People Experience Lead

7 months ago

Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Full time

Practice Group / Department:
People & Culture Leadership - EMEA

**Job Description**:
We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide.

We provide the world’s preeminent corporations and financial institutions with a full business law service.

As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. We value difference and actively promote a culture of respect for each individual, encouraging and creating inclusion.

Our new hybrid working model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing.

The Role

The People Experience Lead reports to the Chief People Officer (EMEA) and will be the lead for the Newcastle People Experience teams.

The People Experience Team currently comprises of eight People Experience Assistants who are managed by a People Experience Team Manager. The People Experience Team are responsible for providing administrative support to the London and Newcastle HR function and the wider business where appropriate.

In addition, the People Experience Advisory Team currently comprises of five People Experience Advisors. The People Experience Advisors report directly to the People Advisory Team Manager and have a dotted reporting line to a People & Culture Business Partner with whom they have an aligned client portfolio.

The People Experience Lead will be responsible for building, leading, and developing an efficient and effective People Experience and Advisory pillar that provides high-quality services that exceeds the expectations of the firm - Service Delivery and Service Excellence.

Responsibilities will include but are not limited to:
You will:

- Work with the P&C leadership team to ensure that we have the optimal systems, processes, and ways of working in place to achieve the P&C strategic objectives.
- Build a high performing P&C Shared Services Team that drives results through a simple, easy to understand structure that makes P&C adaptable and efficient.
- Demonstrate ability to drive ongoing improvements through standardising, automating, and consolidating processes in support of P&C strategy goals.
- Drive operational performance and service excellence within the P&C Shared Service team and monitor performance of the team against defined performance/quality standards.
- Create the vision, brand and identity of People Experience and Advisory team that aligns with the overall vision, brand and identity for EMEA P&C.
- Collaborate with the P&C leadership team to input to the EMEA P&C Strategy and collaboratively set the overall direction and priorities for the People Experience team.
- Develop SLAs (Service Level Agreements) with the firm and manage delivery of services to those SLAs.
- Develop and manage KPIs (Key Performance Indicators) and manage the services to those KPIs.
- Effectively manage change ensuring that the teams are always change ready.
- Manage team resources effectively to ensure that P&C delivers exceptional service.
- Provide overall governance in relation to the People Experience and Advisory services that sit within P&C Newcastle.
- Build Employee Experience and growth mindset across People Experience and Advisory and set the overall agenda.
- Anticipate P&C operations trends and global business needs to ensure future focus of People Experience and Advisory organisation.
- Set direction for overall P&C Operational delivery, including the delivery of operational services across EMEA, ensuring there is a joint agenda, framework and aligned goals and metrics.
- Assess the right service delivery and structure on a regular basis and optimise the service delivery model.
- Set direction for pan-EMEA process standardisation and consistency to improve the overall employee experience.
- Enable collaboration across the People Experience and Advisory remit to maintain the efficiency, effectiveness and excellence of service delivery, and ensure the team collaborates efficiently and effectively with the EMEA BP team, and treats them as a key stakeholder.
- Connect with People & Culture and firm stakeholders to understand specific delivery needs and demands, and manages the service portfolio accordingly.
- Manage overall demand and governance across People Experience and Advisory.
- Monitor overall operational and financial performance of service delivery and sets the general direction for future improvements.
- Be accountable for budget pl

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