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HR Shared Services Leader

  • Job reference: CS-002056
  • Sector: Support Services
  • Location: Epsom
This vacancy has now expired

Why not...

 The work of the HR Service team is key to supporting the business, line managers and employees in all things HR. This team provide the HR face to the business and HR Services need to be delivered with passion and commitment providing a consistently great customer experience and making sure services deliver optimally meeting all policy and compliance requirements. The Services Team also includes responsibility for improvement – how can systems, processes and data be optimised to make the service even better and take a pro-active approach to lead not just respond to business requirements.

This role will ensure that the full extent of HR Shared Services deliver an effective and efficient HR service to all business units. Responsible for achieving high levels of customer satisfaction and the highest levels of client delivery consistently meeting and exceeding SLAs and KPIs. The HR Shared Services Leader has overall accountability for ensuring that the team delivers processes, policies, tools, technology and solutions across HR Shared Services to consistently high levels while driving continuous improvement initiatives and effectively managing compliance.

Qualifications and Experience

• Demonstrable success in an HR Shared Service Centre leadership role including off-shored service delivery
• Excellent understanding and significant experience of working with HRSSC systems
• Previous management of HR and Payroll service, systems and technology teams with an in depth understanding of how these can be optimised in an HR Shared Services environment
• Whilst a recognised HR qualification would be preferred, we would consider applications where equivalent knowledge and expertise has been obtained via experience

Essential Capabilities

• Ability to manage diverse stakeholders and create a strong customer centric culture within an HR Shared Services operation
• The ability to lead and influence whilst being able to manage business requirements appropriately through a collaborative partnership approach
• Proven experience of building strong collaborative working relationships
• Proven relationship management with partner/service providers internally and externally
• Proven experience of leading, managing and motivating a successful team
• Ability to challenge business demands and to balance team and business needs appropriately, setting clear expectations for both
• Experience of performance management, coaching and mentoring at the manager and leadership level
• Proven experience of advising and supporting internal and external stakeholders
• Experience of managing projects
• Discreet with the ability to handle confidential and sensitive situations

Desirable Capabilities

Stakeholder management and customer interaction within an HR Shared Service operation with multi-country and multi-cultural teams


• Lead, manage and develop the HR Shared Services Team and our off-shored HR Centre, based in Bangalore (estimated team size 21 heads)
• Be the key contact for HR Business Leaders as customers of the service
• Provide the face of the HR Shared Services to the business meeting regularly with HR Business Partners and Business Unit Managers to clearly manage business expectations of the service in a proactive and positive manner
• Organise and lead HR Shared Services team meetings to update on monthly performance, improvement initiatives and business changes impacting the service
• Attend HR Leadership and Business meetings to represent HR Shared Services and contribute to operational and strategic decision making
• Drive process standardisation and improvement within HR Shared Services through team management and proactively supporting team actions
• Ensure technology is optimised to best meet HR Services and Business requirements working closely with the HR Systems & Improvements Manager
• Lead and drive HR Shared Services Governance Forums Chairing and attending as appropriate to ensure service is managed effectively
• Responsible for the ongoing improvement and development of the Process & Improvements and HR Shared Services Teams ensuring an integrated approach to service delivery and collaboration with the HR Centre
• Manage and co-ordinate the planning, resourcing and implementation of service delivery and improvement
• Manage and co-ordinate the tracking and reporting of service delivery according to agreed KPI’s/SLAs and other measures agreed
• Management of services, reporting of process improvement plans for the resolution of service related risks and issues
• Direct involvement in operational HR interventions where a greater level of seniority or experience is required
• Directly manage the performance and development of the HR Shared Services Manager and the HR Systems & Improvements Manager
• Build excellent working relationships with Business Leaders and key stakeholders
• Lead decision making and prioritisation of system and process change requirements within budgetary constraints of HR Shared Services to ensure improvement targets are met
• Lead in driving improvements and CI initiatives, liaising with business stakeholders to clarify how they can best support the HR Shared Services team smoothing the way to effective delivery of improvements
• Keep personal knowledge up-to-date through external networking and attending conferences bringing back leading edge and innovative HR Services thinking and sharing this with the team and HR Leadership. Introducing and applying new methods and applications to the HR Service Team when feasible and appropriate.


Atkins develops individuals through a portfolio of training and development activities designed to help you make the best of your abilities and talents. These are reviewed with individuals through an annual appraisal process. We actively support staff in achieving corporate membership of relevant institutions.


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