HR Service Desk Team Lead

We are looking for an HR Service Desk Team Lead who will play a key role in supervising the delivery of efficient first contact resolution and advisory support for all HR-related matters across Macquarie’s global employee base.

In this role, you will be responsible for ensuring that the team and the company’s goals are met by effective:

Operational Efficiency

Manage workload in mailbox, Avaya phone and ServiceNow case management tool to ensure all inquiries from all channels are attended to, for effective workload distribution and appropriate prioritization meeting the defined service level agreementsServe as Subject Matter Expert and assist staff members with handling Cases and CallsEnsure timely and accurate update of the Solutions Library and effective dissemination of information to the rest of the teamServe as main contact for high profile, high impact and sensitive inquiries, requests and concernsManage the release of HR related Staff Internal Communications to Macquarie employees

Transactions Post Review

Conduct audits to make sure agreed case handling process is followed, correct resolution is provided, company policies are met, and customer satisfaction is achieved

Complaint Management

Ensure timely resolution of staff, stakeholders and clients issues and concernsProvide coaching to staff and raise necessary incident report to Risk Team in line with incidentEscalate high profile complaints and feedback to immediate manager

Process Improvement

Develop, recommend, and provide support to Projects Team Lead on change initiatives aimed towards continuous excellent delivery of servicesConduct meetings, focused group discussions, trainings, and refreshers with staff and other HR teams to eliminate process gaps and identify items for improvement

Workforce Planning

Review, assign and adjust team’s schedule to maintain sufficient coverage and support, continuity of services 24x5 and equal opportunity across the teamImplement effective case handling strategy to meet anticipated demands

People Management

Manage daily operations and activities of teamConduct regular wellbeing and performance check-ins & discussions with direct reportsEnsure staff comply with company policies and requirements

Stakeholders Partnership

Collaborate with process owners in different groups on anticipated inquiries and identified opportunities for effective partnershipContribute to the implementation of change initiatives to for continuous process improvementsopenness to shifts & willing to stretch, where required to meet deadlinesproven record of excellent customer support and process improvement mindsethigh level of attention to detail and accuracya collaborative and team-based work stylestrong risk mindsetability to adapt quickly and develop new knowledgeability to work autonomously on allocated tasks with the ability to escalate issues clearly and concisely where necessary

To be successful for this role, you have at least minimum of 2 years people management experience in a service-oriented role:

strong communication skills – written and verbal (in English)problem solving and analytical skills

about the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.

Our commitment to Diversity, Equity and Inclusion 

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.