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HR Service Centre Team Lead

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About the role

This vacancy has now expired. Please click here to view live vacancies.
This is an exciting opportunity to work within a fast paced, busy environment for a leading global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries.
 
As a Team Lead within the Regional HR Service Centre (EMEA) you will be responsible for the delivery of a range of services provided by the team to ICON internal customers.  You will be responsible for delivering on the more complex services provided, through managing cases escalated by team members.  You will also be responsible for providing leadership to continually improve service level agreements, streamline processes, enhance team member engagement, support excellent customer service (including client-facing interaction), and manage regional or global projects.
 
As Team Leader HR Service Centre your key activities will include:
  • Contributing 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.
  • Monitoring 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
  • Becoming proficient in understanding and application of regional policies
  • Acting as an escalation point to Advisors on all MyHR processes and policies, from new starter, right through the employee life cycle to leaver process   
  • Contributing to the creation of Process Improvement Plans to improve quality and standardize (globally where possible) the service by identifying and recommending opportunities for improvement, including management of global projects and processes.
  • Supervising the delivery of the service of team members, ensuring that service standards are delivered against
As Team Leader HR Service Centre your skills and experience will include: 
  • Proven customer service skills
  • Supervisory experience and demonstrated leadership ability would be beneficial
  • Good organizational, planning and project management skills
  • Good oral and written communication skills
  • A strong team player, with excellent organizational and problem solving skills and the ability to work independently and lead and motivate a team.  The candidate must be able to multi-task and work well within a high pace pressurized environment.
 
Benefits of Working in ICON
 
Other than working with a great team of smart and energetic people, we also offer a very competitive salary and benefits package that includes an excellent pension scheme, private health care, and life assurance and staff recognition schemes. This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.

We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.
 
What’s Next
Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.
ICON is an equal opportunity employer - M/F/D/V and committed to providing a workplace free of any discrimination or harassment. 

Closing date for applications is Monday, 13th October 2014. 
*LI-AR2
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