Your responsibilities

• What You'll Do
• Leadership & Team Development:
• – Provide daily and strategic leadership to the People Services team
• – Coach and inspire the team in communication, problem-solving, and service excellence
• – Build and retain a high-performing, motivated team
• Service Desk Operations & Workforce Planning:
• – Oversee day-to-day helpdesk performance and staffing
• – Monitor case volumes and response times (via tools like ServiceNow)
• – Ensure service coverage across regions and time zones
• Service Excellence & Continuous Improvement:
• – Champion improvements in self-service tools, chatbots, and employee interactions
• – Actively collect feedback from employees and HR stakeholders
• – Drive a customer-first culture in all service delivery activities
• – Knowledge Management & Escalation Handling:
• – Maintain an accurate and well-utilized knowledge base
• – Manage escalations and sensitive employee issues with professionalism
• – Identify trends and training needs from recurring issues
• Third-Party Vendor Coordination:
• – Oversee external vendor service performance (e.g. benefits providers)
• –Coordinate resolution of vendor-related issues or employee complaints
• Performance Monitoring & Reporting:
• – Track KPIs such as SLA compliance, satisfaction scores, and response rates
• – Prepare reports and insights for GKC leadership and global stakeholders
• Project Leadership & Change Management:
• – Lead initiatives to enhance systems, tools, and workflows
• – Ensure successful implementation of process changes through strong change management
• Governance & Compliance:
• –Implement governance frameworks for People Services
• –Ensure compliance with internal standards and external labor regulations

Employer requirements

• What You Bring
• Key Skills and Tools:
• – Excellent communication in English (written and spoken)
• –Proficiency with HR case management systems (e.g. ServiceNow) and HRIS (e.g. SuccessFactors)
• –Strong command of Microsoft Office
• – High attention to detail and organizational excellence
• – Strong customer service mindset and conflict resolution skills
• Professional Profile:
• –7+ years of experience in HR service delivery or shared services
• –3+ years in a team lead or supervisory role in an HR contact center or helpdesk
• –Solid understanding of HR topics: benefits, leave, payroll, systems
• –Experience building and leading a service-driven team
• –Analytical and process-driven approach to solving service issues
• –Familiarity with continuous improvement (Lean, Six Sigma) is a plus
• –Bachelor’s degree in HR, Business, or a related field preferred
• –Certifications in HR or service management are a plus
• –Knowledge of additional European languages is beneficial

Optional

• – Certifications in HR or service management are a plus
• – Knowledge of additional European languages is beneficial

What employer offers

• As part of our client's Gdańsk-based Global Knowledge Centre, you’ll enjoy:
• – Hybrid work model – combine remote flexibility with a modern office in the heart of Gdańsk
• – Private medical care – comprehensive healthcare coverage for your wellbeing
• – Learning & development platforms – access to ongoing education and upskilling opportunities
• – Life insurance package – additional security for you and your loved ones
• – Friendly and inclusive work culture – be part of a team that values collaboration and diversity
• – Modern office environment – good coffee, chillout zones, and a space designed for focus and creativity
• – Client also offer you the opportunity to take advantage of discounts on the purchase or rental of cars
• – If you wear corrective glasses, we have good news for you too – you'll receive an extra reimbursement for purchasing new ones
• – Do you enjoy expanding your knowledge and investing in your personal development? Great! You have the opportunity to receive funding for language courses, training programs, and university studies