HR Service Centre Team Lead

Job Title: HR Service Centre Team Lead

Location: Ireland, Dublin

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

The Role:

• Recognize, exemplify and adhere to ICON's values which embrace Excellence in Execution, Exceeding Expectations, and Enhancing Relationships.
• Contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business, adhering to cost effectiveness, and meeting client needs with exceptional customer service.
• Monitor trends calls/e-mails on re-occurring issues and problems that arise from the customers and provide feedback to management regarding necessary changes and updates, including proactive communication with other departments/regions/customers in identifying and resolving issues
• Become proficient in understanding and application of regional policies
• Act as an escalation point to Advisors on all MyHR processes and policies, from new starter, right through the employee life cycle to leaver process
• Contribute to the creation of Process Improvement Plans to improve quality and standardize (globally where possible) the service by identifying and recommending opportun ities for improvement, including management of global projects and processes.
• Assess and allocate variable work that comes into the Service Centre
• Supervise the delivery of the service of team members, ensuring that service standards are delivered against
• Be proficient in the use of HR Information Systems with responsibility for educating and supporting the team.
• Motivate, train and coach team members to ensure individual development and continual service improvement
• Provide briefings to the team on updates/issues as appropriate
• Travel (approximately 5%) domestic and international as required
• Other duties as assigned

Benefits of Working in ICON:

Our success depends on the knowledge, capabilities and quality of our people. That's why we are committed to developing our employees in a continuous learning culture -one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career -both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.

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