The People Services team are a critical part of ERM’s global people operating model. This team work with HR Operations teams to deliver HR transactions and people administration services which support employees and managers throughout the employment lifecycle.  

The people services team deliver transactional support which encompasses all areas of HR administration including recruitment and onboarding, contractual amendments, benefits, payroll, and compliance activities. They respond to people process and policies queries, ensure people data is accurate and well maintained, and that a timely and professional service is provided to support the business.   

This role is People Services team Lead; they will manage a team of HR administrators and other specialist people roles, to ensure effective service delivery as well as provide leadership and coaching to the Associate team members on their day-to-day activities. They will work collaboratively and effectively with HR operations teams, ensuring accurate, timely and efficient delivery of services. The Lead supports the team in resolving escalations and developing and enhancing processes and ways of working. In addition, the Lead responsibilities include helping recruit, onboard/train, and operationally manage People Services Team Administrators.

Key Accountabilities & Responsibilities

The key responsibilities of this role will include but are not limited to:

Provide engaging and effective management to People Services AdministratorsOnboard, train and develop a high performing team, including maintaining team engagement and cohesiveness, and creating a positive working culture, and supporting performance issues when requiredPartner with HR Operations teams to manage workflows and achieve service goals by ensuring services are delivered in an accurate and timely mannerSupport HR Ops leads and regional people team managers to ensure the ManageEngine mailbox is sufficiently cleared. This includes:highlighting any tickets which are past their SLAdelegating tasks/ticketssupporting the team with ticketsRegularly review work activities to ensure completion of work meets stakeholder expectationsResolve outstanding issues by escalating to HR Ops leadership or Service Centre leadershipEnhance, develop and document processes and ways of working; including ensuring the knowledge assets and guides are complete and up to dateMeet team performance KPIsEnsure compliance to ERM policies and proceduresWorking in collaboration with core business functions including Payroll, Global Mobility, Finance, and RecruitmentHelp deliver the work of the team during busy periods, or to support delivery of complex transactions

Influence And Decision Making Authority

Responsibility for maintaining data integrity and high level of confidentialityEnsure processes and data management conform to relevant legislation, including data security and immigration controlsSuggest process enhancements to optimise efficiency and effectivenessPrioritisation of team activities and workflows

Job Requirements & Capabilities

Qualifications:

Bachelor’s degree in human resources, Business Administration, or a related field.Master's degree or MBA in HR or related field (preferred).Five to eight years of team management, and people services activities (professional services experience preferred)Minimum of 2 years previous experience working in an HR Administrator/Coordinator role, preferably within a professional services company and/or Shared Service environment.Experience with HR systems and technologies (e.g., Workday, SAP HR)

Job specific capabilities/skills:

Ability to build and maintain a high performing and engaged teamAbility to communicate effectively and professionally with both internal and external customers, across all levels and functionsAbility to work with minimal direction and in a highly collaborative manner to meet required deadlines and perform all necessary tasksStrong organizational skills and attention to detail to prioritize tasks effectively and complete them accuratelyHighly motivated with strong work ethic to own and drive tasks to full resolutionStrong customer service focus and commitment to delivering exceptional customer serviceCultural sensitivity and ability to work effectively with diverse teams.Ability to work independently as well as part of a large team based in various locationsStrong attention to detailAbility to deal with information in a discreet, professional and confidential mannerAbility to effectively multi-task and meet deadlinesAbility to flex to cover 2nd shiftIn-office during onboarding, then transition to hybrid (2-3 days/week)