About Toll Group
At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com
About the Role
Are you a proactive problem‑solver with a passion for elevating HR operations and driving meaningful process improvement? We’re seeking a HR Operations & Improvement Lead to play a pivotal role in shaping the employee experience across our global network.
As a key leader within our Global HR Operations team, you’ll oversee the delivery of high‑quality Tier 2 services while championing operational excellence across the employee lifecycle — from onboarding and contracts to performance, engagement, and annual review processes. Partnering closely with our offshore Global People Services team, you’ll identify opportunities to streamline, simplify, and enhance the way we support our people.
With our newly deployed HR ServiceNow portal, you’ll drive global optimisation initiatives, working hand‑in‑hand with HR Partners and Centres of Excellence across the business. If you thrive in a dynamic environment, love improving how things work, and are committed to delivering outstanding employee support, this role offers the opportunity to make a measurable impact every day.
Key Responsibilities:
- Lead and develop the HR Operations team to deliver high‑quality, employee‑focused Tier 2 services and operational excellence.
- Oversee, maintain, and continuously improve HR lifecycle processes across the employee experience.
- Manage and support HR improvement initiatives and global projects, including ServiceNow enhancements.
- Build and maintain HR knowledge and document frameworks, including the HR Portal, ServiceNow knowledge articles, and future AI‑enabled content structures.
- Maintain and update global HR policies to ensure consistency, compliance, and clarity across the organisation.
- Collaborate on HR communications and change activities to improve self‑service adoption, optimise case deflection, and support cyclical HR programs.
To be successful in this role, you will have:
- Demonstrated strength in team leadership and the ability to manage end‑to‑end HR operational tasks effectively.
- Skilled in diagnosing business needs, solving problems, and delivering process improvements at both global and local levels.
- Experienced in HR Operations / Shared Services environments with strong understanding of HR processes, systems, reporting and data analysis.
- Proficient in Microsoft Office suite, including Word, Excel and PowerPoint.
- Confident engaging with Executives and Senior Leaders on process deployment and operational support.
- Tertiary qualifications desirable but not essential.
What moves you?
At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.
Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.
At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.
To find out more about us visit www.careers.tollgroup.com
You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.
