• Degree in HR, Communications, or a related field or equivalent by experience
• Minimum 2 to 3 years of demonstrable experience in 1st line customer service management (preferably in HR)
• Hands on HR experience or a previous work experience in a SSC environment is a significant advantage
• Ability to work with data and manage multiple priorities
• Work well in a fast-paced complex environment
• Proven ability to manage multiple priorities
• Excellent communication skills (spoken and written) in English and Dutch
• Problem-solving and prioritization skills, a real can do attitude
• Customer focus mindset
• Great attention to details, the ability to work precisely and independently

• A wide range of benefits (cafeteria, home office and sustainable travel allowance, Met Life life- and accident insurance, Medicover package, All You Can Move sport pass, yearly bonus)
• Home office opportunity (3 days/week)
• Challenging tasks with real added value
• Career development opportunities
• Cheerful environment with colleagues from different cultures

The purpose of the HR Operations Services Officer Tier 2 is to process 2nd line employee requests that are out of scope for Tier 1. These requests are more specialized in nature. These requests are complex in nature which may require additional analysis.


1. Incoming Requests

• Translating customer demand into sustainable and customer-oriented solutions in case of no available standard in place Processing service requests on for example, hours and declarations, workforce administration, contracting, onboarding and learning administration
• Keeping knowledge in our HR tools up to date
• Connecting data from various HR systems
• Optimal collaboration from other teams within and outside HR
• Motivate your teammates and ensure team spirit

2. HR Operations – TA, Onboarding, Talent, L&D, Workforce Experience, Workforce Admin, Time Management, Total Rewards Second point of contact for employee as expert on the mentioned topics

• Answer, handle and execute deviating, not standard complex questions and calculations (i.e.exceptions outside predefined bandwidth)
• Challenge the status-quo, set the quality bar for PS&S EU and America. Seek for improvement opportunities
• Coach, guide and support tier 1 in their daily work proactively
• Ensure that new/adjusted law- and legislation is processed in a right manner and translated into the existing services and solutions. Trains the PS&S colleagues and educate them the background of law- and legislation (impact)

3. Stakeholder- & Project Management

• Linking pin position between various internal & external stakeholders
• Responsible for end-to-end project execution for topics such as CLA Changes/Adjusted Benefits, Performance Management (Merit/Stip)
• Participate regularly in tactical projects regarding own areas of expertise. Is able to take on activities within the project on his/her own, keep track of them and keep in touch with the stakeholders involved
• Independently manage operational projects, such as the implementation of the yearly changes in base, bonus & incentive pay, including the increase in function year and the increase in CLAs
• For those operational projects; formulate the project plan, coordinate the activities of the project members, monitor progress of project, manage and mitigate risks and adjust project plan when necessary
• Ensure excellent implementation of the yearly salary increase HAY and STIP bonuses based on the performance management cycle

4. Policy Changes Implementation

• Proactively signal gaps & improvement opportunities in existing HR policies and contribute to development & implementation initiatives
• Coordinative role towards PS&S EU and America to implement the policy changes; translating the changes into daily practices

5. Systems

• Maintain knowledge up to date with regard to the HR systems Success Factors and Service Now (Finder)
• Initiate (technical) change request for (necessary) system modifications and improvements;
• Test, approve and monitor system changes. Fully understand the consequences and impact on processes and share this on a frequent basis with PS&S EU & America

6. Reports & Analytics

• Make relevant data and information available to the right people / target group in a meaningful and efficient way to be able to control projects and decision making
• Handle incoming (complex) queries as part of CLA negotiations.
• Responsible for reports and controls in line with ICF framework

7. Knowledge & Communication

• Remain up to date in terms of knowledge (national law & legislation, CLA and working conditions of Friesland Campina) by being proactively involved with the annual learning objectives;
• Provide up to date documentation of own work processes and monitor/review the work instructions
• Has knowledge on data privacy and compliance

Ismerje meg Kollégáinkat a Linkedin-en

“The right profile to work for our Shared Service Centre EMEA in Hungary? There's no golden rule on that. We're always looking for a good combination of everything – a perfect mix of different characters. The strength of the team is each individual member. The strength of each member is the team."