HR Operations Team Leader, GBS

Department: Human Resources

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 HR Operations Team Leader is responsible for leading a team within the Global Business Services function, ensuring the delivery of high-quality, efficient, and consistent HR support services to internal stakeholders across the firm. The role combines people leadership, operational management, continuous improvement, and stakeholder engagement to drive service excellence and support the firm's strategic objectives. The successful candidate will foster a culture of collaboration, accountability, and continuous improvement, while ensuring adherence to established service standards, procedures, and performance targets.

Key Responsibilities

Team Leadership and People Management

Lead, motivate and develop a team of GBS HR Operations professionals, setting clear objectives and managing performance, conduct and attendance.
Support recruitment, onboarding, training and succession planning, fostering a positive, inclusive and high-performing team culture.
Provide pastoral care to Warsaw-based HR team members who report to line managers in other countries

Operational Management, Risk and Compliance

Oversee day-to-day HR Operations delivery, allocating resources and managing priorities to consistently meet service levels and quality standards.
Produce and analyse KPIs and management reports, working closely with internal payroll teams and external outsourcing partners.
Ensure compliance with firm policies, legal requirements and internal controls, supporting audits and promoting strong data confidentiality and information security.

Stakeholder Management

Build strong relationships with internal clients, business support functions and firm leadership, acting as a key point of contact for queries and escalations.
Collaborate with global and regional teams on firm-wide initiatives, championing the reputation and profile of the HR GBS team.

Continuous Improvement

Lead and support process improvement, standardisation and automation initiatives to improve efficiency, quality and the client experience.
Support change management for new systems and processes, and recommend changes to HR policies and procedures to harmonise practices and adopt market best practice.

Candidate Requirements

Essential

Bachelor’s degree or equivalent.
Previous experience leading a team within a Shared Services, Business Services, or Professional Services environment.
Strong people management and leadership skills.
Experience managing performance against KPIs and service level agreements (SLAs).
Excellent organisational and prioritisation skills.
Strong analytical and problem-solving capabilities.
Excellent stakeholder management and relationship-building skills.
Strong team player with a collaborative approach.
Advanced proficiency in HR Systems and Microsoft Office applications, particularly Excel.
Excellent written and verbal communication skills in English and Polish.

Desirable

Master’s degree.
Experience within a law firm, professional services organisation, or other international matrix environment.
Experience working in a Shared Services Centre (SSC), Business Process Outsourcing (BPO), or Global Business Services (GBS) environment.
Knowledge of Lean Six Sigma or other continuous improvement methodologies.
Experience supporting process improvement, transformation, or automation initiatives.
Hands-on experience in transitioning processes to a Global Business Services (GBS) organisation.

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

What We Offer

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

Candidate Requirements

What We Offer

About Instant Impact Recruitment Poland