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Head of Complex Case Management

1 month ago

London, United Kingdom Deloitte Full time

Role Title : Head of Complex Case Management

Location : Hybrid (any location) – open to travel to London on an adhoc basis. 2-3 times.

Contract End Date : 6 months

Day Rate : Competitive (inside IR35)



Deloitte


Working with the Deloitte Associate (Contractor) Programme means we can offer you the opportunity to work on a variety of industries and client related projects. Our aim is to retain the best talent and so when your project end date nears, our team of Talent Community Advisors will be working with you to look at alternative projects within the firm that suit your experience should you wish to continue with Deloitte.



The role


We’re looking for an Employee Relations Director (or Lead) specialised in People Leadership, operational delivery and HR Transformation to join our Employee Relations (ER) team. You will lead a team of 11 complex case managers and report to the Head of HR Operations in addition to driving the transformation/CSI activity for case management across Deloitte.



Deliverables


  1. Lead the ER case management team, managing activities such as coaching and development.
  2. Proactively drive the transformation/CSI activity for case management in accordance with the milestones identified in the plan.
  3. Ensure service delivery standards and measurement against SLAs are met within the ER function and with third party vendors.
  4. Embed the strategic direction for the team and ensures that all performance management measures are well-defined, comprehensible, and achievable.
  5. Pro-actively engage the business to provide commercial, risk-based people solutions aligned to the firms goals and shared values. Upskill leaders and drive self-service whilst cultivating strong and meaningful relationships with leadership teams both within and outside of HR.
  6. Own the ServiceNow case management system, ensuring the technology is being used for maximum effect.
  7. Prepare case management reporting, ensuring the data is presented visually and informatively with thematic analysis, and is delivered according to pre-agreed reporting cycles.




Your experience / background


  • Proven experience as an Employee Relations Director (or similar role) with generalist ER and end to end case management experience, with a focus on people leadership, operational/service delivery and HR transformation.
  • Strong leader with proven people leadership experience of managing a large team.
  • Strong knowledge of Employee Relations and case management including organisational change policy, employment laws and regulations.
  • Essential - Knowledge of case management software and tools. (e.g. ServiceNow, HR Acuity, Empower and SAP).
  • Experience of designing and delivering HR strategy - Understand key business drivers, design and deliver appropriate HR solutions.
  • Proven experience of Change Management: leading and driving HR transformation projects/programmes across ER, Ways Of Working and CSI activities to successful outcomes and address inefficiencies.
  • Senior stakeholder management experience and influencing skills - Ability to establish relationships with all levels of the organisation (i.e. Partners, Managers and HRBPs)



IR35


As a means of managing tax, commercial and reputational risks, Deloitte prohibits the use of Associates through Personal Service Companies (‘PSCs’). All Associates must contract under PAYE arrangements through a Deloitte approved ‘Employment Company’ (aka ‘umbrella company.’)

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