Manager, HR Operations Service Centre Greater EMEA

As Manager, HR Service Centre; Greater EMEA, you will lead the day-to-day delivery of HR services across more than 20 countries from our Liverpool Service Centre. You will manage a multilingual Tier 1 team responsible for resolving employee and manager enquiries with accuracy, efficiency, and exceptional service, while transacting key activities across the full employee lifecycle from hire to exit within Workday and related systems.

You will provide clear direction, coaching, and development to your team, driving performance through measurable objectives, continuous feedback, and a culture of accountability and collaboration. You will also oversee the effective use of Service Center technologies, lead process improvement and standardization efforts, and manage key projects to enhance service delivery and employee experience.

Working closely with the Associate Director, HRSC Greater EMEA, you will define and monitor performance standards to ensure service levels, quality, and productivity consistently meet or exceed expectations. Your team will act as the central point of contact for employees and managers across the region, ensuring every interaction and transaction reflects CSL's values and commitment to superior performance.

This role is Hybrid with 3 days a week on site is required at our Liverpool Site

The Role

• Lead day-to-day HR Service Centre operations for Tier 1 across more than 20 EMEA countries, ensuring accurate and timely support for employees, managers, and HR stakeholders throughout the full employment lifecycle (hire to retire).
• Coach, guide, and develop HR Operations Advisors, fostering a culture of continuous learning, collaboration, and service excellence.
• Partner closely with the Associate Director, HRSC Greater EMEA, to define priorities, allocate resources, and deliver against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Act as escalation point for complex or sensitive Tier 1 cases, ensuring they are resolved efficiently or transitioned appropriately to Tier 2 specialists, COEs, or vendors.
• Oversee and continuously improve end-to-end HR processes within the Service Center, identifying opportunities to streamline, automate, and digitize workflows using ServiceNow, Workday, and Power Automate.
• Support HR system transactions and data accuracy, including onboarding, job changes, personal data updates, and terminations within Workday and other platforms.
• Collaborate globally with HR Service Center leaders in EMEA, APAC and the Americas to ensure alignment, share best practices, and contribute to global initiatives.
• Build strong relationships with HR COEs, HRBPs, and vendors and other enabling functions to ensure effective service delivery and escalation management.
• Ensure high standards of communication, with all case documentation and employee correspondence recorded accurately and professionally in ServiceNow.
• Monitor and report on performance, analysing case trends, themes, and volume to drive proactive improvements and enhance employee experience.
• Champion knowledge management, supporting the creation and maintenance of high-quality knowledge articles.
• Lead or contribute to regional and global HR projects, ensuring operational readiness and successful adoption of new processes or systems.
• Perform quality checks and audits to ensure compliance, accuracy, and continuous improvement within Tier 1 activities.
• Provide hands-on support during peak activity periods to maintain service continuity and demonstrate collaborative leadership.
• Promote a culture of trust, ownership, and accountability, ensuring the HR Service Center delivers on its commitment to integrity, quality, and superior employee experience.

Education

• CIPD Level 5 or above (or equivalent professional qualification) preferred.
• A bachelor's degree in human resources, or a related field is an advantage.

Experience

• Minimum 5 years' progressive experience in HR Operations or HR Shared Services, including at least 3 years of direct people management within a high-volume or multilingual environment.
• Experience supporting or managing HR operations across multiple EMEA countries, ensuring alignment with local legal and regulatory requirements.
• Proven track record leading Tier 1 service delivery across the full employee lifecycle including onboarding, job changes, benefits administration, data management, and separations with a strong focus on accuracy, compliance, and employee experience.
• Strong working knowledge of HR systems and tools; experience with Workday and ServiceNow is highly desirable.
• Demonstrated ability to coach, develop, and inspire team members through structured feedback, performance management, and capability building.
• Excellent communication skills; fluency in English required, with additional EMEA languages considered an advantage.

Our Benefits
CSL Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives. Learn more about some of the benefits you can participate in when you join CSL Seqirus.

About CSL Seqirus
CSL Seqirus is part of CSL. As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. With state-of-the-art production facilities in the U.S., the U.K. and Australia, CSL Seqirus utilizes egg, cell and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries around the world.

We want Seqirus to reflect the world around us
At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future. Learn more Inclusion and Belonging | CSL.

Do work that matters at CSL Seqirus
Watch our 'On the Front Line' video to learn more about CSL Seqirus