Employee Service Desk / HR Administration Team Leader
Who are we looking for?
- Bachelor’s degree
- Experience in working on similar positions in the past, handling a team size of approx. 10 people (for at least a year in a people managers role)
- Excellent command of spoken and written English (French or German would be an asset)
- Broad experience in working in a multinational environment
- Knowledge of case management systems (preferably Salesforce)
- Exposure to KPI/SLA driven environment and ability to manage those
- Reporting experience
- Experience in transition projects
- Knowledge of Service Desk and/or HR administration processes
- Strong people management skills
- Excellent Communication skills
- Excellent Customer Care skills
- Attention to detail
- Passion for excellence
- Understanding and working in line with Employee Experience/Customer Experience concepts
- Readiness to work in shifts (between 7 a.m. and 7 p.m.)
What will you do?
- Demonstrating knowledge of processes and procedures relevant in Employee Service Desk and HR Administration area
- Supervising and motivating the team to deliver high quality, professional and proactive day to day service to the Client, with agreed SLA’s and with agreed ‘user experience’
- Acting as a Subject Matter Expert (SME) for the team and clarifying their process related queries
- Managing the team’s shifts and back-up structure across all languages and time zones serviced
- Monitoring and prioritizing the team workload
- Organizing knowledge sharing sessions internally with the team members and externally with Client’s HR Shared Services team members to constantly develop the knowledge database
- Organizing successful process related to problem solving to provide excellent services to Client’s employees
- Handling regular communication with the Client counterparts and building relationship with them for the future delivery
- Managing day to day team’s issues, flagging and mitigating them
- Managing Level 1 client escalations
- Keeping all required process documentation up to date (process maps and procedures) and other documentation within agreed timeframes
- Participating in preparing the HR related reports on workload management, SLA achievement (including quality) and process efficiency
- Continually seeking out ways to improve Client satisfaction
What we offer?
Atmosphere
- Working with great people and in legendary atmosphere
- No formal dress code
- Annual family picnics
- Unforgettable integrational events
- Employee volunteering opportunities and interesting CSR projects
- We value and respect diversity in terms of gender, nationality, roles, age, interests
- Internal celebration initiatives: Children’s Day, St. Nicholas Day and many more
- Supporting employees’ hobbies: Business Run, e-sport games, basketball, volleyball
Development
- Development in expert or leader competencies
- Broad training offer with possible co-funding
- Access to MIT Sloan Management Review Polska knowledge base
- Introduction plan for new employees and Buddy Initiative
- A wide range of instructor-led and e-learning trainings
- Co-financing for post-graduate studies and courses
- Many companies under one roof / internal headhunters
- Internal development events: conferences, meetings, communities
- Education First platform for learning English online
Benefits
- Contract of employment for an indefinite period
- Bonuses, including those for new employees recommendation
- Additional life insurance
- Access to MyAudiobooks - Entertainment and personal growth in audio version
- Attractive package of extra benefits of your choosing (fitness, gym, cinema, etc.)
- Disability inclusion, assistive technologies, reasonable accommodations
- Private medical care for you and your family
- Bicycle parking and carpooling options
- Free coffee, water, milk and wide range of teas
- Anti-smog plants in offices
- Car leasing
About us
Capgemini is a global leader in consulting, technology services and digital transformation. Capgemini Poland’s Business Services unit is at the forefront of innovation in areas such as HR Services, Finance & Accounting, Supply Chain, Intelligent Automation and Business Transformation. Our international team features people from 60 different nationalities, and we work on exciting, multi-lingual projects with some of the world’s leading brands.