Job Overview
This role will support the business by ensuring that all of the HR services provided by the offshore team are fit for purpose and meet business requirements. As a Shared Services expert, this role will act as a conduit between the business and offshore team, this role will review the service levels provided and work to ensure the services are at the right level. Supporting with escalations and designing new processes, this role will shape the service that is delivered to the business. This role will drive manager education and engagement with HR processes across the function and will partner with the business to deliver initiatives and projects.
This role may include occasional travel to India.
Main Duties
* To be a subject matter expert on all retained HR services
* Delivery of any retained HR services activities, including but not limited to:
*
o Escalations from the Offshore team in complex cases
o Supporting the business with ad hoc requests and engaging with the offshore provider for delivery
o Preparing and reviewing ‘Root cause analysis' into service issues, identify actions and monitoring & tracking any remedial activities
o Oversee and manage any audits from 3rd parties, instructing the offshore provider to collate documentation, but reviewing & signing this off prior to release
o Dealing with any physical documentation, including training certification, post etc.
o Review and processing Settlement Agreements
o Review template documentation in line with policy and legislation
* Act as the point of contact for the offshore partner to support with escalations or queries
* Lead or support projects as required, partnering with the business to support projects and drive service enhancements
* Support any People Support projects using the offshore team to support delivery
* Audit the work of the offshore team and track performance including but not limited to calls, tickets, data input, letter production.
* Prepare data / reports for the People Support Operations Manager to have performance conversations with the offshore partner
* Support Line Manager education and engagement with MSS processes and ways of working
* Contribute to RCA's as needed
* Review and track any RCA's ensuring that all actions are completed
* Advocate high levels of service and support the offshore team by delivering training for new services / process changes
* Act as a point of escalation for the offshore teams for HR processes
* Audit data entry in the HR System and ensure that offshore teams are sufficiently trained to correctly maintain this data
* Provide training to both line managers and offshore teams as necessary on process documentation and procedures
* Support with the production of monthly reports on data quality and risks
* Monitor onboarding compliance and data integrity concerning statutory compliance and risk management across a range of compliance themes including right to work, vetting, under 18's, data integrity and process adherence.
What we are looking for
* Strong knowledge of multiple HR disciplines and SME experience (preferred)
* Previous experience of working in a HR Shared Service Centre (preferred)
* Strong Stakeholder management skills (experience of managing legal advice relationships preferred)
* Experience of organising the activity of others or Line Management (preferred)
* Strong ability in process review and re-engineering using LEAN methodology (preferred)
* A self-starter with a drive to identify and implement process improvements
* Ability to think outside of the box and challenge the status quo
* Excellent customer service focus
* Very well organised, with ability to work to tight deadlines and varying and sometimes conflicting priorities
* Experience of working with or managing outsourced service provisions (preferred)
* Ability to work well in a team and to work on own initiative
* Ability to manage the expectations of business stakeholders
* Strong understanding and respect for confidentiality
* Excellent attention to detail and accuracy
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