We are seeking an experienced HR & Customer Operations Leader to lead end-to-end HR, payroll, and order management operations across multiple European regions. This leadership role is responsible for driving operational excellence, ensuring regulatory compliance (European labor laws & GDPR), and managing SLA-driven service delivery across HR and customer-facing functions.
The ideal candidate will bring combination of the following attributes: strong multi-country payroll knowledge, hands-on Oracle ERP exposure, people leadership capability, and experience managing high-volume transactional environments.
Key Responsibilities
1. Team Leadership & Service Delivery
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Lead, coach, and develop Payroll Specialists, HR Advisors, and Customer Care Representatives.
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Ensure SLA adherence across HR, payroll, and order management functions.
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Conduct performance reviews, development planning, and structured feedback sessions.
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Drive cross-training and operational continuity.
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Provide real-time production support when required.
2. HR & Payroll Management
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Oversee accurate pre-payroll processing across multiple European countries.
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Validate payroll inputs, reconciliations, one-off payments, and compliance reporting.
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Manage year-end and audit-related payroll activities.
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Supervise employee lifecycle and HR advisory services.
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Ensure GDPR-compliant employee data management.
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Oversee visa, immigration, and relocation support processes.
3. Order Management & RMA Operations
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Manage end-to-end order processing (entry, amendments, cancellations).
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Oversee accurate RMA processing aligned with company policies.
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Resolve order-related queries and manage TAT expectations.
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Collaborate with Logistics, Sales, Finance, and Supply Chain.
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Conduct dispute management and Root Cause Analysis (RCA).
4. Compliance & Controls
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Ensure adherence to European labor laws, GDPR, and internal policies.
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Maintain audit readiness and strong internal control frameworks.
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Identify operational risks and implement mitigation strategies.
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Ensure transactional quality standards across processes.
5. Reporting & Continuous Improvement
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Drive MIS reporting and operational dashboards.
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Conduct data analysis and prepare management presentations.
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Identify automation and efficiency improvement opportunities.
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Support system enhancements and transitions.