Purpose & Overall Relevance for the Organization
The Team Lead GBS HR Services - HR Systems Support & Learning is 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 enables 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 & Case Management
- Ensure end-to-end delivery of HR Systems Support and Learning Operations services in line with global standards, SLAs, and operational objectives.
- Monitor service quality, workload distribution, ticket queues, resource allocation, and operational priorities.
- Act as the first-level escalation point for complex operational, learning, and systems-related issues.
- Drive timely resolution of incidents, requests, and service challenges while maintaining customer satisfaction.
- Ensure accurate case management, process documentation, knowledge management, and adherence to operating procedures.
- Prepare and communicate operational performance updates, service metrics, and improvement plans.
People Leadership & Team Management
- Lead, coach, and develop HR Systems Support and Learning Specialists and Senior Specialists.
- Promote engagement, accountability, wellbeing, inclusion, quality, customer focus, and continuous improvement.
- Set performance goals, priorities, and KPIs aligned with HR Services objectives.
- Conduct performance reviews, coaching conversations, and development planning.
- Drive onboarding, cross-training, and knowledge-sharing initiatives.
- Support workforce planning, recruitment, and succession planning.
Stakeholder & Business Partnership
- Act as the primary operational interface for HR Services, HR Business Partners, HR TECH teams, Global Learning teams, and key stakeholders.
- Collaborate with Global Process Owners to align with global standards, governance, and service expectations.
- Act as a trusted advisor and escalation point for operational and system-related topics.
- Support cross-functional projects, system implementations, transitions, and transformation initiatives.
Compliance, Risk & Audit Readiness
- Ensure compliance with company policies, governance frameworks, data protection requirements, and internal controls.
- Maintain data accuracy and system integrity across supported platforms.
- Monitor completion rates and compliance requirements for mandatory training programs.
- Identify operational risks, control gaps, and data quality issues, implementing corrective and preventive actions.
- Support internal and external audits with documentation and timely responses.
Continuous Improvement
- Identify and drive process improvements, standardization, and automation initiatives.
- Implement and sustain Lean methodologies, including Daily Management and Structured Problem Solving.
- Promote digital HR solutions, AI-enabled capabilities, workflow automation, and employee self-service tools.
- Analyze performance trends, service metrics, and customer feedback to identify improvements.
- Use operational insights and reporting to support decision-making and capacity planning.
Key Relationships
HR Services & Payroll; HR Business Partners; Global Learning Team; HR TECH; IT Teams; Global Process Owners; Project & Transformation Teams; Internal Controls & Compliance; Delivery Excellence Teams; External Vendors and Technology Providers.
Knowledge, Skills and Abilities
- Proven people leadership, coaching, and team development capabilities in a service-driven environment.
- Strong understanding of Shared Services operations, including SLA management, KPI monitoring, and operational governance.
- Experience with HR technologies and learning platforms, preferably SAP SuccessFactors, SAP HR, LMS, and related employee service solutions.
- Strong analytical, problem-solving, and decision-making skills focused on data quality and process excellence.
- Excellent communication, stakeholder management, and influencing skills in a global, cross-functional environment.
- Customer-centric and continuous improvement mindset, with experience supporting digital, automation, and transformation initiatives.
Minimum Qualifications
- Bachelor's degree in Human Resources, Business Administration, Information Systems, Management, or a related field.
- 4+ years of progressive experience in HR Operations, HR Systems, Learning Operations, Shared Services, or Business Services.
- Strong background in people management and operational leadership.