Team Lead GBS HR System Support & Learning

Description

Summary: The Team Lead GBS HR Services - HR Systems Support & Learning will lead operational delivery of HR systems and learning services, fostering a strong performance culture. Highlights: 1. Lead and develop a team of HR Systems Support and Learning Specialists 2. Drive timely resolution of incidents and maintain high customer satisfaction 3. Act as a trusted advisor for operational and system-related topics PURPOSE \& OVERALL RELEVANCE FOR THE ORGANIZATION The Team Lead GBS HR Services \- HR Systems Support \& Learning will be responsible for the day\-to\-day operational leadership and delivery of HR Systems Support and Learning Operations services within the GBS HR Services organization. Reporting to the Senior Manager HR Services, this role ensures high\-quality, compliant, and timely execution of HR systems support \& learning activities, while fostering a strong performance culture within the team. The role plays a critical part in enabling a seamless employee experience through effective management of HR technologies, learning platforms and operational processes, acting as a key partner to HR, TECH, IT, Global Process Owners, and Project Teams. KEY RESPONSIBILITIES Operational Delivery \& Case Management * Ensure end\-to\-end delivery of HR Systems Support and Learning Operations services in line with global standards, SLAs, and operational objectives. * Monitor service quality, workload distribution, ticket queues, resource allocation, and operational priorities to ensure stable and predictable service delivery. * Act as the first level escalation point for complex operational, learning and systems\-related issues. * Drive timely resolution of incidents, requests and service challenges while maintaining high levels of customer satisfaction. * Ensure accurate case management, process documentation, knowledge management, and adherence to established operating procedures. * Prepare and communicate operational performance updates, service metrics and improvement plans to leadership and stakeholders. PEOPLE LEADERSHIP \& TEAM MANAGEMENT * Lead, coach, and develop a team of HR Systems Support and Learning Specialists / Senior Specialists, promoting employee engagement, accountability, wellbeing, and inclusion within the team. * Foster a quality\-first, customer\-centric, and continuous improvement mindset within the team. * Set clear performance goals, priorities and KPIs aligned with HR Services objectives. * Conduct regular performance reviews, coaching conversations, and development planning sessions. * Drive onboarding, cross\-training, and knowledge\-sharing initiatives to enhance operational resilience and flexibility. * Support workforce planning, recruitment, and succession planning activities. STAKEHOLDER \& BUSINESS PARTNERSHIP * Act as the primary operational interface for HR Services, HR Business Partners, HR TECH teams, Global Learning teams and key business stakeholders. * Collaborate closely with Global Process Owners to ensure alignment with global standards, governance, and service delivery expectations. * Act as a trusted advisor and escalation point for operational and system\-related topics. * Support cross\-functional projects, system implementations, transitions, and transformation initiatives. * Foster a customer\-centric mindset and proactively address stakeholder needs and business challenges. COMPLIANCE, RISK \& AUDIT READINESS * Ensure operational activities are executed in compliance with company policies, governance frameworks, data protection requirements, and internal controls. * Maintain high standards of data accuracy and system integrity across all supported platforms. * Monitor completion rates and compliance requirements for mandatory training programs. * Identify operational risks, control gaps, and data quality issues, implementing corrective and preventive actions where required. * Support internal and external audits by ensuring documentation readiness and timely responses. CONTINUOUS IMPROVEMENT * Identify and drive process improvements, standardization opportunities, and automation initiatives within the team’s scope. * Drive the implementation and sustainability of Lean methodologies, including Daily Management and Structured Problem Solving. * Support and promote the adoption of digital HR solutions, AI\-enabled capabilities, workflow automation, and employee self\-service tools to enhance service delivery and user experience. * Analyse performance trends, service metrics, and customer feedback to identify opportunities for improvement. * Leverage operational insights and reporting to support decision\-making and capacity planning. KEY RELATIONSHIPS * HR Services \& Payroll * HR Business Partners * Global Learning Team * HR TECH * IT Teams * Global Process Owners * Project \& Transformation Teams * Internal Controls \& Compliance * Delivery Excellence Teams * External Vendors and Technology Providers KNOWLEDGE SKILLS AND ABILITIES * 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, preferably SAP SuccessFactors, SAP HR, LMS and related employee service solutions. * 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. * Customer\-centric and continuous improvement mindset, with experience supporting digital, automation and transformation initiatives. REQUISITE EDUCATION AND EXPERIENCE / MINIMUM QUALIFICATIONS * 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. * Strong background in people management and operational leadership. AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR. COURAGE: Speak up when you see an opportunity; step up when you see a need.. OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow\-through. INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things. TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset. INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards. RESPECT: Value all players. Display empathy, be inclusive and show dignity to all. **AT ADIDAS, WE STRONGLY BELIEVE THAT EMBEDDING DIVERSITY, EQUITY, AND INCLUSION (DEI) INTO OUR CULTURE AND TALENT PROCESSES GIVES OUR EMPLOYEES A SENSE OF BELONGING AND OUR BRAND A REAL COMPETITIVE ADVANTAGE.** **– CULTURE STARTS WITH PEOPLE, IT STARTS WITH YOU –** **BY RECRUITING TALENT AND DEVELOPING OUR PEOPLE TO REFLECT THE RICH DIVERSITY OF OUR CONSUMERS AND COMMUNITIES, WE FOSTER A CULTURE OF INCLUSION THAT ENGAGES OUR EMPLOYEES AND AUTHENTICALLY CONNECTS OUR BRAND WITH OUR CONSUMERS.** JOB TITLE: Team Lead GBS HR System Support \& Learning BRAND: LOCATION: Porto TEAM: People \& Culture STATE: 13 COUNTRY/REGION: PT CONTRACT TYPE: Full time NUMBER: 548565 DATE: Aug 21, 2026