Team Leader, HR Operations (Tier 1)

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
Join our HR Operations team at Thermo Fisher Scientific, where service excellence, operational discipline, and continuous improvement drive our frontline delivery model. As a Team Leader within HR Colleague Services, you will lead a Tier 1 team responsible for managing live support channels (phone and chat), overseeing case queues, and ensuring timely triage, distribution, and resolution of employee inquiries.

You will oversee Tier 1 service operations, managing live support channels, monitoring queues, and ensuring timely case triage and distribution to maintain service levels and customer satisfaction. The role includes daily case handling across core employee lifecycle transactions such as onboarding, job changes, terminations, benefit administration inquiries, and document issuance.

You will support escalation interactions when needed, ensure accurate and compliant processing, and provide guidance to team members on case handling and policy interpretation. While not owning HR programs directly, you will maintain strong working knowledge of benefits, lifecycle processes, and documentation standards to effectively triage inquiries and support your direct reports.

This role also contributes to operational excellence through continuous process improvement, cross-functional collaboration with HR stakeholders, and maintaining service delivery aligned with organizational standards and mission.

REQUIREMENTS:

• Advanced Degree with no experience required, or Bachelor's Degree plus 2 years of experience in HR, preferably in shared services environment
• Preferred Fields of Study: HR or related field
• 1+ years of direct leadership or team lead experience
• Solid understanding of Customer centricity and satisfaction, and live channel interactions (monitoring/participating)
• Proficiency in English required; additional language skills as applicable
• Expertise in HR systems including Workday, Oracle, and ServiceNow
• Advanced Microsoft Office skills, particularly in data analysis and presentation
• Strong case management and problem-solving capabilities
• Excellence in written and verbal communication
• Proven ability to handle confidential information with discretion
• Experience in performance management, coaching, and team development
• Strong organizational and time management skills with ability to handle multiple priorities
• Track record of building collaborative relationships across all organizational levels