Sutherland Global Services

Team Manager - Global HR Services - EMEA

3 weeks ago
Job ID
Human Resources - Human Resource Management
BG-Sofia Bulgaria


The Global Human Resources Services (GHRS) Center - EMEA is responsible for developing and managing enterprise-wide HR processes and technology to manage specific administrative functions within a centralized contact and service center serving approximately 3000 Sutherland employees. Reporting to the Manager of the Shared Service Center (SSC), the Team Manager is responsible for operational oversight over HR representatives and HR specialists. Manage the performance (service, productivity and quality) of the team delivering day to day customer services to all employees and managers. Provide high quality and consistent advice and support in a cost effective and efficient way, to positively impact customer effectiveness, efficiency and confidence. To supervise the administration of the end to end HR transactional activities associated with the employment cycle. To actively engage in the continuous improvement of the Shared Services Center.



  • Deliver a quality and professional service to all customers.
  • Manage a team of HR Representatives and HR Specialists to ensure the team meets its objectives.
  • Provide a role model for team members and coach and develop individuals to ensure they reach their maximum potential.
  • Supervise the delivery of end to end transactional administration activities associated with the employment cycle for all employees and managers.
  • Monitor and evaluate the performance levels within the team with a view to identifying ways of improving performance levels.
  • Develop and monitor Standard Operating Procedures to ensure high quality and consistent service delivery.
  • Plan resource needs and manage workload distribution, allocation of tasks and monitor service levels.
  • Ensure workflow processes are actioned in a timely and consistent manner.
  • Monitor escalation of queries to improve front line service and support.
  • Develop plan and deliver team induction and ongoing training
  • Deal effectively with customer complaints and service related issues, liaising with Key Business Leaders and HRBPs where appropriate.
  • Lead the team contribution to the development of new end to end transactional administration activities and service level agreements.
  • Responsible for any project work relevant to the activities of the Shared Services Centre and appropriate to the grade, as requested by the Manager.


Staff Development:

  • Hire, terminate, promote, write and administer performance evaluations for assigned staff. Effectively manage assigned staff using established company policies and practices.
  • Develop, coach and mentor assigned and other SSC Team representatives to build a high-performance culture. Participate in the development and delivery of training for assigned staff, SSC staff, other HR partners, SSC customers and third party vendor resources.


Bachelor’s degree required in Human Resources, Business Administration, Business Management, or equivalent.

  • Three or more years of experience preferred in related field (i.e. Human Resources Operations, Benefits, Compensation, and HR Technology, etc).
  • At least two years of experience in Human Resources, preferably in a Shared Services or operation at mid to large HR organization.
  • Two to four years experience as a supervisor or manager of people
  • Strong knowledge of PeopleSoft 9.X or higher, experience with Oracle Fusion a plus
  • Excellent written and verbal knowledge of English
  • Strong knowledge of Microsoft Word, Excel, PowerPoint
  • Deep understanding of employee data or call center based metrics and processes
  • Excellent communication (written and verbal) and presentation skills
  • Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization



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