The People Services Manager's role is to lead the People Service Centre Operation and team to provide a quality, consistent, timely, customer-focused and cost-effective service to internal and external customers - ensuring productivity and outputs meet demand whilst driving a culture of continuous improvement and innovation of the service to support the goals of the People Team.

Client Details

My client is a leading organisation within the travel & transport industry, going through an exciting period of growth and change

Description

As part of a large HR team, and reporting into the Head of People Services, the People Services Manager will have responsibility for the core team which provides a centralised People administration and advisory service, with varying degrees of complexity across varied disciplines such as pensions, reward and benefits

The role responsibilities include;

• Lead the management of activity within the team proactively ensuring compliance with Service Level Agreements and undertaking audits and checks for quality assurance purposes
• Lead on continual improvement and innovation through identification of process, system and service efficiency and experience improvement opportunities and best practice within People Service Centres and liaison with relevant stakeholders and external networks to implement.
• Accountable for the regular review of these Service Level Agreements and escalation processes where required, ensuring throughput & productivity levels consistently meet demand and Senior Stakeholder needs
• Leadership of the team including setting team and individual objectives, defining & implementing standards of behaviour and managing performance against these. Providing regular feedback, support and development opportunities. This also includes all general line manager responsibilities such as management of absence, coaching and development to continually improve the capability within the team.
• Lead by example; creating and delivering a service centric culture and role model the values of the organisation
• Through the effective interpretation of data, identify trends, hotspots and risks to dynamically manage and allocate team resources to enable high performance and outputs in line with demand. Produce KPI reports for the team and tailor output to the audience.
• Responsible for managing resource requirements through effective analysis of new work streams and making recommendations via business cases.
• Effective management of stakeholders to deliver an effective customer service, taking responsibility for the end user experience, ensuring matters are escalated appropriately where required and stakeholders are kept informed. Work in collaboration with key stakeholders including Payroll and CoE to ensure any inter-dependencies are considered and actioned accordingly
• Advise team on escalated People queries, demonstrating solid knowledge of all People policies and practices to ensure accurate advice is given. Undertaking a root cause analysis of issues and identifying both short and long term solutions and preventative measures.
• Project lead for People Service Centre with "touch point teams" (Payroll, Resources, Recruitment) where there is an impact or change required to working practice, process or policy.

Profile

The ideal candidate will have/be;

• Management experience in a people services environment
• Experience of supporting teams through business change
• Experience of managing the delivery of a high-quality service, preferably a People Service to meet KPIs and SLAs
• Experience in implementing service improvements
• Experience in interpreting data to enable business decisions to be made
• CIPD qualified level 5 and above

Job Offer

A salary of circa £50,000 plus benefits, and a hybrid working model.

This is an opportunity to join a large and dynamic People team at an exciting time for the organisation