Team Lead HR Operations 1st line

Job Title

Job Description

Team Lead HR Service Desk (Hybrid Role)

Role Purpose

The Team Lead HR Service Desk is responsible for ensuring the effective delivery of HR services by leading the Service Desk team while actively analysing SLA performance, KPIs, backlog trends, and recurring issues to identify improvement opportunities. The role combines people leadership and process ownership to drive service excellence and alignment with the global HR operating model and processes. The position operates as a hybrid role (3 days in the office min).

Your department
Your 1st line operational team is positioned within the Global HR Shared Services department and reports directly and functionally into the Global HR Service Desk Lead (location Veghel - The Netherlands), who reports into the Global Head of Regional HR and Global HR Services within Global HR. 

You deliver 1st line HR services (query and transaction resolution) to all Vanderlande employees and managers within the EMEA region. Your team plays a key role in the satisfaction of our customers as they have regular contact for 1st line support.

We continuously improve our service environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery. 

Key responsibilities:

Team Leadership & People Management (Primary Focus)

• Lead, coach, and develop a team of HR Service Agents (16 employees located in NL, UK, ES, ME, DE) to deliver high-quality support.
• Set clear performance expectations and monitor team KPIs (e.g., SLA adherence, quality, customer satisfaction).
• Conduct regular 1:1s, performance reviews, and development planning.
• Foster a high-performance, customer-centric, and continuous improvement culture.
• Act as the first escalation point for complex or sensitive HR cases.
• Support workforce planning, scheduling, and workload distribution.

Service Delivery

• Deliver HR services in line with defined processes and service level agreements.
• Translate operational insights into practical actions that improve service quality, efficiency, and team performance. 
• Promote structured ways of working by clarifying processes, priorities, and handover points. 
• Ensure accuracy, completeness, and compliance in all transactions.
• Provide guidance and support to team members on case handling and policy interpretation.
• Contribute directly to achieving operational targets and service desk performance.

Process Management & Continuous Improvement

• Drive alignment of global processes and local needs within the global HR service delivery model.
• Identify, prioritize, and implement process improvements to increase efficiency and service quality.
• Drive maintenance and continuous improvement of knowledge base documentation.
• Support the implementation of new tools, systems, and processes.
• Ensure standardization and consistency in ways of working across the team.
• Support continuous improvement by proactively identifying bottlenecks and proposing solutions. 

Stakeholder Management

• Act as key interface between the HR Service Desk, HR Partners, and Functions (Centers of Expertise).
• Ensure clear and professional communication with internal stakeholders and employees.
• Support change initiatives and effectively communicate updates to the team and stakeholders.

Performance Monitoring & Reporting

• Monitor service performance using relevant metrics and dashboards.
• Analyze SLA performance, KPIs, backlog trends, and recurring issues to identify improvement opportunities based on data and feedback.
• Report on team performance and provide insights to management.

What you bring

You are a successful team lead with proven ability to lead and motivate an operational team with an operational excellence mindset to perform every day better. You are a hands-on leader with a strong operational mindset, capable of driving team performance while maintaining close involvement in service delivery. You can handle organizational change well with regards to professionalizing global ways of working and behavioral aspects of services.

Skills & Competencies

• You have a Bachelor's or Master's level of performance.
• Experience in working in an international environment and proven experience of operating within a Service Delivery Model.
• Relevant experience in HR Operations or HR Service Desk environment.
• Strong people leadership and coaching capabilities.
• Experience working within a global or matrix organization is preferred.
• Solid understanding of HR processes and employee lifecycle.
• Customer-focused with a strong service mindset.
• Analytical with the ability to translate data into actionable improvements.
• Strong stakeholder management and communication skills.
• Ability to balance strategic priorities with operational execution.
• Continuous improvement mindset.
• You have excellent communication skills in English both verbally and in writing (in Dutch is a plus).

Systems & Tools

• Experience with HR systems (e.g., Workday, SAP SuccessFactors or equivalent).
• Experience with case management tools.
• Proficient in Microsoft Office (Excel, PowerPoint, Teams).

Success Measures

• Achievement of service levels and KPIs
• Service quality and accuracy
• Employee and stakeholder satisfaction
• Implementation of process improvements
• Team engagement and development

What we offer

We offer a position in an international and professional working environment with room for personal development and growth.

This position offers a competitive salary range of € 4.900 to € 5.900 gross per month (excluding 8% holiday allowance).

On top of your fixed salary, you’ll receive the following secondary benefits:​ 

• 40 vacation days (20 statutory days and a flexible budget worth 20 days)
• Flexible working hours
• A hybrid workplace (40% working from home and 60% in the office)
• A Health & Wellbeing budget worth € 300 per calendar year. 
• Commuting allowance, including full reimbursement of travel by public transport
• Working from home allowance
• Collective pension scheme and discount on additional health insurance
• On-site company health centres with a gym, physiotherapists and occupational therapists
• Vanderlande Academy and training facilities to boost your skills
• A variety in Vanderlande Network communities and initiatives

About Vanderlande

Vanderlande is headquartered in Veghel, with a global team and worldwide impact. We design and deliver automated logistics systems for airports and distribution (parcel) operations. We're part of Toyota Industries Corporation. Warehouse automation sits within TAL (Toyota Automated Logistics), a separate organization within the group.

Ready to apply?  

Are you interested in this position? Apply directly via our careers page with your CV. Questions about this role? Contact Carlijn Kneepkens (Recruiter) at carlijn.kneepkens@vanderlande.com.  

Diversity & inclusion  

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.