Manager, HR Operations Service Centre Greater EMEA

As Manager, HR Service Centre; Greater EMEA, you will lead the day-to-day delivery of HR services across more than 20 countries from our Liverpool Service Centre. You will manage a multilingual Tier 1 team responsible for resolving employee and manager enquiries with accuracy, efficiency, and exceptional service, while transacting key activities across the full employee lifecycle from hire to exit within Workday and related systems.

You will provide clear direction, coaching, and development to your team, driving performance through measurable objectives, continuous feedback, and a culture of accountability and collaboration. You will also oversee the effective use of Service Center technologies, lead process improvement and standardization efforts, and manage key projects to enhance service delivery and employee experience.

Working closely with the Associate Director, HRSC Greater EMEA, you will define and monitor performance standards to ensure service levels, quality, and productivity consistently meet or exceed expectations. Your team will act as the central point of contact for employees and managers across the region, ensuring every interaction and transaction reflects CSL's values and commitment to superior performance.

This role is Hybrid with 3 days a week on site is required at our Liverpool Site

The Role:

• Lead day-to-day HR Service Centre operations for Tier 1 across more than 20 EMEA countries, ensuring accurate and timely support for employees, managers, and HR stakeholders throughout the full employment lifecycle (hire to retire).
  
• Coach, guide, and develop HR Operations Advisors, fostering a culture of continuous learning, collaboration, and service excellence.
  
• Partner closely with the Associate Director, HRSC Greater EMEA, to define priorities, allocate resources, and deliver against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  
• Act as escalation point for complex or sensitive Tier 1 cases, ensuring they are resolved efficiently or transitioned appropriately to Tier 2 specialists, COEs, or vendors.
  
• Oversee and continuously improve end-to-end HR processes within the Service Center, identifying opportunities to streamline, automate, and digitize workflows using ServiceNow, Workday, and Power Automate.
  
• Support HR system transactions and data accuracy, including onboarding, job changes, personal data updates, and terminations within Workday and other platforms.
  
• Collaborate globally with HR Service Center leaders in EMEA, APAC and the Americas to ensure alignment, share best practices, and contribute to global initiatives.
  
• Build strong relationships with HR COEs, HRBPs, and vendors and other enabling functions to ensure effective service delivery and escalation management.
  
• Ensure high standards of communication, with all case documentation and employee correspondence recorded accurately and professionally in ServiceNow.

• CIPD Level 5 or above (or equivalent professional qualification) preferred.
  
• A bachelor's degree in human resources, or a related field is an advantage.
  

• Minimum 5 years' progressive experience in HR Operations or HR Shared Services, including at least 3 years of direct people management within a high-volume or multilingual environment.
  
• Experience supporting or managing HR operations across multiple EMEA countries, ensuring alignment with local legal and regulatory requirements.
  
• Proven track record leading Tier 1 service delivery across the full employee lifecycle including onboarding, job changes, benefits administration, data management, and separations with a strong focus on accuracy, compliance, and employee experience.
  
• Strong working knowledge of HR systems and tools; experience with Workday and ServiceNow is highly desirable.
  
• Demonstrated ability to coach, develop, and inspire team members through structured feedback, performance management, and capability building.
  
• Excellent communication skills; fluency in English required, with additional EMEA languages considered an advantage.