Description
At Keywords Studios, we are seeking a People Services Manager - Europe to lead the delivery of efficient, high-quality People Services across the European region. The successful candidate will be responsible for operational excellence, consistent case management, service optimisation, and close collaboration with People Business Partners, Centres of Excellence, and HRIS.
Key responsibilities include:
- Leading and managing the European People Services Team, ensuring effective handling of employee and manager queries through the case management system in line with agreed SLAs and quality standards.
- Defining service levels and performance metrics for People Services processes; regularly reviewing performance, identifying gaps, and implementing corrective actions where SLAs are not met.
- Coaching and developing the People Services Team to deliver accurate, consistent, and "right-first-time" responses, aligned with local country or studio requirements where applicable.
- Establishing, reviewing, and maintaining clear Ways of Working for the European People Services Team, including coverage models, escalation paths, triage processes, capacity planning, and training needs.
The ideal candidate will have 5-10 years of professional experience in HR with solid exposure to HR Administration, proven experience in leading, managing, and developing HR teams, and strong background in HR transformation, including the design and implementation of new processes, policies, and ways of working.
They will also have hands-on experience with Workday, including manager and employee self-service and case management tools, strong problem-solving and analytical skills, and a proactive mindset with the ability to anticipate change, identify opportunities, and take ownership.
Benefits include a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.