About The Role

About a role

This role is accountable for coordinating HR Customer Service delivery, ensuring consistent, compliant and high-quality service execution. The HR Services France Lead acts as the single operational interface between the client and business. The role is responsible for operational delivery oversight, performance monitoring, escalation management, and continuous service improvement across all delivery locations. In addition, the role owns Customer Satisfaction surveys and ensures feedback is translated into concrete and measurable improvement actions.

What you'll do

Guarantee compliance with SLAs, OLAs and KPIs.
Coordinate operational activities across all delivery locations.
Coordinate task allocation, prioritisation and workload distribution.
Prepare and present operational dashboards and performance reports.
Lead service review meetings with internal stakeholders.
Ensure data quality and compliance with internal standards.
Act as liaison between offshore operations and internal HR teams.

What'd you need

Solid understanding of HR service delivery models (ITIL or Similar Methodologies).
Experience with ticketing and workflow tools (NEOCASE, ServiceNow or Jira).
Proficiency in SAP HR, Oracle or similar HRIS platforms.
Strong analytical and reporting skills (one of Excel, Power BI, SAP BW/BI, Analysis for Office,SAP queries).
Fluency in English and French, both spoken and written (mandatory).