HR Team Manager with Spanish / Portuguese

Service Delivery:

• Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process
• Manage the team's workload by ensuring that there is an effective process for allocating tasks or cases
• Make sure there is a process in place to manage fluctuations in volumes, and ensure that the team's capacity to deliver is maintained throughout the year
• Use active & visual management to make sure that business requirements, SLAs and quality measures are understood by the team and are the focus of their daily work
• Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, client requirements and priorities
• Measure the level of internal and/or external client satisfaction, taking corrective action where necessary
• Produce, analyze and share metrics and reports that describe the productivity and quality of the team's work
• Ensure that processes are documented and that knowledge is captured, documented and shared within the team
• Put a system in place to train new hires / less experienced team members in the team's processes and tools
• Provide support for the team members in communicating issues to other teams and ensuring timely resolution
• Respond to and remove any issues that negatively impact the team's ability to work efficiently, e.g. IT issues, communication breakdowns
• Ensure that the team is aware of and can respond to risks that may impact service delivery or client satisfaction
• Ensure that team members record their working time accurately

 Change Management:

• Analyze data on the output of the team's work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity
• Engage the team in identifying processes, tools and documentation that can be improved, and encourage team members to suggest and implement ways to enhance service delivery
• Develop a culture of continuous improvement within the team
• Ensure that processes and systems are updated in line with any statutory or legislative changes.
• Cooperate fully with auditors, both internal and external, and make sure that any resulting recommendations are implemented
• Co-ordinate any projects that impacts your team, ensuring that the project delivers the required result.
• If required, manage the transition of work to or from your team

People Management:

• Initiate and participate in recruitment processes to fill any team vacancies
• Make rounded hiring decisions by checking that candidates have the right level of motivation, competence, technical know-how and communication skills to be valuable members of the team
• Set performance goals for colleagues based on the SMART model, and make sure that they are recorded in the Workday
• Keep track of colleague performance and intervene appropriately if and when performance does not meet expectations
• Hold monthly 1-2-1s with your colleagues to review performance, discuss issues, share feedback, discuss progress towards goals, plan upcoming actions and appreciate colleague’s efforts
• Evaluate and rate colleagues' performance at the end of each year, ensuring they receive accurate written feedback
• Use the Workday COMPs module to make recommendations for colleagues' bonuses and salary in line with their performance rating
• Make use of a skills/capability matrix or development map to assess a colleague's current skill level. Assign the colleague to work shadowing, self-study or training to resolve any skill gaps
• Hold a development conversation with colleagues about their career aspirations and agree long-term development goals and activities that will help the colleague move their career forward
• Assign development activities for colleague based on the 70-20-10 model
• Work with your manager / Talent Development to ensure that key talents have an appropriate development plan
• Prepare, regularly review and update succession plans for the team
• Manage absences in the team in accordance with work volume and HR policy
• Promote a pro-active and responsible culture within the team based on professional standards of behaviour
• Take action to integrate the team and make sure that any internal conflicts are resolved
• Manage the flow of communication within the team, ensuring that information is cascaded effectively to the team
• Monitor the level of engagement within your team and take action to increase it
• Recognize colleagues for their contributions and accomplishments

Requirements:

• At least 1 year of experience in managing group of 5-10 people
• Very good knowledge of English and Spanish or Portuguese (C1)
• Prior experience in Workforce Administration
• Ability to promote a spirit of shared responsibility within the team
• Proven ability to manage multiple tasks at a time while paying strict attention to details
• Ability to make decisions and improvements based on metrics
• Strong problem-solving skills
• Excellent interpersonal skills
• Ability to communicate difficult messages
• Excellent written and oral communication skills
• Ability to work and communicate in the culturally diverse team
• Understanding of improvement and quality tools
• Strong ability to delegate tasks and execute results
• Very good organizational & time management skills
• Ability to deal with stress and tight deadlines
• University degree or equivalent
• Spotless record and strong ethos

We offer:

• The best medical cover on the market with free dental care
• Generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
• Stability of employment and permanent contract after trial period
• Brand new office supporting collaboration, flexibility and activity-based working
• Internal career opportunities and individual development plan
• Unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
• Lots of social events, charity actions and opportunities to integrate with colleagues