- Metro Global Solution Center (MGSC) is internal solution partner for METRO, a - 31 Billion international wholesaler with operations in more than 30 countries.

- The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots.

- In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD).

- HoReCa and Traders are core customer groups of METRO.

- The HoReCa section includes hotels, restaurants, catering companies as well as bars, Cafes and canteen operators.

- The Traders section includes small grocery stores and kiosks.

- The majority of all customer groups are small and medium-sized enterprises as well as sole traders.

- METRO helps them manage their business challenges more effectively.

- MGSC, location wise is present in Pune (India), Dsseldorf (Germany) and Szczecin (Poland).

- We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day.

- We are setting tomorrow's standards for customer focus, digital solutions, and sustainable business models.

- For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin.

- This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion.

- We believe that we can add value, drive efficiency, and satisfy our customers.

Job Description:

We are looking for:

- Join our dynamic HR Shared Services team as a Team Lead, where you'll play a crucial role in managing the employee life cycle for the EU region of a leading wholesale organization.

- In this role, you will be part of an agile team that delivers efficient and proactive HR support to both employees and managers across multiple European countries.

- Your contributions will be key to ensuring seamless HR service delivery and a positive employee experience.

If you choose to join us, you will be:

Key responsibilities/accountabilities:

- Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery.

- Manage and resolve complex employee inquiries received through multiple channels (,ServiceNow, HR Portal), ensuring timely and compliant resolution aligned with SLAs.

- Oversee and ensure efficient administrative support for all HR processes, while maintaining adherence to SLAs and internal compliance standards.

- Monitor and manage transaction volumes, team workload, and case resolution metrics, sharing regular performance updates during HRSS service delivery meetings with stakeholders.

- Coordinate with internal HR teams and cross-functional departments to ensure seamless service delivery and support across all operational touchpoints.

- Ensure Standard Operating Procedures (SOPs) and process maps are consistently maintained, updated, and adhered to across all HR activities.

- Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team in collaboration with HR and business leaders to drive operational efficiency.

- Prepare and present performance trend reports, highlighting key insights, service gaps, and recommendations for improvement to HR leadership.

- Conduct regular quality checks and audits to validate data accuracy, compliance, and adherence to standard processes.

- Provide ongoing support, feedback, and performance development to team members, fostering a culture of continuous improvement and accountability.

- Act as the primary point of contact for HR stakeholders, building and maintaining strong relationships to ensure transparency and alignment on expectations.

- Proactively manage and resolve escalations, ensuring compliance standards are met and trends are analyzed to identify root causes and implement preventive solutions.

- Contribute to and lead larger HR projects or initiatives as required, supporting transformation, technology implementation, or service optimization efforts.

- Drive consistency in ways of working, ensuring standardized processes are implemented and continuously improved across the HRSS team.

Qualifications:

- Graduate or Postgraduate with 8 - 10 years of experience in HR transactional and operational services.

Here are the desired Skills and Experience:

- Experience, preferably in a HR Shared Services function supporting European Union.

- Should have at least 4 years of experience leading/managing a team of at least 7-10 employees.

- Considerable experience in a HR Shared Services or HR Operations function.

- Proficiency in data entry and maintenance in HR systems like Oracle and SAP.

- Excellent communication skills with the ability to articulate at all levels.

- Experience in performing quality review of completed personnel and organizational data change actions.

- Strong experience of enabling tools including in depth knowledge of Microsoft products.

- Skilled in analysis and reports.

- Adaptability to new technologies and regional complexities.

- Exceptional customer service and collaboration skills.