EMEA People Operations Lead (12 Month Fixed-Term Contract)

Toast; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Unlimited Vacation

Sabbatical after five years

Professional Development Reimbursement

Wellness Stipend

401(k) and matching

Medical, Dental, & Vision Coverage

Mental Health Benefits

Backup childcare

Job summary

Toast is seeking an EMEA People Operations Lead to build and deliver a frictionless employee experience across the lifecycle for our teams in EMEA and help shape a global shared services model as it scales.

You will own front line support for employee inquiries including benefits and leave administration, handle other operational activities, and drive improvements with a strong focus on automation and compliance across local laws.

Qualifications

• Minimum 8 years of relevant experience in People Operations or Shared Services.
• Experience operating in a global matrixed organization.
• Professional fluency in English and French preferred.
• Knowledge of HR technology, HR reporting, workflow, and auditing.

Responsibilities

• Deliver front line People Services (Shared Services) support for the EMEA region across the employee lifecycle, including operations, benefits, leave administration, and compensation.
• Serve as an escalation point for complex EMEA cases, resolving them accurately, compliantly, and with a high standard of service.
• Track and report on metrics and SLAs to measure service quality and provide insights for decision-making.
• Spot what is not working and bring forward ideas to fix it, with autonomy to test and implement improvements.

Skills

Customer-centric mindset

Continuous improvement

Stakeholder management

Shared Services experience

Global matrix organization

Education

Bachelor’s degree

Master’s degree

PhD

Tools

Greenhouse

Workday

ServiceNow

Job description

• As the EMEA People Operations Lead you will help build and deliver a frictionless employee experience across the employee lifecycle for our teams in EMEA and help shape a global “shared services” model as it scales
• You will own front line support for employee inquiries including benefits and leave administration, alongside other operational activities and program delivery
• This role carries real ownership: you are the person Toasters in EMEA come to in the moments that matter, and the person who spots what is not working and fixes it
• To be successful you will bring a customer-centric and continuous improvement mindset, a proven ability to use technology and process to elevate the employee experience, strong stakeholder management, and experience in a shared services function within a global matrixed organization
• This role reports to the PeopleHub Manager and will work closely with the PeopleHub Director and across our global centers of excellence (COEs)
• Deliver front line People Services (Shared Services) support for the EMEA region across the employee lifecycle, including operations, benefits, leave administration, and compensation
• Serve as an escalation point for complex EMEA cases, resolving them accurately, compliantly, and with a high standard of service
• Track and report on metrics and service level agreements (SLAs) to measure service quality and provide insights for decision-making
• Spot what is not working and bring forward ideas to fix it, with the autonomy to test and implement improvements
• Drive continuous improvements focused on automation, standardization and scalability that improve the Toaster experience, increase efficiency, and ensure compliance with local laws and customs
• Build strong relationships with stakeholders across the People Team, Legal, Finance, and Business teams to influence change and drive adoption of an evolving service delivery model
• Be the local subject matter expert who can influence Global COEs on program design that is locally relevant and compliant while aligned to global principles
• Partner across the People & Places team globally to prioritize and deliver a variety of small to large, complex, integrated People team initiatives

Benefits

• Peer and company recognition programs
• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare

Experience supporting Global HR Transformation: strategy, design, and transition of People Operations to create value for the organizationUnderstanding of HR Technology, HR reporting, workflow, and auditing requirements (experience with Greenhouse, Workday, and ServiceNow is valuable)Excellent analytical, problem solving and decision making skills with strong attention to detailExperience operating in a matrixed structure, and influencing outcomes without direct authorityProfessional fluency in English and French (preferred), both written and spoken, with the ability to support Toasters and partner with stakeholders in both languagesExperience with new entity creation and creation of complete employee lifecycle processesFamiliarity with SOX (Sarbanes-Oxley), and experience working within SOX-compliant programs and processesWorking knowledge of labour regulations, GDPR requirements and best practices to help ensure Toast remains compliantSignificant hands-on experience within People Operations or Shared Services functionsTypically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience