HR Team Manager with Spanish / Portuguese

HR Team Manager with Spanish / Portuguese
Nr ref.: 2482836


Service Delivery:

  • Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process
  • Manage the teams workload by ensuring that there is an effective process for allocating tasks or cases
  • Make sure there is a process in place to manage fluctuations in volumes, and ensure that the teams capacity to deliver is maintained throughout the year
  • Use active & visual management to make sure that business requirements, SLAs and quality measures are understood by the team and are the focus of their daily work
  • Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, client requirements and priorities
  • Measure the level of internal and/or external client satisfaction, taking corrective action where necessary
  • Produce, analyze and share metrics and reports that describe the productivity and quality of the teams work
  • Ensure that processes are documented and that knowledge is captured, documented and shared within the team
  • Put a system in place to train new hires / less experienced team members in the teams processes and tools
  • Provide support for the team members in communicating issues to other teams and ensuring timely resolution
  • Respond to and remove any issues that negatively impact the teams ability to work efficiently, e.g. IT issues, communication breakdowns
  • Ensure that the team is aware of and can respond to risks that may impact service delivery or client satisfaction
  • Ensure that team members record their working time accurately

 Change Management:

  • Analyze data on the output of the teams work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity
  • Engage the team in identifying processes, tools and documentation that can be improved, and encourage team members to suggest and implement ways to enhance service delivery
  • Develop a culture of continuous improvement within the team
  • Ensure that processes and systems are updated in line with any statutory or legislative changes.
  • Cooperate fully with auditors, both internal and external, and make sure that any resulting recommendations are implemented
  • Co-ordinate any projects that impacts your team, ensuring that the project delivers the required result.
  • If required, manage the transition of work to or from your team

People Management:

  • Initiate and participate in recruitment processes to fill any team vacancies
  • Make rounded hiring decisions by checking that candidates have the right level of motivation, competence, technical know-how and communication skills to be valuable members of the team
  • Set performance goals for colleagues based on the SMART model, and make sure that they are recorded in the Workday
  • Keep track of colleague performance and intervene appropriately if and when performance does not meet expectations
  • Hold monthly 1-2-1s with your colleagues to review performance, discuss issues, share feedback, discuss progress towards goals, plan upcoming actions and appreciate colleague’s efforts
  • Evaluate and rate colleagues performance at the end of each year, ensuring they receive accurate written feedback
  • Use the Workday COMPs module to make recommendations for colleagues bonuses and salary in line with their performance rating
  • Make use of a skills/capability matrix or development map to assess a colleagues current skill level. Assign the colleague to work shadowing, self-study or training to resolve any skill gaps
  • Hold a development conversation with colleagues about their career aspirations and agree long-term development goals and activities that will help the colleague move their career forward
  • Assign development activities for colleague based on the 70-20-10 model
  • Work with your manager / Talent Development to ensure that key talents have an appropriate development plan
  • Prepare, regularly review and update succession plans for the team
  • Manage absences in the team in accordance with work volume and HR policy
  • Promote a pro-active and responsible culture within the team based on professional standards of behaviour
  • Take action to integrate the team and make sure that any internal conflicts are resolved
  • Manage the flow of communication within the team, ensuring that information is cascaded effectively to the team
  • Monitor the level of engagement within your team and take action to increase it
  • Recognize colleagues for their contributions and accomplishments


  • At least 1 year of experience in managing group of 5-10 people
  • Very good knowledge of English and Spanish or Portuguese (C1)
  • Prior experience in Workforce Administration
  • Ability to promote a spirit of shared responsibility within the team
  • Proven ability to manage multiple tasks at a time while paying strict attention to details
  • Ability to make decisions and improvements based on metrics
  • Strong problem-solving skills
  • Excellent interpersonal skills
  • Ability to communicate difficult messages
  • Excellent written and oral communication skills
  • Ability to work and communicate in the culturally diverse team
  • Understanding of improvement and quality tools
  • Strong ability to delegate tasks and execute results
  • Very good organizational & time management skills
  • Ability to deal with stress and tight deadlines
  • University degree or equivalent
  • Spotless record and strong ethos

We offer:

  • The best medical cover on the market with free dental care
  • Generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
  • Stability of employment and permanent contract after trial period
  • Brand new office supporting collaboration, flexibility and activity-based working
  • Internal career opportunities and individual development plan
  • Unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
  • Lots of social events, charity actions and opportunities to integrate with colleagues

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