Your role
The People Operations Lead plays a critical role in supporting the People Operations & Excellence Leader in managing day-to-day human capital operations and driving business process excellence initiatives. This position ensures compliance with quality standards and oversees the achievement of Service Level Agreements (SLA) and Key Performance Indicators (KPIs) targets for both generalist and specialist teams.
Key accountabilities
- Lead Generalist (L1) and Specialist (L2) teams within the People Operations pillar, fostering a culture of compliance, innovation, and high performance in alignment with organizational goals.
- Monitor, analyse, and report monthly on the achievement of SLAs and KPIs, leveraging insights to drive process enhancements and operational efficiencies.
- Implement robust controls to mitigate operational risks and ensure strict compliance with HR policies, procedures, data management practices, and control measures within the team.
- Work closely with the business process excellence pillar in driving operational efficiency through continuous improvement initiatives, use of automation tools and optimising day-to-day workflows
- Develop, maintain, and govern the knowledge base for all HR processes, ensuring comprehensive documentation such as process maps, workflows, standard operating procedures, and RACI matrices.
- Support system implementations and continuous improvement initiatives on both global and local levels
Key working relationships
- Peers in Human Capital including team lead
- Other colleagues in Finance, Digital, Practice Management, Facilities and Services
- PwC employees
Skills, experience and qualifications
- 6-8 years of experience in HR Shared Services or Business Process Outsourcing (BPO) environments with ticketing system(s) preferred.
- Demonstrated understanding of HR operations and proven track record of managing and leading teams effectively.
- Strong self-motivation and proactive approach to problem-solving and identifying improvement opportunities.
- Excellent interpersonal, communication, and negotiation skills, both written and verbal.
- Strong analytical and problem-solving abilities, with attention to detail.
- Proficiency in Microsoft Excel and Power Query is required.
- Proficiency with Workday and ServiceNow is required.
- Familiarity with productivity tools such as Alteryx, Microsoft Visio, and Power Automate is an advantage
