HR Team Leader

International HR Service Desk team, based in the Global Service Centre in Warsaw, Poland, is responsible for being the first point of contact for all Partners and Employees. The team handles HR inquiries and requests through various customer channels, including email and the employee portal.

In this role, you will supervise the HR Service Desk Team, ensuring they deliver excellent customer service, manage all queries efficiently and accurately, maintain data protection, and appropriately handle sensitive and confidential information to provide an outstanding employee experience. Additionally, you will be responsible for team and scope growth, including coordinating projects related to the transition of new processes, implementing new tools, fostering the team's development through comprehensive development plans, and ensuring the continuous improvement spirit is upheld.

Main duties and responsibilities

• Supervise and motivate the HR Service Desk team to deliver an exceptional service, ensuring team members have the skills and knowledge to deliver
• Coach and develop the team, ensuring clear objectives are set and aligned with the broader HR strategy.
• Identify development opportunities for the team, within the HR Service Desk
• Proactively manage team and individual workloads.
• Identify training needs for the HR Service Desk and ensure all training is completed
• Plan and manage the workflow and case management allocation across the team, through full and comprehensive queue management
• Monitor the case management system to ensure cases meet the agreed service standards, records are updated in a timely manner, responses are accurate and in line with process, and cases are closed or updated with follow up actions and dates
• Identify and make recommendations for and deliver service improvements using best practice, customer feedback and feedback from the team
• Support the HR Service Desk Agents with complex cases/queries
• Manage HR cases and requests for sensitive populations, including HR for HR transactions, key new hires, and the Executive population
• Support the provision of metrics dashboards & analysis of customer satisfaction trends, complaints, re-work, error rates etc.
• Build and maintain relationships with key stakeholders, through regular and open communications
• Share team activities and capacity with key stakeholders (within GSC and wider HR community stakeholders) and inform the HR Service Desk team of upcoming activities that may lead to increase in service demands
• Monitor and resolve non-compliance, complaint and issues through to resolution, escalating as appropriate
• Share ideas and feedback on improving the customer experience. Act on any feedback received and put in place action plans to address areas of concern to enhance customer satisfaction and SLAs/KPIs
• Make recommendations for improvements to Tier 0 (HR portal content) areas where required

About you

• Experience supervising a team of HR Service Agents within HR Shared Service/ HR Call Centre
• Experience of working in an HR Shared Services team
• Solid stakeholder management and relationship building skills
• Good supervisory skills
• Sound judgement and decision-making skills
• Excellent analytical and problem-solving skills
• Excellent customer service skills
• High level of accuracy and attention to detail essential

About us

DLA Piper is a global law firm with lawyers and business service professionals located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world. We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.

Our values

In everything we do connected with our People, our Clients and our Communities, we live by these values:

• Be Supportive – we are compassionate and inclusive, valuing diversity and acting thoughtfully
• Be Collaborative – we are proactive, passionate team players investing in our relationships
• Be Bold – we are fearless and inquisitive, challenging ourselves to think big and find creative new solutions
• Be Exceptional – we are strategic and driven, exceeding standards and expectations

Diversity and inclusion

At DLA Piper, diversity and inclusion underpins how we live our values and everything we do. We believe that everyone has a voice, and that everyone’s voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work. Diversity of perspective, thought, background and culture combine to make us the leading global law firm; that’s why we actively seek to build balanced teams. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.

Hybrid working

We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That’s why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.

Pre-engagement screening

In the event that we make an offer to you, and where local legislation permits and where relevant, we will conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability and work-related references.