Purpose and Overall Relevance for the Organization:
The Team Leader GBS HR Services : System Support and Learning will be responsible for the day:to:day operational leadership and delivery of HR Systems Support and Learning Operations services within the GBS HR Services organization.
Reporting to the Senior Manager HR Services, this role ensures high:quality, compliant, and timely execution of HR systems support and learning activities, while fostering a strong performance culture within the team.
The role plays a critical part in enabling a seamless employee experience through effective management of HR technologies, learning platforms and operational processes, acting as a key partner to HR, TECH, IT, Global Process Owners, and Project Teams.
Key Responsibilities
Operational Delivery and Case Management
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Ensure end:to:end delivery of HR System Support (for Europe) and Learning (for Global) Operations services in line with global standards, SLAs, and operational objectives.
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Monitor service quality, workload distribution, ticket queues, resource allocation, and operational priorities to ensure stable and predictable service delivery.
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Act as the first level escalation point for complex operational, learning and systems:related issues.
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Drive timely resolution of incidents, requests and service challenges while maintaining high levels of customer satisfaction.
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Ensure accurate case management, process documentation, knowledge management, and adherence to established operating procedures.
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Prepare and communicate operational performance updates, service metrics and improvement plans to leadership and stakeholders.
People Leadership and Team Management
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Lead, coach, and develop a team of Specialists and Senior Specialists, promoting employee engagement, accountability, well:being, and inclusion within the team.
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Foster a quality:first, customer:centric, and continuous improvement mindset within the team.
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Set clear performance goals, priorities and KPIs aligned with HR Services objectives.
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Conduct regular performance reviews, coaching conversations, and development planning sessions.
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Drive onboarding, cross:training, and knowledge:sharing initiatives to enhance operational resilience and flexibility.
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Support workforce planning, recruitment, and succession planning activities.
Stakeholder and Business Partnership
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Act as the primary operational interface for HR Services, HR Business Partners, HR TECH teams, Global Learning teams and key business stakeholders.
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Collaborate closely with Global Process Owners to ensure alignment with global standards, governance, and service delivery expectations.
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Act as a trusted advisor and escalation point for operational and system:related topics.
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Support cross:functional projects, system implementations, transitions, and transformation initiatives.
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Foster a customer:centric mindset and proactively address stakeholder needs and business challenges.
Compliance, Risk and Audit Readiness
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Ensure operational activities are executed in compliance with company policies, governance frameworks, data protection requirements, and internal controls.
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Maintain high standards of data accuracy and system integrity across all supported platforms.
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Monitor completion rates and compliance requirements for mandatory training programs.
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Identify operational risks, control gaps, and data quality issues, implementing corrective and preventive actions where required.
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Support internal and external audits by ensuring documentation readiness and timely responses.
Continuous Improvement
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Identify and drive process improvements,
Salary: Competitive
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Job type: Human Resources
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