Team Lead – HR Shared Services

Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €31 Billion international wholesaler with operations in more than 30 countries. The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots. In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD). 

HoReCa and Traders are core customer groups of METRO. The HoReCa section includes hotels, restaurants, catering companies as well as bars, cafés and canteen operators. The Traders section includes small grocery stores and kiosks. The majority of all customer groups are small and medium-sized enterprises as well as sole traders. METRO helps them manage their business challenges more effectively. 

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

We are looking for…..
Join our dynamic HR Shared Services team as a Team Lead, where you'll play a crucial role in managing the employee life cycle for the EU region of a leading wholesale organization. In this role, you will be part of an agile team that delivers efficient and proactive HR support to both employees and managers across multiple European countries. Your contributions will be key to ensuring seamless HR service delivery and a positive employee experience.

If you choose to join us, you will be…..

Key responsibilities/accountabilities-

• Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery.
• Manage and resolve complex employee inquiries received through multiple channels (e.g., ServiceNow, HR Portal), ensuring timely and compliant resolution aligned with SLAs.
• Oversee and ensure efficient administrative support for all HR processes, while maintaining adherence to SLAs and internal compliance standards.
• Monitor and manage transaction volumes, team workload, and case resolution metrics, sharing regular performance updates during HRSS service delivery meetings with stakeholders.
• Coordinate with internal HR teams and cross-functional departments to ensure seamless service delivery and support across all operational touchpoints.
• Ensure Standard Operating Procedures (SOPs) and process maps are consistently maintained, updated, and adhered to across all HR activities.
• Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team in collaboration with HR and business leaders to drive operational efficiency.
• Prepare and present performance trend reports, highlighting key insights, service gaps, and recommendations for improvement to HR leadership.
• Conduct regular quality checks and audits to validate data accuracy, compliance, and adherence to standard processes.
• Provide ongoing support, feedback, and performance development to team members, fostering a culture of continuous improvement and accountability.
• Act as the primary point of contact for HR stakeholders, building and maintaining strong relationships to ensure transparency and alignment on expectations.
• Proactively manage and resolve escalations, ensuring compliance standards are met and trends are analyzed to identify root causes and implement preventive solutions.
• Contribute to and lead larger HR projects or initiatives as required, supporting transformation, technology implementation, or service optimization efforts.
• Drive consistency in ways of working, ensuring standardized processes are implemented and continuously improved across the HRSS team.

Graduate or Postgraduate with 8 - 10 years of experience in HR transactional and operational services.

Here are the desired Skills and Experience…

• Experience, preferably in a HR Shared Services function supporting European Union
• Should have at least 4 years of experience leading/managing a team of at least 7-10 employees
• Considerable experience in a HR Shared Services or HR Operations function
• Proficiency in data entry and maintenance in HR systems like Oracle and SAP.
• Excellent communication skills with the ability to articulate at all levels
• Experience in performing quality review of completed personnel and organizational data change actions
• Strong experience of enabling tools including in depth knowledge of Microsoft products. Skilled in analysis and reports.
• Adaptability to new technologies and regional complexities
• Exceptional customer service and collaboration skills