People Support Operations Manager
| Dyddiad hysbysebu: | 04 Gorffennaf 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 03 Awst 2025 |
| Lleoliad: | B37 7ES |
| Cwmni: | Mitie |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | 78577 |
Crynodeb
Job OverviewLead a team of People Support Specialists to ensure that HR services provided both by Mitie and the outsourced team are fit for purpose and delivered to meet business requirements. Partner with the business to drive projects and service enhancements whilst championing engagement with the HR Service. Hold the outsourced provider to account for delivery against defined SLAs.
Build a strong strategic partnership with the outsourced provider ensuring that they are kept abreast of all changes within the organisation to allow for successful service delivery.
This role may include occasional travel to India.
Main Duties
-Champion the People Support (HR) operating model and act as an advocate
-Act as a partner to the business to shape services to be fit for purpose
-Accountable for the delivery of the activities assigned to the retained organisation
-Line Management and ongoing development / upskilling of the retained team SME's
-Periodically review policies, processes and procedures to ensure that these work for the business and remain compliant with legislation
-Act as a Project Lead and partner with the business on projects and service enhancement
-Lead any People Support / Payroll projects, using the outsourced provider to support delivery
-Engage and educate the outsourced team to embed them as a strategic partner
-Review non-compliance and action plan with the business and outsourced provider to address
-Identify needs for Line Manager education / business interventions to tackle non-compliance and process issues
-Identify and act on opportunities to enhance the function and the service provided to customers
-Input to service reviews with the outsourced provider, holding them to account for improvement plans as necessary
-Review / track any RCA's and associated actions
-Drive high levels of service from the outsourced partner - identify requirements for training for new services / process changes
-Provide support with issue management and act as a point of escalation for the business
-Review standard reporting and monitor performance levels / volumetrics
-Act as point of escalation for day-to-day quality issues or concerns. Escalate further as appropriate
-Highlight any legislative changes impacting service and work with the outsourced provider to train and embed change
-Business contingency planning with the outsourced provider for any issues facing the service
What we are looking for
-Full understanding of UK Employment Legislation
-Strong knowledge of multiple HR disciplines and experience of leading multiple teams within a Shared Services environment (preferred)
-Previous experience of partnering with business stakeholders to deliver enhancements to the service (preferred)
-Previous experience of developing and coaching individuals to enhance their performance
-Hold or be working towards CIPD Advanced Level Diploma (Level 7) or an equivalent qualification (preferred)
-Strong Stakeholder management skills (experience of managing legal advice relationships preferred)
-Experience of organising the activity of others or Line Management (preferred)
-Strong ability in process review and re-engineering using LEAN methodology (preferred)
-A self-starter with a drive to identify and implement process improvements
-Ability to think outside of the box and challenge the status quo
-Excellent customer service focus whilst being able to challenge the business and provide feedback when things have gone wrong
-Very well organised, with ability to work to tight deadlines and varying and sometimes conflicting priorities
-Experience of working with or managing outsourced service provisions (preferred)
-Ability to work well in a team and to work on own initiative
-Strong understanding and respect for confidentiality
-Excellent attention to detail and accuracy
-Advanced capability in use of all Microsoft Office Applications
Build a strong strategic partnership with the outsourced provider ensuring that they are kept abreast of all changes within the organisation to allow for successful service delivery.
This role may include occasional travel to India.
Main Duties
-Champion the People Support (HR) operating model and act as an advocate
-Act as a partner to the business to shape services to be fit for purpose
-Accountable for the delivery of the activities assigned to the retained organisation
-Line Management and ongoing development / upskilling of the retained team SME's
-Periodically review policies, processes and procedures to ensure that these work for the business and remain compliant with legislation
-Act as a Project Lead and partner with the business on projects and service enhancement
-Lead any People Support / Payroll projects, using the outsourced provider to support delivery
-Engage and educate the outsourced team to embed them as a strategic partner
-Review non-compliance and action plan with the business and outsourced provider to address
-Identify needs for Line Manager education / business interventions to tackle non-compliance and process issues
-Identify and act on opportunities to enhance the function and the service provided to customers
-Input to service reviews with the outsourced provider, holding them to account for improvement plans as necessary
-Review / track any RCA's and associated actions
-Drive high levels of service from the outsourced partner - identify requirements for training for new services / process changes
-Provide support with issue management and act as a point of escalation for the business
-Review standard reporting and monitor performance levels / volumetrics
-Act as point of escalation for day-to-day quality issues or concerns. Escalate further as appropriate
-Highlight any legislative changes impacting service and work with the outsourced provider to train and embed change
-Business contingency planning with the outsourced provider for any issues facing the service
What we are looking for
-Full understanding of UK Employment Legislation
-Strong knowledge of multiple HR disciplines and experience of leading multiple teams within a Shared Services environment (preferred)
-Previous experience of partnering with business stakeholders to deliver enhancements to the service (preferred)
-Previous experience of developing and coaching individuals to enhance their performance
-Hold or be working towards CIPD Advanced Level Diploma (Level 7) or an equivalent qualification (preferred)
-Strong Stakeholder management skills (experience of managing legal advice relationships preferred)
-Experience of organising the activity of others or Line Management (preferred)
-Strong ability in process review and re-engineering using LEAN methodology (preferred)
-A self-starter with a drive to identify and implement process improvements
-Ability to think outside of the box and challenge the status quo
-Excellent customer service focus whilst being able to challenge the business and provide feedback when things have gone wrong
-Very well organised, with ability to work to tight deadlines and varying and sometimes conflicting priorities
-Experience of working with or managing outsourced service provisions (preferred)
-Ability to work well in a team and to work on own initiative
-Strong understanding and respect for confidentiality
-Excellent attention to detail and accuracy
-Advanced capability in use of all Microsoft Office Applications