Description
Great People Work Here
Are you searching for a career with bags of variety, in an environment that celebrates differences and empowers collaboration, which values people and will encourage you to make an impact? Do you want the freedom to explore, and the opportunities to find new ways and to innovate? If so, TwiningsOvo delivers.
We’re looking for people who don’t just come here to get the job done, but who have a real passion for the brand and a desire to do the best job they can. In return, we offer an inspiring package of employee benefits - to show just how much we value you. This role will offer you the scope for growth and the tools to aim high.
The HR Shared Services (HRSS) Lead will provide visible, day‑to‑day leadership of team, ensuring consistent, timely and high‑quality delivery of the HR lifecycle, strong case & SLA management, robust process controls, data quality, and readiness for HRIS implementation. The role is hands‑on and team‑facing, focused on operational excellence, continuous improvement and excellent stakeholder experience.
Key Responsibilities
1. Service Delivery, Cases & SLAs
* Own HRSS case triage, prioritisation and resolution with clear SLAs and quality standards.
* Publish service metrics (e.g., SLA adherence, backlog age) and drive improvements in speed and quality of service.
* Act as day‑to‑day escalation for complex operational queries; route ER/Policy and Reward escalations to CoEs per governance.
* Build effective working relationships with HRBPs, Payroll, ER & Policy, Reward and business line managers to ensure smooth workflow hand‑offs, aligned expectations and a joined‑up employee experience.
2. Process Discipline & Controls
* Map and maintain “golden path” processes across joiner/mover/leaver, contractual changes, absence, employee data and other HRSS workflows.
* Embed maker–checker and control points for higher‑risk transactions to strengthen compliance and reduce errors.
* Standardise templates, documentation and knowledge articles; ensure policy alignment with ER/Policy.
* Identify opportunities to streamline processes and enhance the manager/employee experience, using data, feedback and best practice to drive operational improvements.
3. Data Quality & Compliance
* Ensure data accuracy and GDPR compliance across HR systems; lead routine quality checks and corrective actions.
* Partner closely with Payroll on upstream data integrity and issue prevention.
* Produce operational metrics (SLA performance, first‑time‑right, cycle times) and drive continuous improvement actions.
4. People Leadership & Capability
* Lead, coach and develop Advisors/Coordinators; embed regular 1:1s, huddles, coaching moments and rota/workload planning.
* Build confidence, consistency and a service mindset across the team.
* Enable a collaborative, inclusive culture aligned to company values; support wellbeing and resilience through change.
5. HRIS Readiness
* Coordinate HRSS inputs into the HRIS project process mapping, data cleansing, UAT and cutover tasks.
* Support the adoption of new HRIS ways of working post‑go‑live.
* Ensure the project deliverables strengthen long‑term HRSS process governance and operational maturity.
Skills, Knowledge and Expertise
* Proven leadership in HR Shared Services / People Operations - with hands‑on case / SLA ownership and workflow oversight.
* Strong process mindset with experience establishing controls, SOPs and knowledge bases.
* Solid HR data and GDPR understanding; practical partnership with Payroll and other specialist teams.
* Demonstrable coaching capability and team development.
* Experience contributing to HRIS / system change (design, testing, adoption) in a live BAU environment.
* Excellent stakeholder management and communication skills; able to simplify the complex and influence without positional authority.
* CIPD Level 5 (or equivalent)
Desirable
* Exposure to service dashboards, process improvement methodologies and/or continuous improvement toolsets.
* Experience working within a devolved business model, multi‑site or international HR operations
Benefits
* Yearly bonus based on personal contribution and financial performance
* Flexible working options
* 25 days holiday plus 8 bank holidays and the option to buy and sell holidays
* Onsite Gym and Wellbeing Centre
* Perkbox – employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more
* Pension scheme with your contributions matched for up to 10% of your salary
* Cycle to work scheme
* SimplyHealth Cash plan
* Onsite Staff shop and online staff discounts
* Electric Car Scheme
* Access to LinkedIn Learning
* Access to ABF Networking, connect, collaborate, and grow across the ABF Group.
Twinings has become one of the world’s most renowned tea companies over its 300-year history because we never stop learning, never stop experimenting and never stop inventing. We take pride in our tea from bud to cup and have been working with some of our tea estates around the world since the early 18th Century.
More than 300 years later, the love of tea is still here - and so are we! We still sell tea from Thomas’s shop, and we still work hard to bring the most innovative new blends to tea lovers around the world. Now, we have over 500 varieties and our teas are cherished all over the world. Our expert master blenders taste more than 3,000 cups of tea every week. So you can be sure the next cup you taste will be every bit as good as the one yesterday or the day before.
Our approach to Diversity, Equity & Inclusion
At TwiningsOvo, we believe in the power of diversity to drive innovation and meaningful work. We are committed to building a workplace where people from all backgrounds, identities, and experiences feel safe, valued, have a sense of belonging and are empowered to thrive. Inclusion is more than a goal, it’s how we work together every day. As an equal opportunity employer, we prohibit any unlawful discrimination against an applicant on the basis of their ethnicity, colour, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, neurodiversity, age, socioeconomic background or any other status protected by law and are committed to promoting diversity across our workplace.
Applicants may be entitled to reasonable adjustments under the terms of the Equality Act. A reasonable adjustment is a change in the way things are typically done which will ensure an equal employment opportunity.
Please inform our Talent Acquisition or HR Shared Services team if you need any assistance completing your application or to otherwise participate in the application process.