Head of HR Operations, GBS

Department: Operations

Employment Type: Full Time

Location: Warsaw, Poland

Description

Instant Impact is working in partnership with a leading professional services firm to support their ambitious plans for growth, transformation and operational excellence.

Role Overview

The Head of HR Operations GBS is responsible for overseeing the delivery of high-quality administrative and business support HR services to lawyers and business operations teams globally. The role is accountable for operational excellence, service delivery, people leadership, continuous improvement, and stakeholder management. The successful candidate will work closely with GBS leadership, HR leadership, HR process excellence teams, and IT to drive performance, efficiency, and service quality, while ensuring that GBS is positioned as a trusted strategic partner to the firm’s global business.

Key Responsibilities

Strategic Leadership and Change

Set and communicate the vision, strategy and operating model for GBS HR Operations, aligned with the firm’s strategic agenda.
Act as a change leader, introducing new HR technologies and service models and identifying opportunities to expand the services delivered through the centralised model.
Build the reputation and profile of the HR GBS team, representing it at the core management forums of both GBS and HR.

Service Delivery and Operational Excellence

Oversee the day-to-day running of GBS HR Operations across all administrative functions and geographies, allocating resources to meet changing business demands.
Set, monitor and report on SLAs, KPIs and quality metrics, including designing and implementing a quality assurance model.
Manage escalations and resolve complex operational issues, working closely with internal payroll teams and external outsourcing partners.

People Leadership

Build, lead and develop a high-performing team of team leaders and administrative professionals, owning workforce planning, recruitment, performance management and succession planning.
Foster a client-focused culture of accountability, inclusiveness, engagement and continuous learning.
Provide pastoral care to Warsaw-based HR team members who report to line managers in other countries.

Continuous Improvement and Transformation

Lead process standardisation, improvement and transformation initiatives, embedding best practice from across the business services industry.
Drive the digitalisation and automation of HR services, partnering with the HR Systems Manager to maximise the OneHR (Oracle) experience.
Support the transition of new administrative services into GBS.

Governance, Finance and Stakeholder Management

Ensure compliance with firm policies, regulatory requirements, confidentiality obligations and information security standards, maintaining robust controls and up-to-date process documentation.
Manage resource plans, contribute to budgeting, monitor operational costs and report on performance to senior leadership.
Build strong relationships with partners, lawyers and business leaders across jurisdictions, leading regular governance meetings and service reviews.

Skills, Knowledge and Expertise

Essential

Significant experience in managing operations within a shared services, business services, professional services, or legal environment.
Proven leadership experience in managing large operational teams.
Strong knowledge of shared services principles, service management, and operational best practices.
Experience in establishing and monitoring KPIs, SLAs, and performance management frameworks.
Demonstrated success in leading process improvement and transformation initiatives.
Excellent stakeholder management and relationship-building skills.
Strong analytical and problem-solving capabilities.
Experience of working in a complex, international, matrix-managed organisation.
Excellent written and verbal communication skills in English.

Preferred

Experience working within a law firm or professional services organisation.
Familiarity with legal support functions and legal operations.
Lean Six Sigma or other relevant continuous improvement qualifications.
Experience in implementing workflow, automation, or service management technologies.
Additional European language skills would be an advantage.

This role requires the candidate to work from Warsaw office at least 3 days a week.

Benefits

Annual discretionary bonus scheme
Private medical insurance
Life assurance
Company pension scheme
Employee Assistance Programme
Flexible working available from day one
Enhanced family leave policies, plus up to 5 days’ carers leave
Annual sports allowance of €200
Loyalty awards for years of service
Global employee-led inclusion networks and an active sports and social calendar

Please note we use AI to help us assess applications fairly and objectively.

Key Responsibilities

Skills, Knowledge and Expertise

Benefits

About Instant Impact Recruitment Poland