Team Lead GBS HR System Support & Learning

This role provides day-to-day operational leadership and delivery of HR Systems Support and Learning Operations services within the GBS HR Services organisation. Reporting to the Senior Manager HR Services, it ensures high-quality, compliant and timely execution of HR systems support and learning activities while fostering a strong performance culture within the team. The position acts as a key partner to HR, TECH, IT, Global Process Owners and project teams, enabling a seamless employee experience through the effective management of HR technologies, learning platforms and operational processes.

• Ensure end-to-end delivery of HR System Support (Europe) and Learning (Global) operations services in line with global standards, SLAs and operational objectives.
• Monitor service quality, workload distribution, ticket queues, resource allocation and operational priorities to maintain stable and predictable service delivery.
• Act as the first level escalation point for complex operational, learning and systems-related issues, driving timely resolution of incidents and requests while maintaining high levels of customer satisfaction.
• Maintain accurate case management, process documentation and knowledge management, and prepare operational performance updates, service metrics and improvement plans for leadership and stakeholders.
• Lead, coach and develop a team of Specialists and Senior Specialists, promoting employee engagement, accountability, well-being and inclusion and fostering a quality-first, customer-centric and continuous improvement mindset.
• Set clear performance goals, priorities and KPIs aligned with HR Services objectives, and conduct regular performance reviews, coaching conversations and development planning sessions.
• Drive onboarding, cross-training and knowledge-sharing initiatives, and support workforce planning, recruitment and succession planning activities.
• Act as the primary operational interface and trusted advisor for HR Services, HR Business Partners, HR TECH, Global Learning teams and key business stakeholders, supporting cross-functional projects, system implementations, transitions and transformation initiatives.
• Ensure operational activities comply with company policies, governance frameworks, data protection requirements and internal controls, maintain data accuracy and system integrity, monitor completion rates for mandatory training programmes and support internal and external audits.
• Identify and drive process improvements, standardisation and automation, including Lean methodologies such as Daily Management and Structured Problem Solving, promote the adoption of digital HR solutions, AI-enabled capabilities, workflow automation and employee self-service tools
• And analyse performance trends, service metrics and customer feedback to support decision-making and capacity planning.

• Bachelor's degree in Human Resources, Business Administration, Information Systems, Management or a related field.
• 4+ years of progressive work experience in HR Operations, HR Systems, Learning Operations, Shared Services or Business Services environments.
• Proven experience in people management and operational leadership.
• Proven people leadership, coaching and team development capabilities in a service-driven environment.
• Strong understanding of Shared Services operations, including SLA management, KPI monitoring and operational governance.
• Experience with HR technologies and learning platforms.
• Strong analytical, problem-solving and decision-making skills with a focus on data quality and process excellence.
• Excellent communication, stakeholder management and influencing skills in a global and cross-functional environment.
• Ability to read, write and communicate in English in a business setting.
• Customer-centric and continuous improvement mindset, with experience supporting digital, automation and transformation initiatives.
• Ability to work in a fast-paced, multi-team environment to achieve consensus decisions, always having adidas' consistent growth in mind.

• Experience with SAP SuccessFactors, SAP HR, LMS and related employee service solutions.

The company believes that embedding diversity, equity and inclusion into its culture and talent processes gives its employees a sense of belonging and its brand a real competitive advantage.