Reporting to the Head of Employee & Advisory Services in Talent Shared Services, the Help HR Manager will lead the day to day management of the Help HR team to deliver high quality, first line HR advice and guidance, case management and administration services whilst effectively managing stakeholder relationships. The focus will be on the effective operational management of the team, demonstrating continuous improvements in processes and efficiencies as well as managing change within the team. Some travel may be required.
*Lead all operational activity and allocation of resources across the Help HR team to meet team deliverables and individual career goals. Organise the work flow across the team on a daily basis, ensuring full contingency plans are in place and key priorities are achieved. Plan for periods of increased activity through medium and short-term resource planning ensuring optimum productivity of the team
*Respond to service issues in a timely and constructive way, providing advice and guidance for speedy investigation and resolution. Escalate to the Head of Employee & Advisory Services when necessary
*Provide leadership to the team, supporting advisors to increase their knowledge, skill and competence. Build motivation within the team, acting as a role model. Facilitate detailed monitoring and checking of understanding through the team leader, agreeing individual action plans as appropriate
*Ensure case management activity is managed in line with policy and process and sensitive cases are escalated to the relevant HR Business Consultants in a timely way
*Liaise with Team Leaders to ensure all administration processes are effective, delivered with a high level of accuracy and focus on continuous improvements
*Liaise with other Talent Shared Services teams to ensure key changes to the service provision is fully implemented and communicated to the Help HR team
*Maintain a network of key contacts to enable the Help HR team to have advanced notice of key changes or communications affecting the firm's employees
*Accountable for recruitment of all new team members, developing new and innovative ways to attract talent from the Birmingham market together with developing a strong internal pipeline through the stand-by advisor programme
*Create opportunities to identify added value services. Plan, implement and measure their effectiveness. Constantly review and analyse working practises and develop plans to improve the service and efficiency within the teams
*Identify potential risk to the firm, working with the Employee Relations team to manage effectively. Escalate to the Head of Employee & Advisory Services where necessary.
*Take responsibility for keeping abreast of HR policy, process developments and employment law changes, and cascading to advisors
*Lead and develop relationships with colleagues in Reward and Employee Relations and sub area HR teams, together with other stakeholder communities (including our internal Help group), demonstrating proactive sharing of management information and opportunities to further improve service
*Manage on behalf of the Head of Employee & Advisory Services change projects at an operational level
*Contribute to TSS, CBS and wider HR projects and initiatives
*Commit to own personal development and completion of appropriate learning and development activities to ensure capability and skills are current
*Provide regular updates for the Head of Employee & Advisory Services to demonstrate priorities, progress and risks for onward communication to the TSS Leadership Team and other appropriate stakeholders within the People Team and wider UK & Ireland firms
*Liaise with subject matter experts and internal stakeholders to identify and scope new developments for the benefit of Talent Shared Services
*Plan the future development of services, engage and influence opportunities and monitor implementation. Manage and coach advisors through the introduction of new HR policies and employment legislation
*Optimise resource levels across the Help HR team, ensuring sharing of knowledge, and resource planning to ensure full utilisation and operation within budget.
*Coach and counsel the team leaders, providing continuous feedback on performance and to enable accurate succession planning
*Provide guidance to the team in applying judgement in dealing with complex queries and cases. Develop pro-activity and creativity in the team, coaching them to deliver above expected levels of service and to be receptive to change
*Monitor and analyse enquiry volumes and call type to identify patterns and trends
*Through the team leader, facilitate daily, weekly and monthly reports and management information to monitor call flow and response times, together with headcount and absence
*Proactively develop the reporting of management information to meet the needs of the business, presenting this through the monthly service line calls with sub area HR teams
*Through global and local reporting, identify trends, process issues and potential solutions to ensure continuous improvement within TSS, sharing knowledge and best practice
*Manage the HR business continuity plans on behalf of Help HR, liaising with the other key stakeholders as appropriate
*Manage the benefits project plan, working with reward to ensure key deliverables are met
*Monitor redundancy activity on a regular basis and ensure contingency cover and checking is in place for all redundancy projects
If you need to receive this information in an alternative format, please contact Equal Approach and we will take reasonable steps to arrange this for you.
Our client is an Equal Opportunities employer and we actively encourage candidate applications from all sections of the community.
The successful candidate may be required to undertake a Disclosure and Barring Service Check.
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