HR Service Centre Manager EMEA

CSL Plasma Inc.; Liverpool; On-site; GBP 60,000 - 90,000; Full time

Job summary

CSL Plasma Inc. is seeking a Manager, HR Service Center to lead a five‑person HR Operations team delivering compliant, customer‑focused HR services across 23+ countries in the EMEA region.

You will drive operational excellence across the full employee lifecycle, ensuring SLAs, quality, and customer satisfaction targets are met or exceeded. You will coach and develop the team, own process improvements, and collaborate with global HR leaders to build a capable, trusted HRSC that supports business

Qualifications

• Bachelor's degree in HR or related field.
• CIPD Level 5 or equivalent; CIPD Level 7 desirable.
• Experience managing a multi-country HR Service Center supporting an EMEA region.
• Experience owning and delivering HRSC improvement projects end‑to‑end.

Responsibilities

• People Leadership: Lead, coach, and develop a team of five HR Operations Advisers—regular 1:1s, development plans, high‑performing team.
• Service Level Performance: Own and drive HRSC performance against SLAs.
• Quality Assurance: Maintain and improve quality standards across transactions, service behaviours, and audits.
• Process Improvement & Infrastructure: Drive HRSC process improvements across EMEA and build operational infrastructure.
• HR Compliance: Ensure processes and advice comply with EMEA employment laws and policy.
• Stakeholder Management: Collaborate with HR leaders and partners to ensure seamless end‑to‑end execution.
• Project Leadership: Lead HRSC improvement projects end‑to‑end and deliver outputs that stick.

Skills

People Leadership

Stakeholder Management

Operational Excellence

Quality Assurance

Process Improvement

Project Leadership

Reporting & Insight

HR Compliance

Education

Bachelor's degree in HR Management or related field

CIPD Level 5

CIPD Level 7 desirable

Tools

Workday

ServiceNow

inContact

Job description

Manager, HR Service Center

The Manager, HR Service Center is responsible for leading and developing a team of five HR Operations Advisers to deliver high-quality, compliant, and customer-focused HR services across 23+ countries in EMEA. The role drives operational excellence across the full employee lifecycle — ensuring service levels, quality standards, and customer satisfaction targets are consistently met or exceeded. Acting as a key enabler of the HRSC’s maturity and capability, the Manager builds a knowledgeable, trusted, and collaborative team.

Main Responsibilities and Accountabilities

• People Leadership: Lead, coach, and develop a team of five HR Operations Advisers — holding regular 1:1s, identifying capability gaps, creating individual development plans, and building a high‑performing, engaged team.
• Service Level Performance: Own and drive HRSC performance against defined SLAs.
• Quality Assurance: Maintain and continuously improve quality standards across transaction accuracy, customer service behaviours, and audit outcomes—embedding a culture of getting the basics right every time and continuous learning.
• Process Improvement & Infrastructure: Drive and lead HRSC process improvement initiatives across the EMEA region — identifying inefficiencies, designing better ways of working, and building the operational infrastructure of the function alongside day‑to‑day delivery.
• HR Compliance: Ensure all HR processes, transactions, and advice delivered by the team are compliant with relevant EMEA employment legislation and company policy, maintaining up‑to‑date knowledge across the region.
• Stakeholder Management: Collaborate with HR Operations Specialists, Global and Regional HR Service Center leaders, HR Business Partners, COEs, Talent Acquisition, HR Technology, and Total Rewards to ensure seamless end‑to‑end process execution and strong cross‑functional relationships.
• Project Leadership: Own and deliver HRSC improvement projects end‑to‑end – leading workstreams, managing timelines, coordinating with relevant stakeholders, and ensuring outputs land in the function and stick.Knowledge & Standards: Contribute to the development of knowledge assets, SOPs, and training materials in collaboration with HR Operations Specialists — ensuring the team operates from a consistent, high‑quality knowledge base.
• Escalation Management: Act as an escalation point for complex or sensitive cases within the team's remit—resolving issues transparently, collaboratively ensuring that future escalations are mitigated and lessons are learned.
• Reporting & Insight: Monitor and report on team and function performance — providing the Associate Director with timely, accurate data on SLAs, quality, customer satisfaction, and team development progress, and using insight to inform priorities and decisions.

Position Qualifications and Experience Requirements

• Education: Bachelor's degree in HR Management or related field, CIPD Level 5, or equivalent. CIPD Level 7 desirable.
• Experience: Proven experience managing a multi-country HR Service Center supporting an EMEA region.
• Demonstrable people leadership experience, including performance management and team development.
• Experience owning and delivering HRSC improvement projects end‑to‑end.
• Track record of driving performance against defined SLA and quality targets.
• Working knowledge of EMEA employment law and HR compliance across multiple jurisdictions.
• Hands‑on experience with Workday and/or ServiceNow (or comparable platforms).
• Experience with inContact or similar contact centre telephony (desirable).

Competencies

• People Leadership & Team Development
• Operational Excellence & Performance Management
• Critical Thinking & Problem Solving
• HR Knowledge & Compliance
• Stakeholder Collaboration & Relationship Building
• Continuous Improvement & Innovation
• Accountability & Ownership

Equal Opportunity Employer. CSL is an Equal Opportunity Employer.