Job Description

Company Description

Metro Global Solution Center (MGSC)

is internal solution partner for METRO, a EUR31 Billion international wholesaler with operations in more than 30 countries. The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots. In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD).



HoReCa and Traders are core customer groups of METRO. The HoReCa section includes hotels, restaurants, catering companies as well as bars, cafes and canteen operators. The Traders section includes small grocery stores and kiosks. The majority of all customer groups are small and medium-sized enterprises as well as sole traders. METRO helps them manage their business challenges more effectively.



MGSC, location wise is present in Pune (India), Dusseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow's standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

We are looking for.....

Join our dynamic

HR Shared Services team

as a

Team Lead

, where you'll play a crucial role in managing the employee life cycle for the

EU region

of a leading

wholesale organization

. In this role, you will be part of an agile team that delivers efficient and proactive HR support to both employees and managers across multiple European countries. Your contributions will be key to ensuring seamless HR service delivery and a positive employee experience.

If you choose to join us, you will be.....

Key responsibilities/accountabilities-

Lead a

regional HR Shared Services delivery team

of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery. Manage and resolve

complex employee inquiries

received through multiple channels (e.g.,

ServiceNow

, HR Portal), ensuring timely and compliant resolution aligned with SLAs. Oversee and ensure

efficient administrative support

for all HR processes, while maintaining adherence to SLAs and internal compliance standards. Monitor and manage

transaction volumes, team workload, and case resolution metrics

, sharing regular performance updates during

HRSS service delivery meetings

with stakeholders. Coordinate with internal HR teams and cross-functional departments to ensure

seamless service delivery

and support across all operational touchpoints. Ensure

Standard Operating Procedures (SOPs)

and

process maps

are consistently maintained, updated, and adhered to across all HR activities. Develop and track

Key Performance Indicators (KPIs)

and

Service Level Agreements (SLAs)

for the team in collaboration with HR and business leaders to drive operational efficiency. Prepare and present

performance trend reports

, highlighting key insights, service gaps, and recommendations for improvement to HR leadership. Conduct regular

quality checks and audits

to validate data accuracy, compliance, and adherence to standard processes. Provide

ongoing support, feedback, and performance development

to team members, fostering a culture of continuous improvement and accountability. Act as the

primary point of contact for HR stakeholders

, building and maintaining strong relationships to ensure transparency and alignment on expectations. Proactively manage and resolve

escalations

, ensuring compliance standards are met and

trends are analyzed

to identify root causes and implement preventive solutions. Contribute to and lead

larger HR projects or initiatives

as required, supporting transformation, technology implementation, or service optimization efforts. Drive consistency in

ways of working

, ensuring standardized processes are implemented and continuously improved across the HRSS team.

Qualifications

Graduate

or

Postgraduate

with 8 - 10 years of experience in HR transactional and operational services.

Here are the desired Skills and Experience...

Experience, preferably in a HR Shared Services function supporting European Union Should have at least 4 years of experience leading/managing a team of at least 7-10 employees Considerable experience in a HR Shared Services or HR Operations function Proficiency in data entry and maintenance in HR systems like Oracle and SAP. Excellent communication skills with the ability to articulate at all levels Experience in performing quality review of completed personnel and organizational data change actions Strong experience of enabling tools including in depth knowledge of Microsoft products. Skilled in analysis and reports. Adaptability to new technologies and regional complexities Exceptional customer service and collaboration skills

Additional Information