People Experience Service Centre Manager

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.
 

We are currently looking for an experienced People Experience Service Centre Manager  to lead our operational activities in the Shared Service Center (SSC) based in Lisbon. As the SSC Manager, you will oversee the successful delivery of HR services across various geographies, drive operational excellence, and contribute to our ongoing transformation initiatives.

This role is hybrid, with the expectation to be in our office located at Torres de Lisboa once a week.

What You’ll Do:

You will be responsible for leading the operational management and delivery of people services throughout the employee lifecycle. Your primary focus will be on optimizing processes, maintaining KPIs and SLAs, and scaling operations to meet the evolving needs of our organization.

Your responsibilities include but are not limited to:

• Leadership & Team Management: Lead a high-performing, cross-functional SSC team, ensuring alignment with organizational policies and regional compliances.
• Operational Excellence: Oversee key HR operational processes such as onboarding, employee documentation, contract management, time and attendance, payroll, benefits, and offboarding, ensuring accuracy and timeliness.
• Service Delivery: Manage day-to-day activities, ensuring high-quality service delivery while meeting or exceeding established KPIs and SLAs.
• Process Optimization: Identify and implement process improvements and automation opportunities to enhance service efficiency and the overall employee experience.
• Stakeholder Management: Partner with regional HR teams, business leaders, and other functions to ensure seamless service delivery and continuously improve the employee experience.
• Data & Reporting: Ensure data accuracy and compliance with relevant HR regulations. Monitor and analyze service metrics, preparing regular reports and updates.
• Transformation Leadership: Support and lead transformation projects aimed at improving service delivery, integrating new technologies, and simplifying processes.
• Risk & Compliance: Ensure adherence to HR compliance standards and manage escalated queries within defined timelines and organizational guidelines.

What You’ll Bring:

• A Bachelor’s or Master’s degree in Human Resources, Business Administration, Organizational Development, or a related field.
• A minimum of 7-10 years of experience in an HR shared service environment, with at least 3-5 years in a managerial role.
• Proven track record in leading operational teams and delivering successful HR service initiatives within a global, matrixed environment.
• Deep understanding of HR processes across the full employee lifecycle, from onboarding to offboarding.
• Experience in driving process improvement and automation to enhance efficiency, service quality, and the overall employee experience.
• Strong understanding of data privacy and HR compliance regulations.
• Solid project management skills, with the ability to lead initiatives that drive operational improvements.
• Fluent in English, both written and verbal (C1 or higher).
• Proficiency in MS Office and experience with HR Management Systems (ERP/HCM platforms), including the ability to analyze and leverage data to improve service delivery.
• A customer-centric mindset with a focus on service excellence, attention to detail, and the ability to handle high volumes of work in a fast-paced environment.
• Strong leadership skills with the ability to inspire and motivate a diverse, international team.

If you are ready to lead and shape the future of our Shared Service Center while delivering an exceptional experience to employees, we want to hear from you!

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us.

At Unit4, we offer:

• A culture built on trust - giving you the freedom and autonomy to be successful;
• Balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being;
• Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry;
• A commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet;
• A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.