HR Shared Services Manager - Reed Talent Solutions : Job Details

Reed Talent Solutions are working with KPMG on the search for a HR Shared Services Manager to join the Contact Centre Management Team at their Birmingham site.

Role details

Job title: People Contact Centre Manager

Location: Birmingham - Hybrid, 2 days on site, 3 days WFH.

Contract: 10 month contract, with potential for extention.

Pay Rate: £403 per day, Umbrella.

Working hours: Monday to Friday, 9am - 5pm.

Start date: ASAP

What You Need:

• HR Shared Services Experience: Proven experience in a busy HR Shared Services contact centre.
• HR Systems Knowledge: Strong understanding of HR systems.
• Stakeholder Management: Excellent skills in managing stakeholders and handling escalations.
• Team Management: Experience in team management and performance management.
• Management of Projects: Experience of managing projects within the service centre environment.
• An ideal candidate would be from a Professional or Financial Services area.

Key Responsibilities:

Leadership and Team Management:

• Lead and Inspire: Provide strong leadership to the People Centre teams, fostering a collaborative and positive work environment.
• Build Relationships: Build and maintain effective relationships across the team and with key stakeholders within the business.
• Optimize Team Performance: Develop and implement recruitment, engagement, succession, and development plans to manage and enhance team performance and manage attrition.

Resource Management:

• Efficient Operations: Manage resources within the teams to the agreed budget, ensuring efficient and cost-effective operations.
• Collaborate with Offshore Teams: Ensure all Employee Lifecycle processes managed offshore are completed within SLA and to a high standard.

Performance and Development:

• Expert Guidance: Provide expertise to improve SLAs and performance in resolving queries and processing requests.
• Continuous Improvement: Upskill the team to manage their performance system and drive continuous improvement.
• Process and Reporting: Develop and maintain process maps and reporting capabilities for the teams.
• Data Analysis: Prepare regular and ad hoc reports, analyse trends, and provide insights.
• Coaching and Development: Manage and coach internal resources to enhance data and analytic capabilities.

Stakeholder Management:

• Effective Relationships: Develop effective relationships with key stakeholders within People Centres of Excellence to ensure end-to-end process performance is effective.
• Consultation: Provide guidance to managers to address queries effectively.

Policy and Compliance:

• Policy Interpretation: Interpret and apply understanding of corporate policies and practices, and other regulations to provide advice, guidance, or clarification for inquiries.

Integration and Collaboration:

• Seamless Service Delivery: Integrate with the wider People Operations team to ensure effective service delivery through our own teams and those of our third-party suppliers.

If you have the experience detailed above and are interested in this opportunity, please apply for the role with an updated version of your CV.

Thank you for considering this opportunity. We look forward to reviewing your application.