HR Shared Services Team Leader

At Sydney Water, we are dedicated to delivering world-class infrastructure and services that support our customers, communities, and the environment. Our vision is to be innovative, customer-focused, and forward-thinking, ensuring Sydney remains one of the most liveable cities in the world.

We are seeking a motivated HR Shared Services Team Leader to champion a high-quality employee experience across the organisation. This role leads a customer-focused team of Leader Advisors, serving as the trusted first point of contact for people leaders on People & Culture (P&C) matters. You will guide leaders through complex queries across the employee lifecycle, ensure timely and accurate advice, and partner with P&C and Business Connect to deliver integrated, enterprise-wide solutions.

About the Role

As a Team Leader, you will foster a collaborative, outcome-focused culture, training and coaching your team to excel and adapting to policy and technology changes. You will optimise team performance by monitoring service delivery against SLAs and KPIs, conducting quality audits, and driving continuous improvement of HR processes. Acting as a ‘voice of the leader’, you will capture feedback, escalate improvement opportunities, and ensure best-practice use of service and document management tools. You will also serve as a Dayforce superuser and support ongoing system development.

Key Responsibilities

• Lead, coach, and develop a team of Leader Advisors to deliver expert HR support and guidance
• Forecast, prioritise, and distribute workload to ensure timely, accurate service, meeting SLAs
• Monitor, audit, and report on team performance, identifying opportunities for coaching and process improvement
• Collaborate closely with P&C, Business Connect, and Centres of Excellence to improve knowledge resources and resolve complex cases
• Escalate policy-exception or complex queries and ensure effective closure
• Maintain and update knowledge resources, guides, FAQs, and enable continuous improvement
• Serve as Dayforce superuser, supporting system testing, configuration best practice, and issue resolution

About You

• 2+ years leading teams in shared service or HR operations environments
• Degree in business administration, behavioural science, or Human Resources (or equivalent experience)
• Minimum 3 years’ experience providing broad HR partnering or advisory support
• Experience in SLA-driven environments and strong time management and relationship-building skills
• Excellent coaching, planning, stakeholder management, and influencing skills
• Ability to work flexibly across teams, sharing knowledge, and continuously improving processes
• Experience with HRIS (Dayforce and ServiceNow desirable) and document control systems

If you are ready to lead, inspire, and deliver a cohesive, value-driven employee experience at Sydney Water, apply now.

Please note internally this role is titled Leader Hub, Team Leader.

Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check and online medical check.

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Dive into Our Great Benefits:

Competitive Remuneration: We’ll ensure that your skills and contributions are valued and rewarded appropriately.

Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.

Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.

24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.

Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.

Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.

Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.

Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.

Closing Date: Tuesday 18^th November at 11:59pm AEST

Please advise if you require any adjustments to actively participate in the application and recruitment process.

For any further information please contact hayley.williams@sydneywater.com.au

Working at Sydney Water

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too. 

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds, including First Nations people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community.

We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application

Please see the role profile for the role’s full accountabilities.