About this role
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.