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Who we are

You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.

Warszawa, Poland

HR Services Team Leader

Your profile:

 

  • Requires a University degree in business administration, HR, or related field
  • Minimum of 3 to 5 years of HR Services work experience in a Shared Service Center
  • Excellent interpersonal and communication skills, with a customer-centric mindset. 
  • Ability to lead a team in a dynamic, fast-paced environmen
  • Strong analytical and problem-solving skills to identify issues and challenges related to service performance and develop practical solutions to address them
  • Fluency in English and German
  • Any other language beneficial
  • Proficiency in Excel
  • Strong knowledge of HR processes and systems; experience with ticketing tools (e.g., ServiceNow) is a plus 


Your tasks and responsibilities:

 

  • Lead and manage the Tier 1 team, providing guidance, coaching, and performance feedback. 
  • Ensure timely and accurate handling of employee and manager inquiries related to HR policies, processes, and systems (via ticketing system). 
  • Monitor daily operations, prioritize workload, and allocate resources to meet service level agreements (SLAs). 
  • Drive a culture of continuous improvement by identifying inefficiencies and supporting process optimization initiatives. 
  • Collaborate with Tier 2 teams, country HR, and other stakeholders to ensure smooth case handovers and escalations. 
  • Ensure all knowledge base content and process documentation is accurate and up to date. 
  • Analyze service delivery metrics and provide regular reporting on team performance, trends, and customer satisfaction. 
  • Support the onboarding and training of new team members. 
  • Foster a strong customer service culture, ensuring employee experience is at the center of every interaction. 
  • Ensure compliance with internal policies, data protection regulations, and relevant labor laws

 

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
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