Purpose & Overall Relevance for the Organization

The Team Lead GBS HR Services - HR Systems Support & Learning will be 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 & learning activities, while fostering a strong performance culture within the team.

The role plays a critical part in enabling 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 to ensure stable and predictable service delivery.
• 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 high levels of customer satisfaction.
• Ensure accurate case management, process documentation, knowledge management, and adherence to established operating procedures.
• Prepare and communicate operational performance updates, service metrics and improvement plans to leadership and stakeholders.

People Leadership & Team Management

• Lead, coach, and develop a team of HR Systems Support and Learning Specialists / Senior Specialists, promoting employee engagement, accountability, wellbeing, and inclusion within the team.
• Foster a quality-first, customer-centric, and continuous improvement mindset within the team.
• Set clear performance goals, priorities and KPIs aligned with HR Services objectives.
• Conduct regular performance reviews, coaching conversations, and development planning sessions.
• Drive onboarding, cross-training, and knowledge-sharing initiatives to enhance operational resilience and flexibility.
• Support workforce planning, recruitment, and succession planning activities.

Stakeholder & Business Partnership

• Act as the primary operational interface for HR Services, HR Business Partners, HR TECH teams, Global Learning teams and key business stakeholders.
• Collaborate closely with Global Process Owners to ensure alignment with global standards, governance, and service delivery 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.
• Foster a customer-centric mindset and proactively address stakeholder needs and business challenges.

Compliance, Risk & Audit Readiness

• Ensure operational activities are executed in compliance with company policies, governance frameworks, data protection requirements, and internal controls.
• Maintain high standards of data accuracy and system integrity across all 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 where required.
• Support internal and external audits by ensuring documentation readiness and timely responses.

Continuous Improvement

• Identify and drive process improvements, standardization opportunities, and automation initiatives within the team’s scope.
• Drive the implementation and sustainability of Lean methodologies, including Daily Management and Structured Problem Solving.
• Support and promote the adoption of digital HR solutions, AI-enabled capabilities, workflow automation, and employee self-service tools to enhance service delivery and user experience.
• Analyse performance trends, service metrics, and customer feedback to identify opportunities for improvement.
• Leverage 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 with a focus on data quality and process excellence.
• Excellent communication, stakeholder management and influencing skills in a global and cross-functional environment.
• Customer-centric and continuous improvement mindset, with experience supporting digital, automation and transformation initiatives.

Requisite Education and Experience / Minimum Qualifications

• Bachelor's degree in Human Resources, Business Administration, Information Systems, Management, or a related field.
• 4+ years of progressive work experience in HR Operations, HR Systems, Learning Operations, Shared Services or Business Services environments.
• Strong background in people management and operational leadership.