HR Operations Manager

HR Operations Manager of the GSC HR stream ensures the delivery of high-quality and timely support services related to DLA Piper’s HR processes and systems. This role leads on all day-to-day activities to deliver medium- and short-term plans in line with the GSC HR strategy, ensuring all key performance metrics are being met, while leading the entrusted teams, providing direction to team members, monitoring workload and making decisions to ensure priorities are delivered sustainably at the same time.

Main duties and responsibilities

• Oversee HR operations in entrusted processes area and lead on all day-to-day activities to execute medium- and short-term plans in line with the GSC HR strategy, ensuring all relevant company standards and guidelines are met in process execution and the team is adequately coached on the quality standards
• Manage escalated service issues, monitor root cause analysis and remediation actions, regularly report on substandard service delivery; provide guidance and approval related to escalations to the direct reports and other people as delegated
• Closely cooperate with Senior Manager, global process owners & leads to drive efficiency, improve quality and timelines of service and remove structural issues impacting the service
• Manage process transitions, continuous improvement actions and other projects within entrusted processes area
• Facilitate integration with other functional areas including seeking opportunities for cross-team cost-effective solutions. Pay attention to the trends that might impact ways of working and service delivery
• Actively monitor and notify Senior Manager about a need to calibrate relevant performance metrics to assess team performance, quality of provided services, process efficiency and compliance with agreed service standards
• Drive regular service performance reviews, covering aspects of current performance (timelines, accuracy, volume, etc), demand/supply including relevant capability & capacity gaps, technology advancements, service complaints and efficiency. Coach others to incorporate different perspectives and seeks multiple sources to fully understand and solve problems
• Analyse performance data to identify, design and implement improvements in process and work organisation including active participation in technology implementations
• Take on leader's responsibilities: drive employee engagement across the team, ensure the team is capable, facilitate equitable access to training and development opportunities and leverage training resources, recruit new members and ensure their integration in the team, measure and evaluate individual and team performance, provide ongoing feedback, manage employee issues (with HR consultation), support Senior Manager in salary review and budgeting process, encourage open communication, promote well-being and build an environment and culture of support, collaboration, equality and trust

About you

• Relevant experience working in HR area. Transition experience and proven track record in managing mid to large scale operations including continuous improvement will be a strong asset
• Experience in people management, with proven experience or ability to manage the team during periods of continuous change
• Thorough understanding of relevant HR processes
• University degree, preferably in management, or other business discipline is desirable
• Good knowledge of Office 365 tools and advanced knowledge of MS Excel. IT-savvy, familiar with HR information systems and applicant tracking systems, workflow/service desk solutions (e.g. ServiceNow) and data reporting tools (e.g. Power BI). Knowledge of SAP SuccessFactors and ServiceNow is strongly preferred
• Strong written and verbal English skills to ensure clear communication in a global work environment
• Capable to communicate clearly with team members, as well as interact appropriately and effectively with clients and senior stakeholders, including expectations management skills
• Strong interpersonal, people management and leadership skills and ability to work in international diversified professional environment
• Excellent skills in managing entrusted substantive area, incl. problem solving, priority setting, planning, delegation, managing and evaluating work capabilities, with focus both on providing accurate and timely service to internal and external customers, and on supporting the team. Self-starter
• Strong drive and a consistently positive and collaborative attitude and a ‘can do’ approach while being able to work well on own initiative and as part of a wider team

About us

We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.

Agile 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.