*About Pearson *
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. Were on a journey to be 100% digital to ensure we can deliver direct to consumers everywhere. This has only been accelerated by COVID-19. To meet the changing needs of the global population we have developed a new strategy with ambitious targets.Our Purpose | Add Life to a Lifetime of Learning
Position Summary:
Position Title: GPC Team Lead (C2), HR Operations, shared services
Position Type: Full-Time, hybrid with regular visits to Warsaw or Manilla office
The GPC Team Lead is responsible for overseeing the Global People Care team, providing advanced support and resolution for complex HR issues. The Team Lead ensures the team meets performance standards, drives process improvements, and maintains high levels of customer satisfaction. This role requires strong leadership skills, extensive HR knowledge, and the ability to manage multiple priorities effectively.
Key Responsibilities:
Team Leadership: Supervise and guide the team members, conduct weekly performance reviews, provide feedback, and support professional development; foster a collaborative and high-performance culture within the team.
Service Delivery: Ensure timely and accurate resolution of complex HR inquiries and issues escalated from the digital assistant; monitor and manage team performance against SLAs and KPIs; develop strategies to enhance service delivery and improve customer satisfaction.
Issue Resolution: Address and resolve escalated HR issues and cases that require advanced knowledge and expertise; provide guidance and support to team members on complex cases.
Process Improvement: Identify opportunities for process improvements within the HR Shared Services function; lead initiatives to streamline HR processes and implement best practices; collaborate with other HR teams to ensure cohesive and efficient service delivery.
Training and Development: Develop and deliver training programs for the Global People Care team to enhance their skills and knowledge; ensure team members are up-to-date with HR policies, procedures, and systems.
Collaboration and Communication: Act as a liaison between the Global People Care team and other HR departments, such as Payroll, Benefits, and Talent Acquisition; facilitate effective communication and collaboration across the HR organization.
Reporting and Analysis: Oversee the maintenance and accuracy of employee records in HR systems; analyze HR data to identify trends, issues, and opportunities for improvement (weekly, monthly, quarterly dashboard review); prepare and present regular reports on team performance and key metrics.
Compliance and Risk Management: Ensure team adherence to company policies, procedures, and legal requirements; identify potential risks and develop strategies to mitigate them.
Role Requirements:
Bachelors degree in Human Resources, Business Administration, or a related field. Advanced degree or HR certification (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR) preferred.
Solid experience in HR, including in an HR Shared Services or supervisory role.
Proven experience with HRIS systems (e.g., Workday, SAP, Oracle) and ticketing systems.
Strong leadership and team management skills.
In-depth knowledge of HR policies, procedures, and best practices.
Excellent problem-solving and analytical abilities.
Effective communication and interpersonal skills.
Ability to handle confidential and sensitive information with discretion.
Strong organizational and time management skills.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Customer-focused mindset with a commitment to delivering high-quality service.
Ability to work independently and collaboratively.
Adaptability and willingness to embrace change.
Strong work ethic and proactive approach to problem-solving.
We got for you a great range of benefits:
Opportunity to work in a global environment and grow your professional network.
Personal growth - Unlimited access to rich sources of knowledge (Coursera, A Cloud Guru, Safari Books).
Attractive benefits including MultiSport Card, cinema and theatre tickets, touristic excursions, etc.
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