Job highlights

- Ensure the team has the required Workday / process training and knowledge management to provide guidance and consistent execution
- The Senior Team Lead: HR Operations (First Point) JML is accountable for the end-to-end delivery of Joiner,Mover and Leaver (JML) operations for the UKI and NAM markets,ensuring consistent execution,high quality customer experience,and rigorous compliance

: Job Title: Human Resource Operations Team Lead

Role Summary The Senior Team Lead: HR Operations (First Point) JML is accountable for the end-to-end delivery of Joiner, Mover and Leaver (JML) operations for the UKI and NAM markets, ensuring consistent execution, high quality customer experience, and rigorous compliance. This role leads and develops a high-performing First Point team and works across a complex customer network (HRBPs, line managers, employees, IS, process owners, and third-party providers). The role uses insights, analytics and continuous improvement methods to deliver agreed outcomes such as SLA/KPI adherence, compliance, service perfection and operational efficiency.

As a member of the First Point Operational Management/Leadership team, you will contribute to shaping and strengthening the global service delivery landscape.

Dimensions

- Market complexity: Multi-market coverage with a primary focus on UKI and NAM.
- Leadership responsibility: Direct leadership of advisors/specialists across levels; collaboration/leadership across multiple locations (including partnership with teams in Budapest as relevant).
- Operational leadership: Key member of the First Point operational management team; drives performance, planning, prioritization, and delivery.

Key Responsibilities / Accountabilities

1. Service Delivery Excellence (JML UKI NAM)
- Own and deliver end-to-end JML operations (Onboarding, Movers, Offboarding)



ensuring a brilliant, consistent customer experience for employees and line managers.
- Ensure service delivery meets or exceeds defined SLAs, KPIs and quality standards, including timeliness, accuracy, case resolution, and documentation quality.
- Act as customer concern point for complex cases, service issues, and complaints driving swift resolution and root-cause fixes.

- People Leadership Capability Building

- Recruit, coach, mentor and develop a high-performing, highly engaged team; build a culture of accountability, continuous learning and customer obsession.
- Ensure the team has the required Workday/process training and knowledge management to provide guidance and consistent execution.
- Embed solid performance management: goal setting, coaching, quality calibration, and recognition.

- Continuous Improvement Simplification

- Drive the process improvement and simplification agenda across JML processes and enabling technologies (Workday, ServiceNow, document tools).
- Use operational metrics and customer insights to identify problems and deliver measurable improvements.
- Support global standardization while enabling effective local execution; lead change control and adoption within the team.

- Customer Partnership Governance

- Partner closely with the global process owner(s) for Onboarding/Offboarding to strengthen process design and ensure operational readiness.
- Work directly with customer groups (HRBPs,



managers, employees) and partner teams (Process Governance, Data, Payroll, IS, third parties) to ensure seamless end-to-end experience.
- Provide operational governance regular reviews, performance reporting, risk management, and customer communications.

- Compliance, Risk Data Privacy (GDPR)

- Act as an active ambassador for the HR model and operational standards, holding teams and stakeholders accountable.
- Raise awareness and demand compliance, with special focus on GDPR and internal controls; manage compliance breaches in line with procedures.
- Ensure accurate employee data maintenance and documentation standards across JML lifecycle activities.

- Analytics, Performance Management Efficiency

- Leverage analytics to manage performance volume trends, backlog, quality, rework drivers, and root causes.
- Ensure consistent delivery of agreed SLAs/KPIs and embed a continuous improvement cadence.
- Support productivity and efficiency initiatives aligned with service strategy (including targeted efficiency improvements where applicable).

- Project / Transition Support

- Provide proactive operational input for business projects such as restructures, annual HR cycles, and cross-functional initiatives.
- Coordinate internal resources and third parties/vendors for operational projects; manage scope, timeline, risks and change impacts.
- Partner with transition/governance teams to support sustainable service delivery transitions through clear governance and planning.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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