Team Lead HR Service Desk

An exciting opportunity for an experienced HR Operations leader to manage and further develop an international HR Service Desk team within a global HR Shared Services environment.

De positie

As Team Lead HR Service Desk, you will be responsible for the day-to-day management, coaching, and development of an international team of HR Service Agents across the EMEA region. You will ensure the delivery of high-quality, efficient, and customer-focused HR services while driving performance against SLAs, KPIs, and customer satisfaction targets.

You will play a key role in monitoring service performance, analyzing backlogs and recurring issues, and identifying opportunities for continuous improvement. Working closely with HR Partners and other stakeholders, you will help standardize processes, optimize workload distribution, and enhance overall service delivery.

This role combines hands-on people leadership, operational excellence, stakeholder management, and continuous process improvement within a global HR Shared Services model.

Key Responsibilities

Team Leadership & People Management

• Lead, coach, and develop a team of HR Service Agents located across multiple countries in the EMEA region.
• Set clear performance expectations and monitor team KPIs, including SLA adherence, quality, and customer satisfaction.
• Conduct regular one-to-one meetings, performance reviews, and development planning sessions.
• Foster a high-performance, customer-centric, and continuous improvement culture.
• Act as the first escalation point for complex or sensitive HR cases.
• Support workforce planning, scheduling, and workload distribution.

Service Delivery

• Ensure HR services are delivered in line with defined processes and service level agreements.
• Translate operational insights into practical actions that improve service quality, efficiency, and team performance.
• Promote structured ways of working by clarifying processes, priorities, and handover points.
• Ensure accuracy, completeness, and compliance in all HR transactions.
• Provide guidance and support on case handling and policy interpretation.
• Contribute directly to achieving operational targets and service desk performance.

Process Management & Continuous Improvement

• Drive alignment between global HR processes and local business needs.
• Identify, prioritize, and implement process improvements to increase efficiency and service quality.
• Maintain and continuously improve knowledge base documentation.
• Support the implementation of new systems, tools, and processes.
• Ensure consistency and standardization across the team.
• Proactively identify bottlenecks and recommend solutions.

Stakeholder Management

• Act as the key interface between the HR Service Desk, HR Business Partners, and Centers of Expertise.
• Maintain professional and effective communication with employees and internal stakeholders.
• Support organizational change initiatives and communicate updates effectively.

Performance Monitoring & Reporting

• Monitor service desk performance using relevant metrics and dashboards.
• Analyze SLA performance, KPIs, backlog trends, and recurring issues to identify improvement opportunities.
• Prepare performance reports and provide actionable insights to management.

Wat breng jij

Experience & Background

• Proven leadership experience managing and developing teams of at least 20 FTE across multiple locations.
• Experience within HR Operations, HR Shared Services, or an HR Service Desk environment.
• Experience working within an international environment and service delivery model.
• Experience within a global and/or matrix organization is preferred.
• Bachelor's or Master's level education or equivalent working and thinking level.

Skills & Competencies

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