Team Lead HR Operations 1st line

Vanderlande

Veghel

On-site

EUR 70,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Hybrid workplace

40 vacation days (20 statutory + 20)

Health budget €300 per year

Commuting allowance

Pension & health insurance discounts

On-site health facilities

Vanderlande Academy and training

Networking communities

Job summary

Vanderlande is seeking a Team Lead HR Service Desk to lead the 1st line HR support across the EMEA region from Veghel. You will guide a team of HR Service Agents, manage performance via KPIs and SLAs, and ensure compliant, high-quality service delivery in a hybrid work environment.

The role combines people leadership with process ownership, aligning with Vanderlande's global HR operating model and continuously improving knowledge and service quality.

Qualifications

Bachelor's or Master's degree in HR, business, or related field.
Proven experience leading an HR service desk or shared services team.
Experience in international/matrix organizations and global HR processes.

Responsibilities

Lead and coach a 1st line HR Service Desk team (16 employees across NL, UK, ES, ME, DE) to deliver high-quality support.
Monitor KPIs, SLAs, backlog trends, and drive improvements.
Ensure adherence to HR processes, data accuracy, and compliance.
Collaborate with HR Partners and Centers of Expertise to align service delivery.

Skills

People leadership

Analytical thinking

English proficiency

Communication skills

Stakeholder management

Change management

HR operations

Education

Bachelor's or master's degree

Tools

Workday

SAP SuccessFactors

HR systems

Job description

The Team Lead HR Service Desk is responsible for ensuring the effective delivery of HR services by leading the Service Desk team while actively analysing SLA performance, KPIs, backlog trends, and recurring issues to identify improvement opportunities. The role combines people leadership and process ownership to drive service excellence and alignment with the global HR operating model and processes.

Role Purpose

The position operates as a hybrid role.

Your department

Your 1st line operational team is positioned within the Global HR Shared Services department and reports directly and functionally into the Global HR Service Desk Lead, who reports into the Global Head of Regional HR and Global HR Services within Global HR.

You deliver 1st line HR services (query and transaction resolution) to all Vanderlande employees and managers within the EMEA region. Your team plays a key role in the satisfaction of our customers as they have regular contact for 1st line support.

We continuously improve our service environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery.

Key responsibilities

Team Leadership & People Management (Primary Focus)

Lead, coach, and develop a team of HR Service Agents (16 employees located in NL, UK, ES, ME, DE) to deliver high-quality support.
Set clear performance expectations and monitor team KPIs (e.g., SLA adherence, quality, customer satisfaction).
Conduct regular 1:1s, performance reviews, and development planning.
Foster a high-performance, customer-centric, and continuous improvement culture.
Act as the first escalation point for complex or sensitive HR cases.
Support workforce planning, scheduling, and workload distribution.

Service Delivery

Deliver HR services in line with defined processes and service level agreements.
Translate operational insights into practical actions that improve service quality, efficiency, and team performance.
Promote structured ways of working by clarifying processes, priorities, and handover points.
Ensure accuracy, completeness, and compliance in all transactions.
Provide guidance and support to team members on case handling and policy interpretation.
Contribute directly to achieving operational targets and service desk performance.

Process Management & Continuous Improvement

Drive alignment of global processes and local needs within the global HR service delivery model.
Identify, prioritize, and implement process improvements to increase efficiency and service quality.
Drive maintenance and continuous improvement of knowledge base documentation.
Support the implementation of new tools, systems, and processes.
Ensure standardization and consistency in ways of working across the team.
Support continuous improvement by proactively identifying bottlenecks and proposing solutions.

Stakeholder Management

Act as key interface between the HR Service Desk, HR Partners, and Functions (Centers of Expertise).
Ensure clear and professional communication with internal stakeholders and employees.
Support change initiatives and effectively communicate updates to the team and stakeholders.

Performance Monitoring & Reporting

Monitor service performance using relevant metrics and dashboards.
Analyze SLA performance, KPIs, backlog trends, and recurring issues to identify improvement opportunities based on data and feedback.
Report on team performance and provide insights to management.

What you bring

You are a successful team lead with proven ability to lead and motivate an operational team with an operational excellence mindset to perform every day better. You are a hands-on leader with a strong operational mindset, capable of driving team performance while maintaining close involvement in service delivery. You can handle organizational change well with regards to professionalizing global ways of working and behavioral aspects of services.

Skills & Competencies

You have a Bachelor's or Master's level of performance.
Experience in working in an international environment and proven experience of operating within a Service Delivery Model.
Relevant experience in HR Operations or HR Service Desk environment.
Strong people leadership and coaching capabilities.
Experience working within a global or matrix organization is preferred.
Solid understanding of HR processes and employee lifecycle.
Customer-focused with a strong service mindset.
Analytical with the ability to translate data into actionable improvements.
Strong stakeholder management and communication skills.
Ability to balance strategic priorities with operational execution.
Continuous improvement mindset.
You have excellent communication skills in English both verbally and in writing (Dutch is a plus).

Systems & Tools

Experience with HR systems (e.g., Workday, SAP SuccessFactors or equivalent).
Success Measures
- Achievement of service levels and KPIs
- Service quality and accuracy
- Employee and stakeholder satisfaction
  What we offer
  
  We offer a position in an international and professional working environment with room for personal development and growth.
  - 40 vacation days (20 statutory days and a flexible budget worth 20 days)
  - Flexible working hours
  - A hybrid workplace (40% working from home and 60% in the office)
  - A Health & Wellbeing budget worth € 300 per calendar year.
  - Commuting allowance, including full reimbursement of travel by public transport
  - Working from home allowance
  - Collective pension scheme and discount on additional health insurance
  - On-site company health centres with a gym, physiotherapists and occupational therapists
  - Vanderlande Academy and training facilities to boost your skills
  - A variety in Vanderlande Network communities and initiatives
  About Vanderlande
  
  Vanderlande is headquartered in Veghel, with a global team and worldwide impact. We design and deliver automated logistics systems for airports and distribution (parcel) operations.