HR Service Centre Manager EMEA

Job Description

The Manager, HR Service Center is responsible for leading and developing a team of five HR Operations Advisers to deliver high-quality, compliant, and customer-focused HR services across 23+ countries in EMEA. The role drives operational excellence across the full employee lifecycle - ensuring service levels, quality standards, and customer satisfaction targets are consistently met or exceeded. Acting as a key enabler of the HRSC's maturity and capability, the Manager builds a knowledgeable, trusted, and collaborative team.

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Main Responsibilities and Accountabilities:

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• People Leadership: Lead, coach, and develop a team of five HR Operations Advisers — holding regular 1:1s, identifying capability gaps, creating individual development plans, and building a high-performing, engaged team.
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• Service Level Performance: Own and drive HRSC performance against defined SLAs.
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• Quality Assurance: Maintain and continuously improve quality standards across transaction accuracy, customer service behaviours, and audit outcomes - embedding a culture of getting the basics right every time and continuous learning.
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• Process Improvement & Infrastructure: Drive and lead HRSC process improvement initiatives across the EMEA region - identifying inefficiencies, designing better ways of working, and building the operational infrastructure of the function alongside day-to-day delivery.
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• HR Compliance: Ensure all HR processes, transactions, and advice delivered by the team are compliant with relevant EMEA employment legislation and company policy maintaining up-to-date knowledge across the region.
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• Stakeholder Management: Collaborate with HR Operations Specialists, Global and Regional HR Service Center leaders, HR Business Partners, COEs, Talent Acquisition, HR Technology, and Total Rewards to ensure seamless end-to-end process execution and strong cross-functional relationships.
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• Project Leadership: Own and deliver HRSC improvement projects end-to-end - leading workstreams, managing timelines, coordinating with relevant stakeholders, and ensuring outputs land in the function and stick.
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• Knowledge & Standards: Contribute to the development of knowledge assets, SOPs, and training materials in collaboration with HR Operations Specialists - ensuring the team operates from a consistent, high-quality knowledge base.
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• Escalation Management: Act as an escalation point for complex or sensitive cases within the team's remit - resolving issues, transparently, collaboratively ensuring that future escalations are mitigated and lessons are learned..
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• Reporting & Insight: Monitor and report on team and function performance - providing the Associate Director with timely, accurate data on SLAs, quality, customer satisfaction, and team development progress, and using insight to inform priorities and decisions.
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Position Qualifications and Experience Requirements:

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Education:

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• Bachelor's degree in HR Management or related field, CIPD Level 5, or equivalent. CIPD Level 7 desirable.
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Experience:

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• Proven experience managing a multi-country HR Service Center supporting an EMEA region
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• Demonstrable people leadership experience, including performance management and team development
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• Experience owning and delivering HRSC improvement projects end-to-end
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• Track record of driving performance against defined SLA and quality targets
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• Working knowledge of EMEA employment law and HR compliance across multiple jurisdictions
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• Hands-on experience with Workday and/or ServiceNow (or comparable platforms)
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• Experience with inContact or similar contact centre telephony (desirable)
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Competencies:

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• People Leadership & Team Development
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• Operational Excellence & Performance Management
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• Critical Thinking & Problem Solving
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• HR Knowledge & Compliance
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• Stakeholder Collaboration & Relationship Building
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• Continuous Improvement & Innovation
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• Accountability & Ownership
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