HR Services Operations Lead - Team & Process Excellence

DS Smith; Caerphilly; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

Hybrid working: 3 days in office, 2 at

Study support and career development

Pension scheme, life assurance, income

Employee assistance programme

Job summary

DS Smith is seeking an experienced HR Services Operations Team Leader to oversee our HR Operations team in a hybrid role based in Caerphilly. You will drive service excellence, lead a high-performing team, and continuously improve HR processes to enhance the employee experience.

You will oversee recruitment administration, onboarding, contracts, changes, and lifecycle activities while ensuring SLAs are met and confidential data remains secure.

Qualifications

• Experience working within HR Operations, HR Shared Services, or People Services.
• Previous team leadership or supervisory experience.
• Strong understanding of HR processes and employee lifecycle administration.
• Experience working with HR systems and employee data.
• Excellent organisational and prioritisation skills.
• Strong customer service focus.
• Experience handling confidential information with discretion.
• GCSEs (or equivalent) in English and Maths.

Responsibilities

• Lead, motivate, coach, and develop a team of HR Operations professionals.
• Oversee accurate and timely delivery of employee lifecycle activities (recruitment administration, onboarding, contracts, promotions, transfers, leave, leavers).
• Monitor SLAs and act as first escalation point for complex HR queries.
• Provide guidance on HR policies, procedures, and systems to employees and managers.
• Maintain accurate employee records and HR data; support system upgrades and enhancements.
• Ensure compliance with employment law, GDPR, and policies; support audits.
• Identify opportunities for process improvements and digital HR initiatives.
• Collaborate with Payroll, Finance, Recruitment, and Learning & Development.

Skills

HR Operations

Team leadership

HR processes

HR systems

Organisation & prioritisation

Customer service

Confidential information handling

Education

GCSE English & Maths

CIPD Level 3 or 5 (Desirable)

Tools

HR systems

Job description

DS Smith is seeking an experienced HR Services Operations Team Leader to oversee our HR Operations team in a hybrid role based in Caerphilly. You will drive service excellence, lead a high-performing team, and continuously improve HR processes to enhance the employee experience.

You will oversee recruitment administration, onboarding, contracts, changes, and lifecycle activities while ensuring SLAs are met and confidential data remains secure.