This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
The role:
This a key leadership role within the People Function, reporting to the Head of People Hub & ER. The role is responsible for the day-to-day operational management of the People Hub, ensuring high-quality, efficient and customer-focused HR service delivery across the employee lifecycle.
Working closely with Payroll, ER, People Partners and wider People teams, this role ensures SLAs are met, governance is robust, and the People Hub continues to evolve in line with the wider People strategy and business needs.
What you'll be doing:
* Lead and manage the daily operations of the People Hub, ensuring accurate and timely delivery of core HR services including onboarding, offboarding, employee data and benefits administration.
* Own workflow, capacity and queue management to maintain service quality during BAU and peak periods.
* Act as a subject matter expert, resolving escalated issues, undertaking root cause analysis and preventing repeat issues.
* Lead, coach and develop the People Hub team, embedding a high-performance culture aligned to the skills matrix and SMART objectives.
* Build clear development pathways for team members, supporting progression into specialist HR roles (e.g. ER, Data, Change).
* Drive continuous improvement through process optimisation, use of HR technology and (where available) AI-enabled solutions.
* Partner closely with ER, Payroll and People Partners to support cross-team delivery and cyclical activities.
* Ensure strong governance, compliance and data integrity, including GDPR, employment law, data audits and business continuity planning.
* Monitor employee experience through eNPS and feedback, translating insight into practical improvements.
Who we're looking for:
This role would suit an experienced HR operations leader who enjoys balancing hands-on operational delivery with people leadership and continuous improvement. You'll be highly organised, confident managing competing priorities, and motivated by delivering a consistently excellent employee and manager experience. You'll bring a collaborative mindset, strong judgement, and a passion for developing others in a fast-paced shared service environment.
* Proven experience managing HR operations or shared service teams in a fast-paced environment.
* Strong knowledge of the employee lifecycle, HR processes, systems and UK employment law.
* Demonstrated experience leading, coaching and developing teams to deliver against SLAs.
* Strong stakeholder management and communication skills, including working with senior stakeholders.
* Ability to manage multiple priorities while maintaining service quality, governance and compliance.
Desirable:
* Exposure to Employee Relations and case management processes.
* Experience delivering training and upskilling teams.
* CIPD qualification or equivalent practical experience.
* Experience contributing to or leading HR process change or improvement initiatives.