Accountable for the performance and service of the HR Shared Service team. Lead the team through a period of change, evolving the service to enable HR Operations to deliver a high quality centralised transactional service to the business. Drive a culture of process improvement, a tight focus on data integrity and an excellent service to managers and employees.
  • Provide a comprehensive HR administrative and advisory service for all UK & Ireland employees in the organisation
  • Responsible for employee lifecycle documentation and authorisation, in line with Company policy and guidelines
  • Proactively manage all HR channels and associated ways of customer contact with the team
  • Manage or escalate complaints as appropriate
  • Manage case load, prioritise and allocate cases within the team
  • Ensure team is adequately resourced at all times
  • Proactively coach, develop and manage the performance of the team
  • Suggest and implement process improvements that will contribute to more efficient working practices - be a Subject Matter expert for all operational aspects HR processes
  • Be involved in any cross functional or HR projects as necessary
  • Manage the transfer in of transactional work from other HR functional areas
  • Provide reports on KPI's and SLA's as required
  • Liaise effectively with all areas of the HR function - be a key bridge of effective interaction and connectivity
  • Manage the relationship and payment with key suppliers
  • Support the review and approval of payment to suppliers


  • Educated to A level or equivalent (minimum grade C in Mathematics and English or equivalent).
  • CIPD qualified desirable

Knowledge & Experience:

  • Experience of coaching and developing people and ability to manage and motivate a team
  • Track record of working in a customer-focused environment where the emphasis is on SLA's and continuous improvement.
  • Ideally worked in an HR Shared Service Centre before, but other relevant operational experience considered
  • Track record of delivering process improvement
  • If possible, experience of Workday or other HR SaaS
  • Professional Services background desirable

Skills & Personal Qualities:

  • Good interpersonal skills - personable and professional. Be a great ambassador for HR
  • Excellent level of IT skills in particular Excel (e.g. v look-ups/pivot tables), Word, PowerPoint, SharePoint, HR Database)
  • Excellent communicating skills
  • Client centric
  • Proven organisation skills with ability to prioritise in a timely and efficient manner
  • Strong relationship building skills
  • Ability to manage workload and motivate a team in a fast paced and changing environment

Similar searches: Permanent, London, Manager, Professional Services, HR Operations, Shared Services