People Services Associate

Job Title People Services Associate Department Human Resources-BG-UK

The people team develops the capabilities, culture and experiences that create a human and commercial edge for Baillie Gifford. We exist to make the firm the world’s most distinctive place to grow a career, investing in our people with the same long-term conviction as our portfolios and continually reimagining how work is done to outpace the industry. The team supports the full people lifecycle, including people operations, people partnering, leadership, learning and capability development, attraction and resourcing, organisational culture, reward, wellbeing and the end-to-end people experience.

Through this work, we ensure that people and performance are deeply connected and that our colleagues are equipped to deliver long-term value for clients.

Our People Services team brings our people strategy to life through the day-to-day moments that matter, resolving colleague queries and delivering the core operational processes that support people throughout their time at the firm. Supporting around 1,700 colleagues across 11 countries, the team combines responsive support, accurate and consistent operations, sound judgement, strong controls and continuous improvement to make the everyday people experience seamless, scalable and reliable.

In doing so, the team is a critical enabler of pace, performance and confidence across the organisation. As a People Services Associate, you’ll play a central role in making everyday interactions with People Services feel simple, responsive and well supported. Combining care, accuracy and sound judgement, you’ll help keep the operational foundations of the People team running smoothly. You’ll take ownership of day-to-day queries, cases and core operational processes from start to finish, ensuring colleagues and managers receive clear answers and dependable support.

Alongside delivering a high-quality service, you’ll contribute practical ideas and help deliver improvements that make People Services simpler, more consistent and more effective over time.

• Service delivery and colleague experience:
  Delivers high-quality people services across the employee lifecycle, taking ownership of core operational processes to ensure a clear, responsive and supportive colleague experience. Acts as a trusted first point of contact for colleagues and managers, ensuring queries are understood, prioritised, resolved or escalated in line with agreed service standards.
• Service quality, risk and improvement:
  Identifies operational incidents, service failures and data-quality issues, takes appropriate action and records, resolves or escalates them in line with agreed procedures. Uses day-to-day experience, colleague and manager feedback and recurring query themes to identify friction, risks, unclear guidance and improvement opportunities. Shares learning, contributes practical ideas and helps deliver defined improvements that make services simpler and more effective.
• Knowledge and development:
  Contributes to team knowledge by sharing learning, identifying gaps in guidance and maintaining accurate documentation for the work they deliver. Builds knowledge across a range of People Services areas, with opportunities to deepen expertise and take ownership of defined processes or improvement activity over time.
• What success looks like: A trusted and responsive service: colleagues and managers know where to go, receive clear support and have confidence that commitments will be followed through. Reliable, high-quality delivery: core processes, queries and cases are handled accurately, on time and to clear service standards. Accurate data and strong controls: systems and records are kept up to date, required checks are completed and risks or errors are identified and addressed promptly.
  
  Sound judgement: day-to-day issues are resolved confidently, with advice sought and matters escalated at the right time. Practical improvement: learning from operational delivery is shared and translated into changes that reduce friction and strengthen the service. Growing capability: knowledge…