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
- Lead, coach, and develop Payroll Specialists, HR Advisors, and Customer Care Representatives.
- Ensure SLA adherence across HR, payroll, and order management functions.
- Conduct performance reviews, development planning, and structured feedback sessions.
- Drive cross-training and operational continuity.
- Provide real-time production support when required.
2. HR & Payroll Management
- Oversee accurate pre-payroll processing across multiple European countries.
- Validate payroll inputs, reconciliations, one-off payments, and compliance reporting.
- Manage year-end and audit-related payroll activities.
- Supervise employee lifecycle and HR advisory services.
- Ensure GDPR-compliant employee data management.
- Oversee visa, immigration, and relocation support processes.
3. Order Management & RMA Operations
- Manage end-to-end order processing (entry, amendments, cancellations).
- Oversee accurate RMA processing aligned with company policies.
- Resolve order-related queries and manage TAT expectations.
- Collaborate with Logistics, Sales, Finance, and Supply Chain.
- Conduct dispute management and Root Cause Analysis (RCA).
4. Compliance & Controls
- Ensure adherence to European labor laws, GDPR, and internal policies.
- Maintain audit readiness and strong internal control frameworks.
- Identify operational risks and implement mitigation strategies.
- Ensure transactional quality standards across processes.
5. Reporting & Continuous Improvement
- Drive MIS reporting and operational dashboards.
- Conduct data analysis and prepare management presentations.
- Identify automation and efficiency improvement opportunities.
- Support system enhancements and transitions.