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HR Services Manager

To manage the day to day performance and service delivery of employee lifecycle administration and HR helpdesk operations within the HR Service Centre.   To ensure that administration and helpdesk costs are minimised and service targets are met in line with business expectations and best practice benchmarks. To resolve technical queries and service delivery issues escalated from team members.  To continually review service performance and identify opportunities for improvement



- Manage provision of a 1st line query handling service for managers and employees with respect to lifecycle, employee relations, reward & recognition, recruitment, performance management and learning & development - ensuring effective routing, referral and escalation of calls where appropriate.

- Manage volume routine and specialist HR transactional service delivery to the business providing accurate, efficient and consistent processing and administrative duties with respect to all aspects of the employee lifecycle (post recruitment), reward & recognition, performance management and employee relations.

- Ensure provision of remote HR policy and procedural advice to the business, including case support to line managers for routine/early ER issues ensuring a coaching model is adopted with line management

- Provide 2nd line/specialist HR policy, procedural and employee relations advice either directly or via coaching of the HR Advisors, ensuring solutions are pragmatic and within an acceptable level of business risk - escalating where necessary.

- Provide administrative support to the HR Centres of Excellence in the delivery of HR calendar events e.g. pay review, PADPs, staff surveys etc including issuing forms & instructions to managers and HRBPs & coordinating returns.

- Provide administration support for bulk employee communications, TUPE data gathering, HR change projects etc.

- Provide the HR Business Partners with timely information about specific cases and general trends with respect to HR advice provision Ensure all hard and soft copy personnel records are maintained & secure, complying with obligations under the data protection act









Car

TBC





·        Track record of supervisory experience in HR administration, preferably in a Shared Service Centre environment.



- Understanding of basic finance practices and managing a team budget

- Solid knowledge of theory and best practice for HR policies, processes and practices

- Experience of working within a unionised environment.

- An understanding of E-HR solutions and software packages ·        An understanding of CRM practices

·         Understanding of current employment legislation

·        Experience of restructuring, M&A, TUPE transfers etc

A-levels, preferably a graduate in Human Resources, or equivalent experience.

Preferably CIPD qualified