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Key Information
Employee Services Team Leader - 2612
Grade/hay score:
Band 2
Job family:
Human Resources
Contract:
Permanent
Salary:
Up to £41,000 Per Annum
Location:
Endeavour Square (Stratford) - Hybrid
Closing date:
Friday 3rd October 2025 @ 11:59pm
Job Purpose
This role is responsible for the management of a team of advisers, including the processes and the systems, to deliver employee lifecycle transactions and provide a seamless service to the customer. To deliver this they will support the drive for embedding new global H2R processes through uploading and promoting adherence and compliance and driving continuous improvement initiatives for Employee Services. The Employee Services Team Leader will also help to ensure that all change initiatives for Employee Services are managed in line with new processes and with appropriate governance.
Key Responsibilities
* Manage the team to deliver employee services transactions in the relevant area, ensuring agreed key performance indicators (KPIs) are met and that employee lifecycle matters owned by the team are processed in a timely and accurate manner with a strong focus on customer service
* Manage the performance and development of the team, ensuring there is clear accountability within team for the delivery of all transactions
* Resolve issues and complaints and be an escalation point for Advisers
* Contribute towards continuous improvements, using process analysis tools to map and analyse end-to-end processes, understand blockages with a view to identifying means of improving performance, efficiency, reducing costs and improving customer satisfaction
* Act as positive role model by demonstrating continuous performance improvement, solid business skills and support of department/company objectives
* Own the templates associated with each process (e.g. secondment letter, contracts etc.) and act as the custodian for any changes to these templates, including any correspondence, tools and systems ensuring they are up to date, in line with policy and legally compliant
* Identify 3rd party suppliers and stakeholders and build and manage relationships with these suppliers as required
* Use available technology effectively to access relevant employee lifecycle content to resolve customer issues
* Ensure all data is entered accurately in a timely manner by the team across all HR systems, and ensure data is maintained accurately and within data protection guidelines
* Actively monitor and control team transactions to achieve efficiency and best value, managing workload through various channels
* Take responsibility for driving required cultural attributes across the team including focus on compliance and service delivery, customer service excellence, and a focus on controlled continuous improvement
Knowledge
Skills, Knowledge and Experience:
* Strong knowledge of Employee Lifecycle processes
* Knowledge of Recruitment and onboarding processes
* In depth knowledge of the internal and external relationships, interfaces and 3rd party service providers necessary for TfL Employee Services to operate
* Knowledge of the Data Protection and Freedom of Information Act
* Knowledge of equality and employment legislation
Skills
* Able to create and manage service-level and specialist agreements with third parties
* Excellent communication skills with both internal and external stakeholders.
* Proven ability to identify process improvement opportunities and implement improvements
* Able to make improvements to existing HR systems to enable more efficient and effective process handling
* Can establish effective case management processes within policy area, and reassign as appropriate to meet SLAs
* Capable to deliver and monitor against SLAs and can analyse workload and reassign where appropriate
* Has an understanding of HR policies, systems and procedures and their application in the business and is able to influence to ensure they are effective
* Accurately inputs data, monitors and can identify ways to improve entry
* Pays attention to detail and ensures accuracy and can review documentation and identify ways to improve
Experience
* Experience of leading a team within an employee lifecycle function within a Business Services environment
* Strong track record of experience in working with self-service tools and processes
* Experience of monitoring SLAs and KPIs
* Experience of managing a workflow across different channels (telephony / email etc.)
* Experience of working in an unionised environment
* Professional qualification (such as CIPD or equivalent) is preferable but not essential
* Experience of working with and managing 3rd party providers
Equality and Diversity
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair
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Application Process
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV. PDF format preferred and do not include any photographs or images
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements.
We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.