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Team Manager - HR Customer Service Delivery

Smith&Nephew Sp. z o.o.

Smith&Nephew Sp. z o.o.

Curie-Skłodowskiej 12



Your responsibilities

  • Ensure the delivery of a quality and professional service to all customers that meets HR & business objectives.

  • Manage the provision of timely, consistent support and advice to managers, employees, and external parties ensuring compliance with employment legislation, S+N and local policies and good employment practice.

  • Manage the effective and cost-efficient administration of end-to-end employee lifecycle transactional processes, including joiners, movers, leavers, pay changes, special leave types, and compensation and benefit administration for all employees and managers.

  • Manage the administration of the offer process for internal and external candidates, including standard offers, referencing, and the issue of contracts of employment and joining instructions.

  • Manage the provision of timely accurate advice to new starters regarding their induction, and S+N systems and processes

  • Manage the administration of Reward/Benefit schemes on behalf S+N.

  • Ensure the retention of documents and filing in accordance with the requirements of S+N policies, Internal Audit and local legislative requirements.

  • Monitor and audit employee data and pay related transactions entered into Workday, Peopledoc, Servicenow & associated HR systems, in a timely, accurate and consistent manner.

  • Monitor the service management system to ensure the nature of the query is reflected to enable a high level of customer service satisfaction.

  • Ensure ticket & case requests are actioned in a timely and consistent manner

  • Monitor the day-to-day performance and customer perception of the operation through statistical management and understanding customer requirements

  • Monitor and resolve non-compliance, complaint, and critical management issues to resolution, escalating as appropriate and ensure causes and outcomes are fed into the continuous improvement process

  • Contribute to the development and implementation of the HR Customer Service Delivery strategy to maximise cost effectiveness, align with business needs, comply with legal requirements and reflect current best practice benchmarks

  • Identify and implement performance improvements to end to end processing to ensure the delivery of HR Customer Service Delivery is efficient and continuously improving

Our requirements

  • Degree level or equivalent

  • Fluent English (B2+/C1), fluency in French or Spanish will be an additional asset

  • Broad experience of leading an HR team, covering recruitment, employee lifecycle processes and pay within a complex organisation, ideally within a customer orientated commercial environment or HR shared services centre

  • 5- 8 years of HR advisory and administration experience within a regional HR function/organisation

  • Good working knowledge of the application of employment legislation and best practice

  • Sound knowledge of S+N HR processes and procedures

  • Experience of delivering HR and/or related services in a diverse organisation.

  • Demonstrated experience of managing complex, high-volume HR processes in an efficient, effective, and technologically advanced manner

  • Experience of providing detailed and timely HR/Pay advice.

  • An understanding of the role HR Customer Service Delivery plays and its interactions with other HR functions across the employee life cycle

  • Experience of delivering to customer service targets within a complex environment.

  • Demonstrated experience in management of tickets/cases across different channels (telephony / email, chat, etc.)

  • Experience of applying performance measurement approaches in driving up business efficiency and process quality

  • Engages stakeholders effectively, resolving issues and understanding drivers/needs

  • Ability to build and establish effective relationships to elicit information from key individuals

  • Quickly identifies problems and finds workable solutions

  • Self-motivated, well-organised, adaptable, and self-reliant and works well under pressure

  • Thinks customer first and anticipates current and future needs, acting with customers in mind and meeting the expectations and needs of internal customers.

  • Ability to lead and manage a team in a customer service operation.

  • Ability to lead staff through effective appraisal, coaching and performance management.

  • Ability to motivate staff, set priorities and targets, direct and plan work to provide an integrated service to meet service standards and deadlines

What we offer

  • private health care | multisport card/my benefit platform | life insurance

  • subsidies for trainings and language classes | postgraduate studies

  • wellbeing programs | mentoring program | CSR programs

  • annual bonus | company stock saving plan | recognition program

  • employment stability | referral bonus

  • possibility of working remotely | flexible working hours


  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • drinks

  • parking space for employees

  • leisure zone

  • holiday funds

  • christmas gifts

  • employee referral program

  • charity initiatives

  • extra leave

  • Currently, we are looking for someone to join our Wrocław’s center on the position of:

  • Team Manager - HR Customer Service Delivery

  • The Team Manager - HR Customer Service Delivery is responsible for managing the performance (service, productivity, quality) of a team delivering the day-to-day HR Customer Service Delivery operation to all employees and managers.

  • In this position you will be also responsible for ensuring the provision of high quality, consistent advice and support and HR and Pay administrative activity in a cost effective and efficient way, that positively impacts customer effectiveness, efficiency, and confidence.

Team Leadership

Drive performance of team and individuals using clear objectives, communications, and performance management.

Use the established Performance framework to lead, coach, mentor and develop direct reports to meet business needs and carries out probationary period assessments.

Develops plans and delivers induction and ongoing training for all staff delivering the HR Customer Service operation.

Creates a professional environment through leadership and promotes high performing teams.

Actively promote equality, diversity and inclusion within the organisation and lead team in a manner consistent with these principles.

Ensure the structure of the team is at an optimum and reflects customer service practices

Ensure that the HR Customer Service Delivery team has a good understanding of S+N customer needs and business objectives

Contributes to the development of SLAs. and ensure that suppliers are adequately briefed and tracks performance against SLAs

Monitor volume metrics and ensure any changes to volumes can be managed by the team

Smith&Nephew Sp. z o.o.

At Smith+Nephew, global medical technology company, we design and make technology that takes the limits off living, and we help healthcare professionals achieve the same goal. Together we improve life, while also improving performance. This formed the basis for our purpose, #LifeUnlimited, and our culture pillars of Care, Collaboration and Courage.

Care means that we show empathy and understanding for each other, our customers and patients.

Collaboration means we work together as a team, based on mutual trust and respect.

Courage is about continuous learning, innovation and accountability.

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