HR Operations Team Leader

Instant Impact; Województwo mazowieckie; On-site; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Annual bonus

Private medical insurance

Life assurance

Company pension scheme

Employee Assistance Programme

Flexible working

Enhanced family leave policies

Annual sports allowance €200

Loyalty awards

Inclusion networks

Job summary

Instant Impact partners with a leading professional services firm to support growth and transformation. We are seeking an HR Operations Team Leader to lead the Global Business Services HR operations in Warsaw, delivering high-quality, compliant services to internal stakeholders.

The successful candidate will manage a team, drive KPI performance, collaborate with payroll and outsourcing partners, and champion continuous improvement while following firm policies.

Qualifications

• Bachelor’s degree or equivalent.
• Experience leading a team within Shared Services, Business Services, or Professional Services.
• Strong people management and leadership skills.
• Experience managing performance against KPIs and SLAs.
• Excellent organisational and prioritisation skills.
• Fluent English and Polish (written and spoken).
• Experience in SSC/GBS or law firm/international matrix environment; Lean Six Sigma knowledge.

Responsibilities

• Lead and develop the GBS HR Operations team, set objectives, manage performance.
• Oversee day-to-day HR Operations ensuring SLAs and service levels.
• Analyse KPIs and collaborate with payroll and outsourcing partners.
• Ensure compliance with firm policies and data confidentiality.
• Build relationships with internal clients and senior leadership.
• Drive process improvement, standardisation and automation initiatives.

Skills

People leadership

KPI management

Stakeholder management

Analytical skills

English & Polish

Education

Bachelor’s degree or equivalent

Tools

Excel

HRIS systems

Microsoft Office

Job description

Instant Impact is working in partnership with a leading professional services firm to support their ambitious plans for growth, transformation and operational excellence.

Role Overview

The HR Operations Team Leader is responsible for leading a team within the Global Business Services function, ensuring the delivery of high-quality, efficient, and consistent HR support services to internal stakeholders across the firm. The role combines people leadership, operational management, continuous improvement, and stakeholder engagement to drive service excellence and support the firm's strategic objectives. The successful candidate will foster a culture of collaboration, accountability, and continuous improvement, while ensuring adherence to established service standards, procedures, and performance targets.

Key Responsibilities

Team Leadership and People Management

• Lead, motivate and develop a team of GBS HR Operations professionals, setting clear objectives and managing performance, conduct and attendance.
• Support recruitment, onboarding, training and succession planning, fostering a positive, inclusive and high-performing team culture.
• Provide pastoral care to Warsaw-based HR team members who report to line managers in other countries

Operational Management, Risk and Compliance

• Oversee day-to-day HR Operations delivery, allocating resources and managing priorities to consistently meet service levels and quality standards.
• Produce and analyse KPIs and management reports, working closely with internal payroll teams and external outsourcing partners.
• Ensure compliance with firm policies, legal requirements and internal controls, supporting audits and promoting strong data confidentiality and information security.

Stakeholder Management

• Build strong relationships with internal clients, business support functions and firm leadership, acting as a key point of contact for queries and escalations.
• Collaborate with global and regional teams on firm-wide initiatives, championing the reputation and profile of the HR GBS team.
• Lead and support process improvement, standardisation and automation initiatives to improve efficiency, quality and the client experience.
• Support change management for new systems and processes, and recommend changes to HR policies and procedures to harmonise practices and adopt market best practice.

Candidate Requirements

• Bachelor’s degree or equivalent.
• Previous experience leading a team within a Shared Services, Business Services, or Professional Services environment.
• Strong people management and leadership skills.
• Experience managing performance against KPIs and service level agreements (SLAs).
• Excellent organisational and prioritisation skills.
• Strong analytical and problem-solving capabilities.Excellent stakeholder management and relationship-building skills.
• Strong team player with a collaborative approach.
• Advanced proficiency in HR Systems and Microsoft Office applications, particularly Excel.
• Excellent written and verbal communication skills in English and Polish.
• Experience within a law firm, professional services organisation, or other international matrix environment.
• Experience working in a Shared Services Centre (SSC), Business Process Outsourcing (BPO), or Global Business Services (GBS) environment.
• Knowledge of Lean Six Sigma or other continuous improvement methodologies.
• Experience supporting process improvement, transformation, or automation initiatives.
• Hands-on experience in transitioning processes to a Global Business Services (GBS) organisation.

This role requires the candidate to work from Warsaw office at least 3 days a week.

What We Offer

• Annual discretionary bonus scheme
• Private medical insurance
• Life assurance
• Company pension scheme
• Employee Assistance Programme
• Flexible working available from day one
• Enhanced family leave policies, plus up to 5 days’ carers leave
• Annual sports allowance of €200
• Loyalty awards for years of service
• Global employee-led inclusion networks and an active sports and social calendar

Please note we use AI to help us assess applications fairly and objectively.