Team Lead HR Operations 1st line

Job TitleRegional Team Lead HR Service Desk EMEAJob DescriptionRole PurposeThe Regional Team Lead HR Service Desk EMEA is responsible for ensuring the effective delivery of HR services by leading the Service Desk team while actively analyzing SLA performance, KPIs, backlog trends, and recurring issues to identify improvement opportunities. The role combines people leadership and process ownership to drive service excellence and alignment with the global HR operating model and processes. The position operates as a hybrid role (3 days in the office min).Your departmentYour 1st line operational team is positioned within the Global HR Shared Services department and reports directly and functionally into the Global HR Service Desk Lead (location Veghel - The Netherlands), who reports into the Global Head of Regional HR and Global HR Services within Global HR. You deliver 1st line HR services (query and transaction resolution) to all Vanderlande employees and managers within the EMEA region. Your team plays a key role in the satisfaction of our customers as they have regular contact for 1st line support.We continuously improve our service environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery. Key responsibilities:Team Leadership & People Management (Primary Focus)Lead, coach, and develop a team of HR Service Agents (16 employees located in NL, UK, ES, ME, DE) to deliver high-quality support.Set clear performance expectations and monitor team KPIs (e.g., SLA adherence, quality, customer satisfaction).Conduct regular 1:1s, performance reviews, and development planning.Foster a high-performance, customer-centric, and continuous improvement culture.Act as the first escalation point for complex or sensitive HR cases.Support workforce planning, scheduling, and workload distribution.Service DeliveryDeliver HR services in line with defined processes and service level agreements.Translate operational insights into practical actions that improve service quality, efficiency, and team performance. Promote structured ways of working by clarifying processes, priorities, and handover points. Ensure accuracy, completeness, and compliance in all transactions.Provide guidance and support to team members on case handling and policy interpretation.Contribute directly to achieving operational targets and service desk performance.Process Management & Continuous ImprovementDrive alignment of global processes and local needs within the global HR service delivery model.Identify, prioritize, and implement process improvements to increase efficiency and service quality.Drive maintenance and continuous improvement of knowledge base documentation.Support the implementation of new tools, systems, and processes.Ensure standardization and consistency in ways of working across the team.Support continuous improvemen...