People Services Lead

Employment Hero is on a mission to make employment easier and more valuable for everyone. We've developed an Employment Operating System, an all-in-one solution that combines hiring, HR, payroll, and benefits. Since our start in 2014, we've grown to a $2 billion valuation and now operate in Australia, New Zealand, Singapore, Malaysia, the UK, and Canada. We currently serve over 300,000 businesses and more than 2 million employees. The EH Way At Employment Hero, we're proud of our unique DNA, which we call The EH Way.

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission.
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy.
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale.
4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission.
5. We Live by Our Values - we role model our values 100% of the time.
6. We Expect High Performance - we set a high standard and we're not satisfied with being average.

This role As our People Services Lead, you'll be working with the Performance Operations department and will report to the People Operations Manager. You'll be instrumental in shaping a world-class shared services model that streamlines processes, enhances employee support, and ensures every Hero receives seamless, efficient, and human-first support. Your key focus areas will be:

1. Establishing a world-class shared services model.
2. Partnering with the People Operations Manager to set service standards, embed automation, and deliver an experience that scales alongside Employment Hero.
3. Identifying opportunities to use AI and automation to streamline query handling, improve accuracy, and enhance the employee experience.
4. Acting as a trusted resource on People policies and processes, ensuring Heroes feel supported and valued.

This will include:

• Acting as the first point of contact for employee queries, managing intake and resolution across policies, contracts, leave, payroll, and benefits.
• Defining and maintaining SLAs, triage processes, and escalation pathways.
• Establishing and managing service desk/ticketing systems to track and report on query resolution.
• Developing self-service tools like FAQs and guides to reduce recurring queries.
• Ensuring data integrity in the HRIS and related systems tied to employee lifecycle changes.
• Analyzing query data to uncover trends and pain points.
• Building dashboards and reporting to monitor service delivery and employee satisfaction.
• Delivering timely, accurate, and empathetic responses to ensure Heroes feel supported and valued.

Who you are To thrive at Employment Hero, you'll need to embody The EH Way — operating with focus, agility, and an obsession with impact. For this role, you'll also bring:

• 5+ years of experience in HR, People Operations, or Shared Services, with broad exposure to employee lifecycle processes.
• Proven ability to set up or transform HR service delivery models, including SLAs and ticketing/service desk systems.
• Strong experience resolving a wide range of HR queries (onboarding, offboarding, payroll, contracts, benefits).
• Analytical and data-driven skills, with the ability to design metrics and use insights to drive change.
• Tech-savvy skills, with comfort in experimenting with HRIS, ticketing systems, and automation tools.
• Excellent communication skills, with the ability to explain complex queries simply and empathetically.
• High levels of organization, resilience, and adaptability to a fast-paced, scaling environment.

What we can offer At Employment Hero, we don't just talk about a better way to work — we live it. Joining Employment Hero means:

• You will work remotely, with the flexibility to own your time and impact.
• You will access cutting-edge tools to amplify your work, knowledge, and outputs.
• You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
• You'll own ESOP (employee share options) in one of the world's fastest-growing tech companies.
• You'll also have access to a wide range of benefits that includes a very generous parental leave policy, subsidized egg freezing (so you can make the choice that's right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities.

Employment Hero celebrates diverse perspectives and experiences. We invite people of all backgrounds and identities to apply for this position.