Team Lead HR Operations 1ST Line

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Team Lead HR Operations 1st line
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Veghel, Netherlands, Netherlands.
Full time
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Team Lead HR Service Desk (Hybrid Role)
Role Purpose
The Team Lead HR Service Desk is responsible for ensuring the effective delivery of HR services by leading the Service Desk team while actively analysing SLA performance, KPIs, backlog trends, and recurring issues to identify improvement opportunities. The role combines people leadership and process ownership to drive service excellence and alignment with the global HR operating model and processes. The position operates as a hybrid role (3 days in the office min).
Your department
Your 1st line operational team is positioned within the Global HR Shared Services department and reports directly and functionally into the Global HR Service Desk Lead (location Veghel - The Netherlands), who reports into the Global Head of Regional HR and Global HR Services within Global HR.
You deliver 1st line HR services (query and transaction resolution) to all Vanderlande employees and managers within the EMEA region. Your team plays a key role in the satisfaction of our customers as they have regular contact for 1st line support.
We continuously improve our service environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery.
Key responsibilities: Team Leadership & People Management (Primary Focus) - Lead, coach, and develop a team of HR Service Agents (16 employees located in NL, UK, ES, ME, DE) to deliver high-quality support. - Set clear performance expectations and monitor team KPIs (e.g., SLA adherence, quality, customer satisfaction). - Conduct regular 1:1s, performance reviews, and development planning. - Foster a high-performance, customer-centric, and continuous improvement culture. - Act as the first escalation ...