EMEIA HR Shared Services/HelpLine Manager

Cork, County Cork, Ireland
Corporate Functions


Posted: 24 Oct 2018
Weekly Hours: 39
Role Number: 200000428
At Apple, we’re a diverse collection of thinkers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. This is a deeply reciprocal place, where everything we build is the result of people in different roles and teams working together to make each other’s ideas stronger. That same real passion for innovation that goes into our products also applies to our practices, strengthening our dedication to leave the world better than we found it. We are currently recruiting a dynamic HR HelpLine/Shared Services Manager to support and lead our growing HR Helpline operations across 27 countries in EMEIA. Just as Apple provides top-rated customer service for its products, the HR HelpLine is built to provide a top-rated service to Apple’s employees. This is an exciting role to join a dynamic and focused team within the Apple business. Apple is looking for a highly motivated, team orientated professional with a passion for customer service. This position is based in Cork, Ireland, our European headquarters

Key Qualifications

  • Can you demonstrate Human Resources & People Management experience?
  • Excellent communication (oral and written) and interpersonal skills
  • Training or curriculum development experience
  • Do you have the ability to drive efficiency in a fast-paced operational environment with a continuous improvement mind-set?
  • Demonstrable experience in building, managing and auditing knowledge or managing quality assurance programs
  • Ability to inspire change and identify gaps through data
  • Experience in project management, change management as well as process improvement
  • Experience creating, build and cultivating relationships in cross-functional teams
  • Ability to be adaptive and flexible to changing technologies, process and environments
  • Strong Customer focus and detail orientation
  • Fluency in English written and verbal. A secondary European language would be an advantage
  • Ability to maintain a positive attitude in high-stress/fast-paced work environment
  • Drive for results, and demonstrate high degree of drive and determination
  • Mac OS systems experience
  • Enterprise HR systems (Oracle, PeopleSoft, SAP, etc.)
  • Knowledge management systems experience
  • Experienced in Tableau or other reporting tools
  • Using data and information to influence process improvement and change


The EMEIA HR HelpLine Manager will drive and be accountable for the day-to-day management and further implementation of the established EMEIA HR HelpLine to ensure Apple meets the needs of it's rapidly growing Apple employee population. The HR HelpLine in EMEIA provides customer enquiry support and a centralised administration support for various HR programs in EMEIA (e.g., Benefits, HR Systems, Pay-roll, and HR Records). Responsibilities include: - Manage, coach, motivate, evaluate and a team of HR Agents/Advisors who provide HR programs and customer service to Apple employees and managers across 27 countries in EMEIA. - Drive day to day operational excellence of the established EMEIA HR Helpline to ensure Apple meets the needs of its rapidly growing employee population - Manage and lead a team of HR Helpline Agents ensuring excellence in service delivery while navigating through complex issues and escalations - Ensure HR Helpline Agents are set up for success in providing an outstanding customer experience and delivery of service - Collaborate and engage with all Partners responsible for the HR Operational Services for the region; including Payroll, Benefits, Employee Relations and People Business Partners. - As well as management of our EMEIA HelpLine, this role needs to drive optimisation of services through a focus on process improvement, efficiency, global consistency and Partner with various Centres of Expertise to stay up to date on regional regulatory or statutory requirements, trends and developments. - Prepare and deliver training to HR Helpline Agents on evolving country requirements and processes - Ensure all HR Helpline processes are documented accurately and up to date in line with changing practices and legislation across all EMEIA countries - Drive continuous improvement initiatives in order to ensure continuing achievement of monthly and quarterly KPI’s - Prepare and participate in regular Business Reviews and be responsible for the extraction of data to ensure successful reporting of same - Ensure continuous development of knowledge base content, web content and feedback/reporting mechanisms targeted at continuous improvement, increased employee satisfaction and enhanced operational productivity & efficiency - Work with Partners and Leadership to ensure fit for purpose solution and delivery of services (e.g. Benefits, Payroll, HR Systems, HR Records)

Education & Experience

Additional Requirements