HR Manager Shared Services, you will need to be experienced in large complex SSC and managed a large team of Advisors. Your core focus will be on delivering a high level of excellent customer experience to the management and leadership team.
You will manage a team of first line Advisors supporting high volumes of inbound activity including calls, e mail and post meeting high level SLA's and high level of customer service of excellence with a complicated employee and stakeholder business.
To manage the day to day performance and service delivery of the HR Helpdesk providing a customer centric query handling service to all Line Managers and employees (high volume)
Your team will have responsibility for resolving queries at first point of contact or escalating the queries to specialist Advisors across the HR Shared Services Centre.
To report on and analyse data in order to improve the service delivery of the team.
To manage projects and deliver services across the whole of the HR Shared Service function.
Deliver customer service excellence and drive a customer centric culture across the whole of HR shared Services.
To achieve high level excellence, working with the HR Service Centre Management team to identify and implement service improvements across the whole of the HR Shared Services operation.
Ensuring that training and development needs are understood and met. Providing the team with "hands-on" support when required.
Develop internal talent and succession planning.
To support the Head of HR Shared Services with regular assessments
Deliver performance and make recommendations for continuous improvement of service delivery.
Support to the Head of HR Shared Services to build and maintain relationships with internal and external customers, including liaison with the wider HR market - HRDs and HR Business Partners.
Complying with obligations under the Data Protection Act.
Knowledge Skills & Experience
- Experience of managing large teams of first line HR Advisors
- Proven track record of working and maximising the benefit of a large HR SSC
- Experience of managing change projects in a SSC
- HR principles and practices as well as employment legislation
- Experience of operating in a complex, commercial, multi-divisional organisation.
- CIPD qualified or part qualified or equivalent would be ideal or relevant HR experience.