My client is an outstanding global firm looking to recruit an HR Shared Service Centre Manager to manage a team of 16 team members. This will be a mixture of HR administration and advisors.

The key focus of the role will be to define new internal key performance indicators for the team to then work with senior management to create an agreed framework for service excellence. You will be focused on building a culture of continuous improvement working against clearly defined metrics.

Having extensive experience of working within an HR Shared Service, you will have strong experience of HR systems, policy and process, you will be able to hit the ground running driving team engagement, performance and quality output across the service, you will also provide direct line management to the HR Support Advisors within the team.

The role will entail:

·         Managing the daily operation of the HR Support team, serving all UK employees, and working closely with European and International offices to grow and enhance the service delivery in all regions.

·         Driving a ‘customer obsessed’ culture as part of our journey to service excellence.

·         Responsible for creating new HR Support KPI’s and SLA’s and working closely with the HR Service Quality and Coaching Lead to ensure these are met.

·         Using excellent technical HR knowledge of the people lifecycle processes

·         Confident to use data and other service metrics to set and develop strategies to meet performance

·         Build professional and effective relationships and communities with the wider HR Team

·         Manage the transition of additional HR support activities from Europe into HR Support, working closely with the HR Transition and Process Manager to identify process efficiencies, automation opportunities, together with leading on the change impact consequences in Europe for our HR teams, Partners, and Managers.

·         Monitor service breaches and escalations and use them pro-actively to drive continuous improvements in addition to resolving them within agreed timescales

·         Working closely with the HR Service Quality and Coaching Lead ensure all team members are trained and competent to effectively complete allocated tasks

·         Review capacity analysis developed from email/call/transactional history/forecasts to make overall resource allocation decisions.

·         People management duties for direct reports such as carrying out regular performance reviews, objective setting, performance management

·         Undertake wider project work relating to HR and business change.

Applicants must have previous experience managing staff with an HR Shared Service Centre. You will be accustomed to managing high volumes and pace. People management and knowledge of HR practices and policies are also key.

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