AddressHR Operations Manager (Shared Services)
Reporting to the HR Operations Director, this role will sit within the People Operations team, and will support the delivery of our HR Shared Services globally.
You will manage a team of XX people who are responsible for delivering HR operational activity covering the full employee lifecycle across the UK, India and Australia (Onboarding through to Offboarding).
Key responsibilities include:
Line Management
- Lead the Shared Services team to provide exceptional services and deliver a positive employee experience.
- Support the development and coaching of the Shared Services team, ensuring high levels of skill, engagement and stability within the team.
- Effectively manage performance of the team and promote a culture of accountability and continuous improvement.
- Manage resource levels, schedules, and the distribution of work to ensure optimum performance and adherence to SLA’s.
- Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement.
Service Level Agreements & Data
- Define, monitor, and track performance against SLA’s and utilise the data insights to identify trends, areas of improvement, risks, and optimisation opportunities.
- Collate and analyse data and provide reports to the wider business on the effectiveness of the Shared Services team, as well as providing data to enable HRBP’s the ability to take more informed decisions.
- Ensure an accurate source of data is maintained for all employees across the organisation.
Compliance
- Working with the HR Operations Director, ensure that key annual activities (such as performance, annual salary review, statutory reporting) are completed in accordance with the agreed timescales.
- Develop and implement share service procedures, self service information, and work instructions which align with policies and support global legal compliance.
- Support the HR SLT to ensure that RM meet their legislative responsibilities through the correct application of policies and processes, and communications.
- Maintain comprehensive documentation and ensure strong knowledge management principles are adopted.
- Handle operational escalations and service failures, undertaking root cause analysis and solutions, escalating important issues where needed.
- Provide 1st level (HR) approval for the processing of India monthly payroll.
- Undertake regular spot checks and monthly audits of our services and documentation to ensure compliance against processes, legislation and SLA’s and ensure we meet our ISO9001 quality standards.
- Ensure that all data is handled in accordance with our data security and user acceptance policies, and that all processes involving data meet our ISO27001 requirements.
