HR Shared Services Team Lead

Robert Walters is the world's most trusted talent solutions business. Across the globe, we deliver recruitment, recruitment process outsourcing and advisory services for businesses of all shapes and sizes, opening doors for people with diverse skills, ambitions, and backgrounds. We help organisations find the skills and solutions to reach their goals and assist talented professionals to power their unique potential. We offer our people incredible career opportunities as well as an inclusive culture and flexible working.

About the Role: The HR Shared Services Team Lead is responsible for the delivery of efficient employee life cycle administration across HRSS Hub 3, tasks include maintaining accurate employee records across multiple HR systems, generation of all employee life cycle letters and contracts, including onboarding and offboarding, whilst supporting various HR processes and initiatives.

In addition to managing your own portfolio of stakeholders and employees, you will also lead, coach, and develop the HR Shared Services team to ensure strong performance and engagement. The role will also allocate resources effectively to meet workload demands and service expectations across HRSS Hub 3.

You will utilize your excellent communication and influencing skills to support and drive Hub 3 employee engagement and champion change, ensuring we retain motivated employees who can deliver an excellent service to our people.

Reporting into the Senior HR Shared Services Manager - Hub 3, you will collaborate with your team to drive and deliver consistent business process improvement and positive employee experiences across the wider hub remit, to our HR Business Partners and other HR Centers of Excellence.

The successful candidate will possess the ability to influence and challenge, whilst also having a pragmatic approach to delivery. The ability to be able to talk to the "Cleaner" through to the "CEO" is critical, a deep understanding of people and the ability to help them with their questions, no matter how big or small is expected.

Robert Walters is a people business, and therefore the company values doing the right thing, in the right way whilst maintaining the right commercial focus.

The role also focuses on efficiency of process, driving smarter working practices, cost reduction and productivity increase, smarter - not harder is the aim, drive change, but not just for the sake of it, the change must be able to deliver tangible outcomes and better business results for all.

This key influencing role plays a critical part in supporting, leading and delivering first class administration services across all Robert Walters service lines.

Service Delivery Leadership

• Ensure high-quality, timely, and accurate execution of HR processes (e.g., onboarding, offboarding HR Administration, benefits administration, employee data management, business reporting).
• Act as the escalation point for complex queries or issues that frontline the HR Shared Services team cannot resolve.

Operational Efficiency

• Drive process standardisation and continuous improvement to enhance efficiency and reduce costs.
• Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to maintain operational excellence.

Team Management

• Lead, coach, and develop the HR Shared Services team to ensure strong performance and engagement.
• Allocate resources effectively to meet workload demands and service expectations.

Compliance & Risk Management

• Ensure adherence to legal, regulatory, and company policies in all HR transactions, specifically the companies Authorisation & Approval Limits Policy.
• Maintain data integrity and confidentiality across HR systems and processes.
• Implement all audit report findings as requested.

Stakeholder Collaboration

• Partner with HR Business Partners, Centres of Excellence (COEs), and other departments to deliver seamless HRSS support.
• Communicate updates, process changes, and service improvements to stakeholders.

Technology & Process Optimization

• Leverage HR technology (HRIS, case management tools) to streamline workflows.
• Identify automation opportunities and implement best practices for scalability.
• Work with the HRSS hub employees and HRSS Leaders to ensure seamless solution delivery.
• Build strong partnerships with all HRSS + Hub employees and other business partner functions
• Promote a collaborative, inclusive, and growth-focused environment.
• Embodying Winning as One values

Who you are:

• 2-4 years of experience in HR operations, shared services and leading a service team.
• Experience in global or multi-regional HR environments preferred.
• Good understanding of local employment legislation (and permanent payroll if applicable)
• Familiarity with HR systems (MS D365, Workday, SAP, or similar) and shared services models.
• Proficiency in MS Office Suite and project management tools (e.g., Smartsheet, Asana).
• The ability to be able to talk to the "Cleaner" through to the "CEO", a deep understanding of people and the ability to help them with their questions, no matter how big or small.
• Ability to work in a fast-paced, global environment with cultural sensitivity.
• Strong organisational and time-management skills.
• Analytical mindset with proficiency in data reporting and visualisation tools.
• Excellent written and verbal communication abilities.
• Ability to work independently and collaboratively in a team environment.
• Ability to be able to understand your stakeholders end user experience, think outside the square and always be solutions focused, be relationships focused, relationships are our internal currency
• Strong analytical and critical thinking skills
• Ability to handle confidential information with discretion.

Essential Qualifications

• Ideally a qualification in Business Administration, however if you do not, do not let that hold you back, a good solid proven history of delivering exactly what this position requires over 3+ years in a real business is equal to any formal degree, success is not determined by a formal certification, Sir Richard Branson is proof of that.
• Enjoy the peace of mind that comes with private medical insurance.
• Take advantage of our fantastic training and development programme to grow your skills.
• Give back to the community with dedicated volunteer time off.
• Be recognised for your achievements and qualify for our exclusive Global Incentive Weekend.
• Prioritise your wellbeing with access to a variety of employee wellness programmes.
• Unlock exciting career progression opportunities, both locally and around the world.

As a Disability Confident Employer, Robert Walters is committed to offering a fully inclusive and accessible recruitment process to all candidates. If you require any accommodations or adjustments as a result of a disability, impairment or health condition, please do not hesitate to let me know.

Robert Walters - Global Talent Solutions

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About the job

Contract Type: Permanent

Specialism: Human Resources

Focus: Other specialist positions

Industry: Human Resources and Personnel

Workplace Type: Hybrid

Experience Level: Mid Management

Language: English - Professional working

Location: City of London

FULL_TIME

Job Reference: 7774

Date posted: 15 January 2026

Consultant: Georgia Whiting

london human-resources/other-specialist-positions 2026-01 03-16 human-resources-and-personnel City of London London GB Robert Walters