People Experience Support Lead

About the role

Macquarie's People Experience Team is looking for a People Experience Support Lead (Job ID 24849) to act as the Team Leader's second-in-command. The role oversees day-to-day operations, ensures high-quality service delivery and timely resolution of HR queries, and supports employee experience and team success. It is a permanent, full-time, mid-senior position.

Key responsibilities

• Oversee daily operations of the People Experience Team, ensuring service standards are met and HR queries are resolved promptly
• Act as a subject matter expert, giving guidance on complex cases and monitoring team performance
• Maintain process documentation and identify opportunities to improve efficiency and customer experience
• Provide leadership, coaching and support to team members and foster a collaborative, high-performing team
• Manage escalations, conduct root cause analysis, support reporting and performance monitoring, and drive continuous improvement
• Serve as the primary point of contact for the team and stakeholders in the Team Leader's absence, covering continuity in leadership, decision-making, compliance and service delivery

Required profile

• Proven experience in the Rewards function within a People Experience, HR Operations or HR Shared Services environment, with a strong understanding of compensation, benefits and employee rewards processes
• Demonstrated ability to plan, prioritise and manage workloads while keeping service delivery and team performance consistent
• Operational leadership skills, with the ability to give clear day-to-day direction and coordinate team coverage and priorities
• Sound judgment, problem-solving skills, and experience leading, coaching and developing team members
• Attention to detail, with a commitment to quality, process adherence, risk management, confidentiality and operational controls
• Excellent communication and stakeholder management skills, and a data-driven approach using operational metrics to drive improvement

What we offer

• Wellbeing leave day per year, 20 weeks' paid parental leave for primary caregivers, 12 days of paid transition leave, 6 weeks' paid leave for secondary caregivers, and 5 days of carers leave
• Paid volunteer leave and donation matching, voluntary parental medical insurance for married employees
• Wellbeing benefits, sessions and events, plus a medical and life insurance cover
• Employee Assistance Program with counselling and coaching services
• Learning and development opportunities, including reimbursement for professional memberships or subscriptions
• Hybrid and flexible working arrangements, dependent on role, and reimbursement for work-from-home equipment