Job Description

Senior Manager HR Customer Service Delivery

About the role

Accountable for leading and managing the provision of high quality, consistent employee lifecycle advice and support through the right teams and delivery channels to achieve HR strategic goals in a cost effective and efficient way, that maximises customer productivity, confidence, and effectiveness.

Accountable for the accurate and timely delivery of the end-to-end employee lifecycle transactional activity to facilitate the integrity of all HR data and that employees are paid in a timely and efficient way.

Define, monitor, and review service levels, alongside the establishment of quality standards and controls for HR Services and product development, whilst proactively driving continuous improvement to deliver year on year cost savings and a positive effect on customer satisfaction and employee experience.

Responsibilities

Strategy & Planning

As part of the HR Service Delivery leadership team, establish the service\xe2\x80\x99s strategic direction, formulate the services/business plan, set standards and monitor the service\xe2\x80\x99s overall performance.

Support the development and delivery of the HR Service Delivery strategy to align with business needs, comply with legal requirements and reflect current HR/Payroll best practice

Performance & Customer Focus

Develop the HR Customer Service Delivery model and infrastructure to meet business needs

Ensure all customers receive a quality and professional service within service levels

Ensure the implementation and delivery of employee lifecycle administrative services are responsive to customer requirements

Building and Leading Teams

Lead and motivate team members within the function, instilling and demonstrating S+N values and high standards of conduct.

Appoint, develop, and train staff, ensuring effective deployment and retention to deliver excellent service and to drive the achievement of targets

Relationship Management

Act as a champion for customer focus and listen to and communicate with customers and stakeholders effectively; ensuring that procedures and systems are in place to inform and receive feedback from service users, partners, stakeholders and colleagues, and evaluating that feedback, taking appropriate action to secure continuous improvement.

Ensure the HR Service Delivery team is fully integrated into GBS and aligned with HR Solutions and Employee Experience and other parts of HR.

Projects & Initiatives

Manage HR Customer Service Delivery projects and initiatives to support the HR Services leadership team in delivering strategic objectives.

Align the delivery of HR services and products to changes in \xe2\x80\x98HR\xe2\x80\x99 policy

Deliver performance improvements by driving modernisation of practices, procedures, and systems, and by managing change within the service

Minimum requirements

Management experience of leading a Human Resources/HR Shared Services and function within a large, complex organisation.

Broad HR experience, covering recruitment, employee lifecycle processes and pay within a complex organisation

Demonstrated experience of managing complex, high-volume customer service operation in an efficient and effective manner

Preferred requirements

Ability to lead and manage large customer service delivery operations and provide vision and direction to team

Understands business principles, language & the key commercial levers for the business & uses this understanding to influence the outcome of functional plans & contribute to decision making.

Ability to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to complex problems

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Smith & Nephew