HR Shared Services Team Leader

The work of the HR Shared 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 Shared 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.

The HR Shared Services Team Leader is accountable for the resolution of complex cases which our HR Centre in Bangalore are unable to resolve. They would also act as a point of escalation for queries both from the UK and Indian based teams. They are responsible for the management and development of a small team of HR Shared Services Advisors and would be instrumental in training them to work in a cross functional manner across all HR systems, processes and procedures. They will act as an interface to the Business and develop an account management approach so that the needs of our customers can be effectively fulfilled by the HR Shared Services team

Requirements

Qualifications
• Whilst a recognised HR qualification would be preferred, we would consider applications where equivalent knowledge and expertise has been obtained via experience
• Demonstrable success in an HR Service management role
• Excellent understanding and experience of working with HRSSC systems preferred

Essential Criteria
• Generalist expert HR advisory experience across a range of HR activities/processes but with deep specialism in one or more HR process areas
• Strong computer skills across the full range of Microsoft Office applications, in particular Excel, Word and the use of mail merge, and prior experience of HR databases
• Strong diagnostic and analytical skills: the ability to listen actively, ask probing questions and analyse requirements
• Senior team member with the ability to prioritise business requirements appropriately and to work and think collaboratively in a shared service environment
• Develop own knowledge and that of their team to keep up to date with policy / process / documentation changes and have the ability to respond to a full range of HR queries
• Proven experience of supervising and motivating a successful team
• Persuasion and influencing skills
• Experience of working on projects and managing project workstreams
• Confidentiality with the ability to handle sensitive situations within data protection legislation
• Outstanding customer focus and the ability to manage customer requirements through a partnership approach
• Professional and flexible approach to work and to managing customer needs in a changing business environment setting clear expectations
• Uses own skills and those of the HR Shared Services Advisor team to work through issues to conclusion, maintaining energy and motivation
• Credibly provides sound advice, accurate information and timely support to all stakeholders
• Ability to multi-task, prioritise work and manage time based on business need
• Ability to drive improvement through the assessment of existing processes and implementation of new processes.
• Experience of driving change and service improvement in a customer focused HR shared services environment

Desirable Criteria

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

Responsibilities
• Build excellent working relationships with Business Leaders, HR teams, employees and key stakeholders
• Provides professional advice across a broad range of HR topics including complex case management taking ownership of queries within scope of the team and agreed handoffs, working with HR Shared Service Advisors and wider team to manage these through to completion
• Act as subject matter expert in one or more HR process areas, responsible for a set of HR processes within the Services Team advising on policy /service impacts and with final sign off on proposed process changes ensuring they are compliant and support process delivery standards
• Apply specialist knowledge as appropriate Provide skills and knowledge to efficiently deliver an outstanding performance against agreed SLAs
• Respond to complex queries and manage HR Advisor team to support resolution of cases from managers and employees referred by HRC in line with Governance requirements and service SLAs
• Coaching and development of HRC services teams around HR policies and processes ensuring that HRC is competent and capable of handling activities and queries within their scope of service and that once fully understood these are handed over without service or compliance risk
• Signpost and transfer employees to other HR Services, where appropriate
• Coaching and development of employees and line managers around HR Services policies and processes
• Have a clear understanding on the boundaries of service delivery and hand-offs and operate within them
• Report on team performance against metrics
• Ensure current statutory and legislative requirements are being complied with
• Use the case management and HR system to record and maintain accurate records about activities and tasks undertaken and update HRMS as required
• Work pro-actively to support and deliver excellent customer experience Manage the performance and development of a team of HR Shared Services Advisors, including conducting personal development reviews
• Manage and analyse workload across the HR Shared Services Advisor team to plan resource to meet both customer and commercial requirements being flexible to support in any ad hoc activities that may need to be prioritised
• Advise the team of changes to policies/procedures/responsibilities and ensure they are understood
• Liaise with teams within HR Services, HR Business Partners and Centres of Expertise for escalation and resolution of queries and cases
• Support the HR Shared Services Manager and Leader in the delivery of key, standardised HR processes
• Participate in HR Services team meetings, organise and chair HR Shared Services Advisor team meetings
• Work on ‘Agile teams’ to lead and support project activities e.g. large scale restructuring, acquisition, simplification activity, etc. working collaboratively within the wider HR community
• Create and improve robust internal processes and ensure future compliance
• Identifying areas of improvement and supporting the implementation of continuous improvement initiatives
• Keep up to date with future trends in HR Services and contribute to internal HR Innovation and Improvement forums
• Attend and contribute to HR Management and Governance Meetings as required

Training

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.

#KD1