Senior Manager, Services

Overview

Location Bristol or Birmingham - Hybrid working 3 days in the office, 2 wherever.

The Work & Reward Services Senior Manager is responsible for leading the end-to-end operational delivery of core Reward and People Services across BT Group. The role oversees multiple specialist teams—including Compensation, Benefits, Pensions, Sales Bonus & Commission, Immigration & Global Mobility, TUPE & Organisation Management, and Consultation Support—ensuring high-quality service delivery, operational excellence, and compliance across all processes. This position plays a critical leadership role in transforming HR operations, optimising colleague experience, enabling business outcomes, and partnering closely with senior stakeholders across People & Culture, Reward Centres of Expertise, People & Culture Partners, Finance, Legal, and external suppliers.

• Lead a multi-disciplinary Work & Reward Services team of 50+ HR professionals across the UK and India, delivering complex reward and people services at scale.
• Set the strategic direction for service excellence, operational efficiency and continuous improvement.
• Act as the senior escalation point for complex or sensitive reward and employment matters.
• Oversee the delivery of annual pay review and bonus cycles, ensuring accuracy, strong governance and alignment with Reward strategy.
• Lead the delivery of colleague benefits and pension scheme support.
• Ensure all processes meet regulatory requirements and service levels, partnering with third-party providers where needed.
• Oversee the operational delivery of complex sales bonus and incentive schemes across Business and International, ensuring accurate and timely payments.
• Provide governance and operational oversight for visa management, right-to-work checks, global mobility assignments and Home Office compliance.
• Partner with Legal and Talent Acquisition to ensure compliant sponsorship duties and risk-free international hiring.
• Lead the Organisation Management team, ensuring accurate organisational structures, data integrity and SAP hierarchy maintenance.
• Oversee TUPE case management, job mapping, redundancy and consultation activity with full legal compliance and a strong colleague experience.
• Provide strategic oversight for the Consultation Support team, ensuring high-quality guidance and manager support during reorganisations.

• Strong leadership experience across HR Operations or Reward services within a large, matrixed organisation (Essential)
• Proven ability to lead large, multi-location teams, including offshore or shared-service delivery (Essential)
• Exceptional stakeholder management and communication skills, with the ability to influence at all levels (Essential)
• Experience delivering high-risk, time-critical reward cycles and operational processes.
• Demonstrated ability to lead transformation, process improvement or digital enablement initiatives.
• Deep knowledge of Reward and core HR processes.
• Experience providing insights and recommendations that shape policy, operational design or wider business decisions.
• A passion for colleague experience, operational excellence and continuous improvement.

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• 15% on target bonus
• Private Health Care
• Car Allowance
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.

BT Group was the world’s first telco and our heritage in the…