As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. For over 100 years we have launched the world’s first international scheduled air service between London and Paris and continue to innovate across every flight and service touchpoint.
The Role
Senior People Operations Delivery Manager – lead the delivery of HR services across the full employee lifecycle, manage People Operations teams, drive operational excellence, implement change initiatives and use data to improve service performance and colleague experience.
What You’ll Do
* Lead delivery teams (c.15 FTE) to provide high‑quality HR services across Tier 1 query management and employee lifecycle processes.
* Manage performance against SLAs, KPIs and quality standards.
* Lead change programmes, using HR data and service insights to assess readiness, identify risks and ensure successful adoption of new systems and processes.
* Use HR data, analytics and service metrics to identify trends, diagnose root causes and drive actionable improvements.
* Ensure compliance with GDPR, employment law, audit controls and internal policies.
* Collaborate with HR, Finance, Reward, Payroll, Legal and Colleague Relations teams.
* Manage third‑party service providers and ensure effective governance.
* Build an inclusive, high‑performing team culture through coaching, performance management and leadership behaviours.
What You’ll Bring
* Strong leadership experience with advanced knowledge of HR Operations, Shared Services or HR Process Delivery.
* Proven track record in managing change, including leading transformation initiatives and ensuring successful adoption of new systems and processes.
* Proficient analytical skills; ability to interpret HR metrics, service data and workforce trends, translating data into clear insights and operational actions.
* Strong Excel skills.
* Strong decision‑making, prioritisation and problem‑solving capabilities.
* Knowledge of compliance frameworks including GDPR, employment law and audit requirements.
* Excellent communication skills, with ability to influence senior stakeholders.
* Ability to coach and develop managers and teams.
* Highly organised, structured and able to work in a fast‑paced environment.
* Degree‑level education or equivalent experience (desirable).
* CIPD or relevant HR qualification (desirable).
* Experience using HR technology, case management platforms or workflow systems.
Benefits
From the day you join us you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights and up to 30 discounted ‘Hotline’ airfares per year for yourself, friends and family.
We offer a competitive salary, generous staff travel, a supportive performance culture and opportunities to develop and progress across the business.
Inclusion & Diversity
We are committed to creating an inclusive place to work where everyone feels they can be themselves. We celebrate diverse representation and invite people from all backgrounds and cultures to join us as we continue to connect Britain with the world and the world with Britain.
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