HR Service Centre Manager Emea

The Manager, HR Service Center is responsible for leading and developing a team of five HR Operations Advisers to deliver high-quality, compliant, and customer-focused HR services across 23+ countries in EMEA. The role drives operational excellence across the full employee lifecycle - ensuring service levels, quality standards, and customer satisfaction targets are consistently met or exceeded. Acting as a key enabler of the HRSC's maturity and capability, the Manager builds a knowledgeable, trusted, and collaborative team. **Main Responsibilities and Accountabilities:** * **People Leadership:** Lead, coach, and develop a team of five HR Operations Advisers — holding regular 1:1s, identifying capability gaps, creating individual development plans, and building a high-performing, engaged team. * **Service Level Performance:** Own and drive HRSC performance against defined SLAs. * **Quality Assurance:** Maintain and continuously improve quality standards across transaction accuracy, customer service behaviours, and audit outcomes - embedding a culture of getting the basics right every time and continuous learning. * **Process Improvement & Infrastructure:** Drive and lead HRSC process improvement initiatives across the EMEA region - identifying inefficiencies, designing better ways of working, and building the operational infrastructure of the function alongside day-to-day delivery. * **HR Compliance:** Ensure all HR processes, transactions, and advice delivered by the team are compliant with relevant EMEA employment legislation and company policy maintaining up-to-date knowledge across the region. * **Stakeholder Management:** Collaborate with HR Operations Specialists, Global and Regional HR Service Center leaders, HR Business Partners, COEs, Talent Acquisition, HR Technology, and Total Rewards to ensure seamless end-to-end process execution and strong cross-functional relationships. * **Project Leadership:** Own and deliver HRSC improvement projects end-to-end - leading workstreams, managing timelines, coordinating with relevant stakeholders, and ensuring outputs land in the function and stick. * **Knowledge & Standards:** Contribute to the development of knowledge assets, SOPs, and training materials in collaboration with HR Operations Specialists - ensuring the team operates from a consistent, high-quality knowledge base. * **Escalation Management:** Act as an escalation point for complex or sensitive cases within the team's remit - resolving issues, transparently, collaboratively ensuring that future escalations are mitigated and lessons are learned.. * **Reporting & Insight:** Monitor and report on team and function performance - providing the Associate Director with timely, accurate data on SLAs, quality, customer satisfaction, and team development progress, and using insight to inform priorities and decisions. **Position Qualifications and Experience Requirements:** **Education:** * Bachelor's degree in HR Management or related field, CIPD Level 5, or equivalent. CIPD Level 7 desirable. **Experience:** * Proven experience managing a multi-country HR Service Center supporting an EMEA region * Demonstrable people leadership experience, including performance management and team development * Experience owning and delivering HRSC improvement projects end-to-end * Track record of driving performance against defined SLA and quality targets * Working knowledge of EMEA employment law and HR compliance across multiple jurisdictions * Hands-on experience with Workday and/or ServiceNow (or comparable platforms) * Experience with inContact or similar contact centre telephony (desirable) **Competencies:** * People Leadership & Team Development * Operational Excellence & Performance Management * Critical Thinking & Problem Solving * HR Knowledge & Compliance * Stakeholder Collaboration & Relationship Building * Continuous Improvement & Innovation * Accountability & Ownership **About CSL Seqirus** --------------------- CSL Seqirus is part of CSL. As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. With state-of-the-art production facilities in the U.S., the U.K. and Australia, CSL Seqirus utilizes egg, cell and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries around the world. To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit [https://www.csl.com/](https://www.csl.com/) and CSL Plasma at [https://www.cslplasma.com/](https://www.cslplasma.com/). **Our Benefits** For more information on CSL benefits visit [How CSL Supports Your Well-being | CSL](https://www.csl.com/careers/your-well-being). **You Belong at CSL** At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.  To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging **Equal Opportunity Employer** CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit [https://www.csl.com/accessibility-statement](https://www.csl.com/accessibility-statement). **Watch our ‘On the Front Line’ video to learn more about CSL Seqirus**