HR Service Delivery Team Lead

The purpose of this role is to lead a team of 7 HR Generalists to efficiently deliver HR Processes on HRI system and address employee queries to meet the requirements of the business. This role will contribute to the strategic development of HR Service initiatives and provide input on process design to deliver service enhancements. The role will work with other teams to conduct root causes analysis and drive continued improvements. This role will work with a range of stakeholders including employees, supervisors and managers, HR Centres of Excellence, HR colleagues in the business units, IT as well as partnering with the payroll function of SSC and the timekeeping function of WSO. This role will contribute to the strategic development of HR processes to service the business. This role reports to the HR Service Delivery Manager. 

Key Responsibilities:

• Recruit, retain, coach, develop and lead a highly responsive team of HR Generalist that fully meet the HR Operations and Helpdesk requirements of the business.
• Lead a team of HR professionals to deliver a simple, consistent customer experience in all areas relating to HR policy, process, and systems through the HRi Helpdesk.
• Lead the team to deliver on and meets all KPIs and SLAs relating to key HR processes and responsible for customer satisfaction with the HRi Helpdesk service.
• Responsible for issuing all tailored individual HR communications sent to employees not automated through HRi.
• Contribute to the identification of root causes, process and service gaps, and roadblocks to both transactions on new HRIS system and quality customer service as well as delivers improvement in HR process.
• Support the HR Service Delivery Manger to partner with the SSC Payroll team, WSO team, HR Centres of Excellence and HR Colleagues working in the business units to achieve collective goals in HR and to deliver a seamless HR Service to daa employees, managers, and the business.
• Contribute to the driving the design and implementation of revised or new HR business processes that improve quality, reduce cost, and eliminate non-value add work.
• Support the implementation of the new HR operating model and the delivery of automated solutions for HR business processes, analytics, and reporting.

Knowledge, Skills & Experience:

• HR or Business-related discipline third level qualification (NFQ7).
• Strong customer service ethos and a proven ability to establish positive relationships with stakeholders.
• 3 years’ Service Delivery (HR or call centre) experience gained within a complex, diverse, and fast paced environment.
• Experience managing a team with strong people leadership skills.
• Knowledge of core HR processes and ability to develop deep understanding.
• Experience working with HR Systems/HRIS system/reporting tools.
• Strong customer service ethos and a proven ability to establish positive relationships with stakeholders.
• Experience in retrieving, analysing, interpreting, and reporting HR information and data.
• Strong ability in using MS Office (MS Excel, MS word, Visio, and MS PowerPoint, in particular).
• Well-developed prioritisation, analytical and problem-solving skills.
• Excellent organisation skills including the ability to present information clearly and concisely to influence and drive decision making.
• Continuous improvement approach to process design and development.
• Ability to effectively manage completing deadlines and work well both independently and in a team environment.
• Strong problem solving, influencing and facilitation skills.
• Excellent oral and written communication skills.
• CIPD HR Qualification desirable.
• Committed to daa values & leadership standards.

daa is an equal opportunities employer committed to celebrating diversity & inclusion and recognising the value that difference can bring, both for our business and for our people. We encourage applications from candidates with diverse backgrounds, perspectives, and experience. We ensure our recruitment process is accessible to all and offer reasonable accommodations to applicants at all stages of the selection process.