HR Services Operations Team Leader

About the Role
Our people are at the heart of everything we do, and we're looking for an experienced HR professional to join our Shared Service Centre as an HR Services Operations Team Leader. This is an exciting opportunity for a highly organised, people-focused leader to oversee our HR Operations team and ensure the seamless delivery of HR administration and employee lifecycle services across the business.
The successful candidate will play a key role in driving service excellence, leading and developing a high-performing team, and continuously improving HR processes to enhance the employee experience. If you have experience in HR Shared Services, HR Operations, or People Services and enjoy combining leadership with operational excellence, we'd love to hear from you.
What You'll Be Doing
Leading and Developing the Team
Lead, motivate, coach, and develop a team of HR Operations professionals.
Conduct regular one-to-one meetings, performance reviews, and development discussions.
Allocate workloads and resources effectively to ensure service delivery targets are met.
Support recruitment, onboarding, and training of new team members.
Foster a culture of collaboration, accountability, and customer service excellence.
Delivering Outstanding HR Services
You will oversee the accurate and timely delivery of employee lifecycle activities, including:
Recruitment administration
New starter and onboarding processes
Contract changes
Promotions and transfers
Family leave administration
Leaver and offboarding processes
You'll monitor team performance against Service Level Agreements (SLAs) and act as the first escalation point for complex HR operational queries.
Supporting Employees and Managers
Provide guidance on HR policies, procedures, and systems.
Resolve escalated employee and manager queries.
Ensure a positive and professional customer experience.
Managing HR Systems and Data
Maintain accurate employee records and HR data.
Monitor data quality and implement corrective actions where needed.
Support system upgrades, testing, and process enhancements.
Produce operational reports and management information.
Ensuring Compliance
Ensure compliance with employment legislation, GDPR, and company policies.
Support HR audits and governance reviews.
Maintain the confidentiality and security of employee information.
Ensure all HR documentation is legally compliant and accurate
Driving Continuous Improvement
Identify opportunities to improve efficiency and service delivery.
Support automation and digital HR initiatives.
Contribute to HR transformation projects.
Develop and maintain standard operating procedures.
Building Strong Stakeholder Relationships
Partner with managers and HR colleagues across the business.
Work closely with Payroll, Finance, Recruitment, and Learning & Development teams.
Support wider organisational and HR projects.
What We're Looking For
Essential Experience & Skills
Experience working within HR Operations, HR Shared Services, or People Services.
Previous team leadership or supervisory experience.
Strong understanding of HR processes and employee lifecycle administration.
Experience working with HR systems and employee data.
Excellent organisational and prioritisation skills.
Strong customer service focus.
Experience handling confidential information with discretion.
GCSEs (or equivalent) in English and Maths
Desirable
CIPD Level 3 or Level 5 qualification.
Experience within a Shared Services environment.
Knowledge of UK employment legislation.
Experience leading process improvement initiatives
Benefits
A competitive salary and discretionary bonus
Study support and career development pathways
25 days’ holiday + bank holidays, plus banked hours
Hybrid working: 3 days in the office, 2 from home
Pension scheme, life assurance, income protection
Employee assistance programme and digital GP access
Cycle to work scheme and discounts on shopping, travel and more
Location: Caerphilly
Hours: Monday – Friday - 09:00 – 17:00 (we operate on a hybrid basis, with 3 days in the office and 2 at home)
Contract: Perm
About us
We are DS Smith, together with International Paper, we are a global leader in sustainable packaging solutions and other fibre-based products. We believe a better, more sustainable tomorrow is possible with the right people, who challenge and support one another to enact positive change. We employ more than 65,000 colleagues in North America and Europe, Middle East and Africa (EMEA), who are experts in innovation, manufacturing, design, sales, sustainability, supply chain, and much more. Together with our customers, we make the world safer and more productive, one sustainable packaging solution at a time. Become part of a world-leading organisation and do your best work with us!
Fair recruitment at DS Smith
To fulfil our purpose of redefining packaging for a changing world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed.
Our people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria
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