HR Services Manager

HR Service Team Leader

Lead a customer-focused and proactive team of HR Service Team Advisers and Administrative Assistants in delivering an outstanding end-to-end HR support service. Work with the Head of HR Operations to automate key transactional processes, develop workflows and self-service opportunities to simplify and streamline processes, and resolve support and transactional people issues promptly and effectively. Maintain close working relationships with the HR Business Partnering Team to enhance the support provided to them in their activities.  This is a hybrid role, 3 days in the office and 2 days at home. 

Key Responsibilities:

Advice and Guidance:

• Lead the HR Service Team to signpost and provide first-line advice on relevant Policies and Procedures where necessary, focusing on proactive internal customer service.
• Collaborate with the Head of HR Operations to develop a framework for assisting with and advising on general HR enquiries, ensuring the service is measurable for continuous improvement.
• Provide operational support to the HR Business Partnering Team, including administrative support for grievance, capability, and disciplinary hearings, and act as the first point of contact for standard advice and guidance, referring more complex issues as needed.
• Challenge, advise, and influence HR colleagues and other stakeholders on poor practices, advocating current best practices and offering alternative pragmatic solutions where appropriate.

Employee Lifecycle Processes:

• Work with the Head of HR Operations to review, automate, and develop key employee lifecycle processes in line with current and future legislative changes.
• Ensure employee records are accurate and up-to-date, and that documentation follows current retention policies.
• Establish MI and KPI reports to monitor key employee data such as turnover, exit data, flexible working requests, family-friendly processes, and fixed-term contracts. Review this data with the Head of HR Operations to inform future process and service improvements.

Temporary Contracts:

• Collaborate with the Head of HR Operations to review the current process for issuing contracts, Temporary and Casual Contracts.
• Research alternative delivery methods for these services and represent the service in stakeholder meetings during the implementation of an automated solution.

Management:

• Review and maintain responsive, customer-focused SLAs for HR administrative and operational activities.
• Manage the day-to-day activities of the HR Service Team, referring to other HR teams as necessary.
• Provide line management and support for the development of the team, ensuring support and training for day-to-day activities through regular upskilling and coaching.
• Ensure resource contingency planning is in place to cover for absences or peaks in workload, and plan the work of the team, adapting to changing workloads.

For more information about the client or the role please do call the Norwich office of Reed and ask for Andrea Makings or Maxine Ettridge

Please also request Andrea or Maxine on Linkedin