Oferta pracy

HR Customer Support Team Lead (with Spanish)

GSKAbout the company

  • Kolorowa 6, Poznań
    Poznań, Greater Poland
  • Offer expired 5 days ago
  • Remote recruitment
  • contract of employment
  • full-time
  • manager / supervisor


Kolorowa 6


Your responsibilities

  • Lead a team of HR Advisors which will provide advisory and support to our customers across the whole employee lifecycle and guide them regarding topics such as recruiting services, onboarding, offboarding, transfers, HR procedures, benefits, leave of absence, position management, self-service usage and many more

  • You and your Team will be the first point of contact for queries coming from our managers, employees and HR BP’s via cases, live chat, email or phone and provide end-to-end navigation support

  • Be part of our transformation journey and actively support your team through the transition of knowledge and processes into our HR Poznan Hub

  • Ensure your team delivers against service level expectations and defined performance standards

  • Implement and follow up on corrective and preventive actions as improvement opportunities are identified

  • Act as escalation point and take appropriate action to resolve operational & service issues within a timely manner

  • Set the right priorities in your team and ensure appropriate workforce planning (facilitate team meetings, monitor the incoming workload and ensure meaningful distribution, set up team schedules and assign supplementary tasks)

  • Provide effective coaching, development and performance management

  • Proactively identify opportunities for Tier 0 enhancements, ensure relevant Knowledge Base Articles retain high quality and foster a culture of self service in the business

  • Implementation of ServiceNow, our new digital employee portal. You will be the operational point of contact, participating in User Acceptance Testing, delivering of training to the Team and recommending future enhancements

  • Deliver against all compliance imperatives including support for local and global Data Audits, local legislative needs, protecting Data Privacy at all times and adhering to confidentiality requirements

Our requirements

  • Minimum 1-2 years of experience in a leading role preferably in an HR Operations, Shared Services or Customer Support environment

  • Fluent spoken and written command of Spanish and English language skills. Additional European languages are a great asset but not a must

  • Experience with transitions and change management activities are highly desirable

  • Be accountable for your part in driving our HR Transformation through to success

  • Excellent interpersonal and communication skills with customer service-based mindset

  • Track record of operational service delivery experience

  • Ability to lead and influence individuals in a team and keeping up a positive spirit at the same time

  • Take ownership in creating a team culture which is inclusive, inspired and engaged where diversity is valued

  • Excellent time management, planning and organisational skills and focus on getting things done

  • Ability to manage ambiguity, swiftly understand root causes of issues and promptly switch to problem solving / execution mode

  • Experience with Workday, ServiceNow or other HR systems are desirable

  • Higher educational degree or equivalent experience

  • Sound knowledge of MS Office Applications

What we offer

  • Career at one of the leading global healthcare companies

  • Attractive reward package (competitive salary, annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)

  • Possibilities of development within the role and company’s structure

  • Life insurance and pension plan

  • Open and inclusive environment which is supportive and welcoming of all diversity strands (gender, race, ethnicity, sexuality, disability, or any other characteristic)

  • Private medical package with additional preventive healthcare services for employees and their eligible counterparts

  • Sports cards (Multisport)

  • Personalized learning approach (mentoring, online trainings’ platforms: Pluralsight, Business Skills, Harvard Manage Mentor, Skillsoft and external trainings)

  • Extensive support of work life balance (flexible working solutions including working from home possibilities, health & wellbeing activities)

  • Supportive community and integration events

  • Modern office with creative rooms, fresh fruits everyday

  • Free car and bike parking, locker rooms and showers

  • Benefits

  • private medical care

  • life insurance

  • fruits

  • integration events

  • parking space for employees

  • extra social benefits

  • shopping coupons

  • holiday funds

  • employee referral program

  • charity initiatives

  • one shorter working day


GSK is a place where outstanding people do amazing things. As a science-led global healthcare company, we exist to help people do more, feel better, live longer.

With such a diverse global workforce, GSK needs a team of HR experts to support and improve the lives of our patients, consumers and employees. Our values-led, high-performance culture is anchored by our HR team, and you can be part of keeping this momentum. This is an exciting time to join HR at GSK in Poland as we are building a new regional People Services Centre in Poznan. Come and be part of our transformation!

Currently, we are recruiting a candidate for the role of HR Customer Support Team Lead. In this role you will be an important ambassador of our employee experience and it will provide You the opportunity to lead key activities to progress YOUR career.

If you are interested in further HR roles, feel free to explore them on our website www.gskpolandhub.com

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