Job description
Job Role: HR Shared Services Team Leader
Location: Hybrid, Luton/Worcester Office
Hours: 35 per week, Monday to Friday
As HR Shared Services Team Lead you will be:
* Leading and developing the MyHR (Shared Services) Team to provide an excellent ‘People’ service to our colleagues.
* Identifying opportunities to drive increased performance, capability and effectiveness across the HR services team.
This role reports to the People Services Manager and has a team of HR Administrators of up to 5 direct reports.
Main Responsibilities
* Lead and develop the team to provide an accurate and efficient core HR administration service for our colleagues and internal stakeholders.
* Work to achieve or exceed the Service Level Agreement (SLA) targets by coordinating the team’s daily work tasks, identifying opportunities for improving processes and developing the team.
* Monitor daily service requests/work tasks and call volumes with resources being rotated to meet demands to ensure smooth operations of HR Services.
* Ensure that service requests/work tasks are well organised, prioritised and delegated to HR Administrators on a daily basis, ensuring work is completed within agreed SLAs.
* Identify early service requests/work tasks or situations, which have potential to become complicated or cause issues, and ownership taken until resolution or escalation as appropriate.
* Provide regular feedback on daily operations, potential colleague issues, team working and any areas for improvements.
* Support HR Administrators and new team members with day to day work tasks/service requests and developing their skills and knowledge.
Skills & Experience
* Experience of managing people within a HR Shared Service environment.
* Proven understanding of end to end HR processes, HR policies and procedures.
* Ability to identify and resolve potential problems or issues and take necessary actions to prevent them from developing.
* Extremely well organised with the ability to plan and prioritise a busy workload and meet agreed targets/deadlines.
* Able to manage multiple customer requirements cases simultaneously.
* Proven ability to influence effectively across all levels of the organisation.
* Proactive and practical approach to problem solving and ability to identify areas for improvements in process, services and team ways of working.
* Highly organised with ability to plan, delegate prioritise and multitask high volumes of daily service/ work requests.
* Able to coach team members to improve performance and develop skills.
* Excellent task and time management skills.
* Ability to work within a team and on own initiative, providing feedback to team members and support where needed.
* Proven ability to communicate in a clear, understandable and concise manner, both verbally and in writing.
* Proficient IT skills including MS Word, MS Excel and MS PowerPoint.