Overview
The Workforce Operations Partner role is central to managing daily HR operational activities with a focus on employee experience, stakeholder collaboration, and workforce initiatives across Servaada UK locations. This role requires expertise in employee relations, policy compliance, and change management to support a positive workplace culture and operational excellence. The Workforce Operations Partner will play a critical role in building healthy partnerships across teams, positively impacting stakeholders, driving workforce initiatives, and ensuring excellence in people engagement and operational delivery.
Responsibilities
* Case Management & Advisory Support
o Serve as the primary point of contact for employee inquiries and escalations related to operational processes, ensuring prompt and effective resolution
o Collaborate with relevant stakeholders to analyze issues and address root causes
o Manage complex ER cases end-to-end, including disciplinary actions, grievances, performance issues, and long-term sickness cases
o Provide expert guidance to line managers on handling sensitive employee matters, ensuring compliance with employment law and internal policies
o Draft and review outcome letters, investigation summaries, and formal documentation for hearings or appeal
* Policy Interpretation & Compliance
o Interpret and apply HR policies consistently across teams, especially in high-volume, fast-paced contact centre settings
o Ensure adherence to UK employment legislation and internal governance frameworks
o Support legal teams with documentation and preparation for Employment Tribunal cases if needed
* Manager Coaching & Capability Building
o Coach contact centre managers on ER best practices to build confidence and consistency in handling people matters
o Conduct training sessions for employees and managers on HR policies and processes, review account-specific floor policies, and recommend or implement necessary changes
o Deliver training sessions or briefings on topics such as conflict resolution, absence management, and performance improvement plan
* Employee Experience & Engagement
o Act as a point of contact for employee concerns, helping to resolve issues informally where possible
o Support initiatives that enhance employee satisfaction, reduce attrition, and promote a positive workplace culture
o Support with cyclical HR processes such as performance cycle, feedback surveys, etc
o Support the employee forum working and proceeding
* Data-Driven Insights & Reporting
o Track ER case metrics (e.g. case volumes, resolution times, outcomes) to identify trends and areas for improvement
o Contribute to workforce planning and policy updates based on ER data and feedback loops
o Maintain thorough documentation and provide required data for audits and litigation processes as needed
o Publish monthly dashboards to track operational metrics and highlight key trend
* Change Management & Organisational Transition
o Support ER aspects of organisational changes such as restructures, TUPE transfers, or mergers
o Collaborate with HRBPs and legal teams to ensure smooth transitions and mitigate risk
* Stakeholder Collaboration
o Partner with HR Shared Services, Talent, Legal, and Compliance teams to ensure aligned and effective ER delivery and queries pertaining to payroll, claims reimbursements, benefits etc
o Engage with employee networks and ERGs to support inclusion and wellbeing efforts
What we're looking for
* HR and ER Experience
o Experience in HR, with a strong focus on employee relations
o Proven track record of handling high-volume ER cases such as grievances, disciplinaries, performance issues, and absence management
o Experience working in unionised environments or with collective agreements/employee forums is a plus
* Contact Centre Environment
o Prior experience in fast-paced, high-volume contact centre settings is highly valued
o Understanding of the operational dynamics of contact centres, including shift patterns, performance metrics, and employee engagement challenges
* Legal and Policy Knowledge
o Strong working knowledge of UK employment law, ACAS guidelines, and GDPR compliance
o Ability to interpret and apply internal policies consistently across teams
* Skills and Competencies
o Excellent conflict resolution, coaching, and communication skills
o Ability to manage sensitive conversations and maintain confidentiality
o Strong analytical skills for interpreting ER data and identifying trends
* Application of Individual Conduct Rules
o Must act with integrity
o Must act with due skill, care and diligence
o Must be open and cooperative with the FCA and other regulators
o Must pay due regard to the interests of customers and treat them fairly
o Must observe proper standards of market conduct
EEO & Accessibility
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis.
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