Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes—from single-person startups to large enterprises. Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success. As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation. Be Sage, build on.
The People Services Team Leader is accountable for the team of People Services Representatives or Specialists as the case maybe and is responsible for the people management activities of this team, ensuring appropriate support, objective setting and work allocation of the team members. He/she is responsible for building and maintaining a work environment conducive to teamwork, creativity, quality, and productivity within his teams. The People Services Team Leader is also an experienced People Services team member with a greater depth of People Service functional knowledge, who provides an escalation route for complex case resolution within the People Service population.
Why Sage?
At Sage you will have the following benefits:
- work-life-balance environment & home office one day/week
- up to 5 days special leave per year for charitable work and volunteering of your choice
- great company culture and added social commitment through the Sage Foundation
- extremely generous bonus potential
- Sage stock exchange options
- relocation support
- a safe and modern workplace with great equipment, through 3 floors with spacious kitchen/chillout area
- long-term prospects for a professional career through Learning & Development processes and attractive training courses
- access to Sage Academy – online platform with over 3500 courses in English, German, French and Spanish languages
- international work environment, English on a daily basis
- interesting start-up project due to process transformation
- life insurance and medical care package
- Multisport/Multibenefit card
- concierge services
- car parking refunds
- locked bike parking
Skills, know-how and experience:
- excellent experience in HR, customer service or related field with considerable experience in managing a large team of customer serving colleague, driving high performance culture and standards
- good level of understanding of HR activities across the full employee life-cycle e.g. on-boarding, etc. and performs a high quality, accurate service
- understanding of Employment related legislation and keeping abreast of forthcoming changes
- excellent level of Microsoft Office functionality (e.g. Word, Excel, Outlook)
- strong communication skills demonstrating the ability to give feedback and interact with employees at all levels
- confident in coaching and consulting others using experience and skills and a passion for people development
- actively guides others with problem solving and query resolution to support them in being effective in role; improves performance through advice and guidance
- leads a positive team environment – is helpful and supportive of team members and understands team priorities
- is able to identify when and who to work with to escalate and resolve more complex problems and issues
- is able to articulate point of views effectively and confidently; is comfortable leading and steer discussions and can hold people’s attention
Key accountabilities and decision ownership:
- ensure that People Services Tier 1/Tier 2 appropriately execute processes and policies, and follow the standard operating procedures
- act as the first escalation route from People Services for complex colleague queries and resolve or escalate accordingly
- effectively manage resources, ensuring that high quality customer service is provided on a daily basis and in line with agreed SLAs and KPIs. Investigate customer queries that are rated below the defined KPIs and resolve as appropriate
- identify improvement opportunities to services, processes and policies and keep informed of multiple policies and legacy terms and agreements to ensure advice and administration is appropriately actioned
- conduct team members inductions, performance expectation establishment, coaching and development, performance reviews and career development and ensure appropriate support mechanisms are in place to on-board, train and retain engaged team members with positive employee morale
- promotes training, personal growth, professional development, and teamwork for the People Services teams and look to effectively build capability amongst the team including ensuring work is allocated to support efficient delivery and cater for individual areas of expertise.
- work with team to create and update function specific knowledge articles and/or processes on as needed and quarterly basis.
- consistently support compliance and maintain the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to country/local laws and regulations, and policies and procedures