HR Shared Services Team Lead

Overview

Job Role:

HR Shared Services Team Leader

Location:

Hybrid, Luton / Worcester Office

Hours:

35 per week, Monday to Friday

• Leading and developing the MyHR (Shared Services) Team to provide an excellent ‘People’ service to our colleagues.
• Identifying opportunities to drive increased performance, capability and effectiveness across the HR services team.
• This role reports to the People Services Manager and has a team of HR Administrators of up to 5 direct reports.
• Lead and develop the team to provide an accurate and efficient core HR administration service for our colleagues and internal stakeholders.
• Work to achieve or exceed the Service Level Agreement (SLA) targets by coordinating the team’s daily work tasks, identifying opportunities for improving processes and developing the team.
• Monitor daily service requests / work tasks and call volumes with resources being rotated to meet demands to ensure smooth operations of HR Services.
• Ensure that service requests / work tasks are well organised, prioritised and delegated to HR Administrators on a daily basis, ensuring work is completed within agreed SLAs.
• Identify early service requests / work tasks or situations, which have potential to become complicated or cause issues, and ownership taken until resolution or escalation as appropriate.
• Provide regular feedback on daily operations, potential colleague issues, team working and any areas for improvements.
• Support HR Administrators and new team members with day to day work tasks / service requests and developing their skills and knowledge.

• Experience of managing people within a HR Shared Service environment.
• Proven understanding of end to end HR processes, HR policies and procedures.
• Ability to identify and resolve potential problems or issues and take necessary actions to prevent them from developing.
• Extremely well organised with the ability to plan and prioritise a busy workload and meet agreed targets / deadlines.
• Able to manage multiple customer requirements cases simultaneously.
• Proven ability to influence effectively across all levels of the organisation.
• Proactive and practical approach to problem solving and ability to identify areas for improvements in process, services and team ways of working.
• Highly organised with ability to plan, delegate prioritise and multitask high volumes of daily service / work requests.
• Able to coach team members to improve performance and develop skills.
• Excellent task and time management skills.
• Ability to work within a team and on own initiative, providing feedback to team members and support where needed.
• Proven ability to communicate in a clear, understandable and concise manner, both verbally and in writing.
• Proficient IT skills including MS Word, MS Excel and MS PowerPoint.