Team Leader ASK HR

About the role

• The HR Ops. Team Lead will supervise a team responsible for delivering people processes and practices, including payroll programmes, HRIS management, employment-related data analysis, employee relations, employment practices and procedures, and recruitment support.

  This role requires 5 days of work from the office (WFO) and working in UK shifts.

What you’ll be doing

• Team Leadership & People Management
• Lead, coach and develop a team of approximately 12 HR Advisors supporting UK colleagues over chat & cases
• Conduct regular performance reviews, coaching sessions and development discussions.
• Foster a culture of accountability, collaboration and continuous improvement.
• Manage attendance, leave, workforce planning and business continuity arrangements.
• Support colleague engagement, wellbeing and retention within the team.

 UK ASK HR Case & Chat Operations

• Manage the day-to-day delivery of ASK HR Case Management and Live Chat services for UK colleagues.
• Ensure achievement of service levels, quality standards and operational targets.
• Monitor case queues, backlogs, ageing and workload distribution.
• Drive improvements in productivity, first-contact resolution and colleague experience.
• Act as an escalation point for complex, sensitive and high-risk employee cases.
• Maintain operational readiness for policy, process and system changes.

Service Delivery & Operational Excellence

• Monitor and report on key service metrics including SLA, quality, productivity and customer satisfaction.
• Identify service risks and implement mitigation plans.
• Drive continuous improvement initiatives to enhance operational performance.
• Work closely with HR SMEs, COEs and Service Delivery teams to resolve process issues and improve service outcomes.
• Support operational governance and business reviews.

ServiceNow Case Management

• Ensure effective utilisation of ServiceNow for case management activities.
• Support testing, process improvements and implementation of service enhancements.
• Monitor system-related issues impacting service delivery and drive resolution.
• Champion best practice usage across the team.

Essential Skills / Experience

Essential

• Previous Team Leader or People Manager experience.
• Experience managing teams within HR Shared Services, Employee Services, Contact Centres or Service Delivery environments.
• Strong experience managing case management and live chat operations.
• Proven ability to lead teams in a fast-paced, high-volume environment.
• Strong coaching, performance management and people leadership skills.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving capability.
• Experience managing SLAs, KPIs, quality and customer satisfaction measures.
• Ability to manage escalations, competing priorities and operational risks.
• Experience using ServiceNow or similar workflow/case management systems.

Desirable Skills / Experience

Preferred

• Any Graduation
• Post Graduation / MBA / Diploma in HR preferred
• Experience supporting UK HR Services / customer service.
• Experience within HR Operations or Employee Services.
• Lean, Continuous Improvement or Six Sigma exposure.
• Workforce Management or Resource Planning experience.

Role Expectations

• UK shift working hours.
• 5 days per week office-based.
• Responsible for leading a team of approximately 10+ advisors.
• High-pressure, high-volume operational environment.
• Strong focus on service delivery, colleague experience, quality and operational performance.
• Regular engagement with senior stakeholders and cross-functional teams
• MBA in HR or any qualification in HR