Manager - HR Operations

Manager – HR Operations Role Summary Reporting to the Head of HR Services, the Manager – HR Operations plays a player-coach role to the broader team and is responsible for delivering an effective, efficient and professional HR service to the business. The role supports the optimization of HR processes and systems across the organization, working closely with HR and Finance to ensure the efficient and effective use of Workday. Key Responsibilities 1. Leadership & Team Management Provide day-to-day oversight and management of the London HR Operations Team. Support and mentor new and existing HR Operations team members globally, fostering a culture of excellence and continuous improvement. Oversee HR query management in line with SLAs, ensuring exceptional customer service standards. Act as triage manager for incoming HR queries, assigning and escalating as appropriate. 2. HR System Management & Technical Expertise Serve as the Workday subject-matter expert as it relates to employee lifecycle processes and HR Transactions, providing first and second-level technical support globally. Troubleshoot and resolve Workday transaction errors and queries in a timely and accurate manner. In partnership with HR IS, perform and coordinate testing for new Workday releases, configuration changes, and enhancements. In partnership with HR IS, manage and execute EIB loads, ensuring data accuracy and integrity. Leverage advanced Excel functionality, Power Forms, and Power Automate tools to streamline and improve HR processes, enhance data accuracy, and increase operational efficiency. Conduct and oversee data integrity reviews and audits, ensuring compliance and reliability of all HR data. Support and manage mass changes in Workday, including reorganizations and cyclical events (e.g., performance cycles, compensation reviews). 3. Process Improvement & Project Delivery Lead and deliver HR process improvement and transformation initiatives aligned with the HR Services Roadmap. Own project documentation, test scripts, and implementation plans for HR process enhancements. Drive standardization, automation, and scalability across HR transactions and workflows. Collaborate with HR and business stakeholders to continuously evaluate and optimize HR processes for effectiveness and compliance. Identify opportunities for efficiency through technology, data, and automation tools. 4. Reporting & Analytics Partner with HR IS and HR Data Analytics to deliver enterprise-wide standardized reporting. Generate recurring and ad-hoc reports to support strategic decision-making and compliance. Partner with HR IS to create, maintain, and optimize Workday reports and dashboards to provide actionable workforce insights. Utilize Excel and other analytical tools (e.g., Power BI) for insights and trend analysis. 5. Governance, Documentation & Compliance Ensure internal documentation, guidelines, and operating procedures are accurate and up to date. Maintain procedural documentation, FAQs, and tip sheets for Workday and HR processes. Ensure compliance with company policies, HR controls, and statutory requirements. Support audits and provide required data or evidence as needed. 6. Ad-hoc Support Perform additional tasks or projects as required to meet the needs of the business. Experience and Background Requirements Demonstrable experience acting in a people manager and player-coach role within People/HR Operations, ideally within a shared services environment. Proven success working with and gaining trust and cooperation from colleagues in a complex, matrixed environment. Strong customer service focus, always viewing processes from the customer's perspective. Strong process, data, and systems orientation with excellent attention to detail and problem-solving skills. Solid understanding of HR transactional services, including onboarding and offboarding. Experience managing or overseeing benefits administration processes, ensuring accuracy, compliance, and effective employee support. Flexible with the ability to manage and prioritize tasks effectively in a fast-paced and dynamic environment. Technical and Business Skills Requirements Essential Significant hands-on experience with Workday, including troubleshooting, testing, EIB loads, and advanced reporting. Experience with ticketing systems such as ServiceNow or Jira (highly desirable). Advanced proficiency in Microsoft Excel (e.g., pivot tables, formulas, Power Query) and familiarity with Power Forms and Power Automate to streamline HR processes. Knowledge of EMEA employment legislation, compliance laws, and market practices; additional global exposure (APAC/US) advantageous. Proficient in Microsoft Office applications including SharePoint, Word, Excel, and Outlook. Desirable Degree or equivalent qualification in Human Resources or a relevant discipline. CIPD Level 5 qualification (or equivalent).