Team Leader, HR Operations (German speaking)

The job: The Team Leader, HR Operations delivers day-to-day Colleague Services Operations tasks and supervises a team of up to 8 direct reports. As well as managing their own Colleague Services Operations tasks the post holder focuses on overseeing the day-to-day activities of an assigned team within the Colleague Services EMEA Shared Service Centre and ensuring that the operational goals are met. The Team Leader, HR Operations also ensures quality of service and operational performance by analysing the metric dashboards, leading and coaching team members. What will you do? Key Responsibilities * Delivers Colleague Services support to assigned countries * Monitors case management activity levels, call volumes and Workday Inbox activity to ensure that KPI standards are met * Ensures team achieves stated performance measures and adheres to established customer service standards * Effectively analyses, evaluates, and resolves complex issues escalated by HR Specialists and manages each case through timely and accurate resolution * Reviews survey feedback provided via Service Now following case closure; analyses root cause, addresses dissatisfied stakeholders, and coaches on best practice to correct HR Specialists where appropriate * Collaborates with subject matter experts and field HR to efficiently resolve issues * Provides HR Specialists with daily and weekly metric dashboards * Offers HR Specialists mentoring, coaching and constructive feedback for professional development, completes monthly scorecards as part of 1:1 meetings; completes quarterly, mid-year and year-end reviews * Supports and enables the personal development of HR Specialists * Monitors and leverages metrics and trends to determine where process improvement options exist surrounding the customer experience * Optimise services, and gain efficiencies through technology or other means by incorporating these into process improvement proposals * Stays abreast of company policies, plans, and programs, providing regular team updates * Ensures process documentation reflects current practice and teams receive adequate training on any changes * Perform special projects as needed by being a confident subject matter expert who influences project decisions to improve the customer experience and/or improve efficiency. Ensure project deliverables are on schedule, are documented, and teams are trained in process and functionality changes * Assist Colleague Services with case work as required * Manage HR Specialist scheduling and team PTO requests, ensuring sufficient daily coverage Who we are looking for:experience, skills & abilities Essential Requirements * Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment * Ability to deliver excellent customer care via telephone and email is essential * Excellent critical thinking, problem solving and judgment skills * Service-oriented attitude and willingness to learn * Possess good listening skills and patience to work with all types of employees * Resilience; high energy with the ability to organize/prioritize workload and maintain a positive attitude * Ability to work independently with minimal supervision and be able to work collaboratively with a wide range of stakeholders * Sense of accountability, owning one's work and taking pride in it; commitment to quality and continuous improvement * Excellent written and verbal English language skills Desirable Requirements/Qualifications * BA/BSc or equivalent work experience directly attributable to HR, Benefits or Payroll * Prior experience working in a call centre or shared service environment * Prior supervisory experience * Previous experience in Payroll, general HR and/or customer services * Previous continuous improvement qualification or experience * Proficient with Microsoft Office Suite including Word, Outlook, Excel, and PowerPoint experience using a HRIS data base and reporting application * Fluent spoken & written skills in more than one European language About us: As the world leader in serving science, our work is more than something that fills our days. When you're part of Thermo Fisher Scientific, you'll do challenging work, and be part of a team that values performance, quality and innovation. With revenues of $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world. Each one of our 70,000 extraordinary minds has a unique story to tell. It's not just a career, it's a chance to realise your best - professionally and personally. Join us and contribute to our mission-enabling our customers to make the world healthier, cleaner and safer. Apply today! Employment Type: Full time