This position is responsible for the management of all HR & benefit administration and system services provided by the HRSS team for Italy, France & Spain and ensure they are preformed within Service Level Agreements. The HRSS team will have contact with all employees, managers, and Country HR Teams in EMEAI. Additionally, this position will ensure that quality standards are created and applied for all duties and that compliance activities are performed accurately and timely. RESPONSIBILITIES **SERVICE DELIVERY & HRSS BUSINESS PROJECTS** Ensure timely & accurate delivery of all HR & benefit scheme administrative processes, HR system updates/corrections, and delivery of data to the time & pay team to ensure accurate payroll delivery. Contribute to the implementation of the regional HRSS Strategy and work plans, including assisting with the development of work plans for meeting HRSS business objectives. Act as customer relationship manager for assigned Company business unites by partnering with the HR Director and Senior Leadership to enhance collaboration and engagement with the business and ensure HRSS operational service delivery plans are aligned with and prioritise our Regional vision & values. Facilitate regular service reviews with Country HR teams & HR Directors for business units, communicating and discussing service performance and measurement. Manage the priorities and work of the EMEAI HR team to ensure effective operations performance standards (KPIs) and committed customer service levels (SLAs) are met or exceeded. Act as first point of contact for resolution of service issues ensuring these are managed in line with the HRSS Escalation Management Process. Working closely with the US HRIT team to develop tools and systems that support continual service delivery and improvement. Produce & analyse monthly KPI and volumetric management information highlighting trends and opportunities for improvements and communicate to key stakeholders as appropriate. Support development and implementation of policies and procedures to drive positive change. Deliver specific HRSS projects as required to support business unit, global & regional HRSS or country HR initiatives. Ensure timely & accurate delivery of core annual Company processes such as premio payments, performance management & merit cycle. Participate and support EMEAI integration/migration projects, including travel as required. Assess current & future HRSS practices against country legislative requirements and engage with works councils & trade unions where required. **TEAM SUPERVISION & DEVELOPMENT** Line manage the HRSS operations teams, setting business objectives and performance targets and monitoring through regular 1:1s and performance reviews. Actively provide support, feedback, encouragement and recognition to own team during any change process and implementation of change to meet agreed business objectives through appropriate cascade of communications and devising engagement action plans. Provide performance information to support annual completion of a training needs analysis for all direct reports, to ensure team members are demonstrating required level of technical skills, knowledge and competencies, and where gaps are identified, development plans put in place and reviewed regularly. Support the annual budget cycle by providing projected budget figures for the HRSS Operations team, leveraging historical information and identifying any changes in reward, operations or priorities for the next budget year. Support the identification & implementation of HRSS employee engagement activities and promote regional employee wellbeing & ID&E; programs. Identify & implement learning opportunities to enhance team members’ & own organizational and business unit knowledge. Take personal responsibility for own decisions and actions, act with integrity and professionalism and ensure own professional knowledge is current. **CONTINUOUS IMPROVEMENT** Lead the review and re-design of HRSS processes, utilising LEAN methodology approaches to achieve auditable efficiency gains in HR processes and service delivery, with measurable HRSS customer impact at the front of mind. Identify opportunities to digitalise & automate HRSS processes across the South & West countries. Critically assess the service work the HRSS team currently support & identify opportunities for service scope expansion across the South & West countries to improve the HR delivery of processes. Lead on the production of HRSS process flowcharts, Standard Operating Procedures and guidance materials for supporting employees, managers and HR. **HR DATA MANAGEMENT & MAINTENANCE/HR REPORTING** Act as the guardian of HR Systems (Europe) ensuring all users have the facilities and knowledge required for efficient completion of their HR Systems based responsibilities (OnBase, HR Cloud, Oracle Recruitment Cloud, ServiceNow). Responsible for the quality data input of all HR relat