Head of People Service Delivery

2 weeks ago

Glasgow, United Kingdom Heathrow Full time

Join us as Head of the People Service Delivery team, based in Glasgow, to deliver the end-to-end processes of our c6,500 colleagues' journey's from Hire to Retire. This is a critical role in ensuring Heathrow is a great place to work which is central to our Colleague Proposition.

The purpose of this role (closing date 5th February) is to direct the service delivery of the People core processes and contribute to their continual improvement. The Head of People Service Delivery will lead the team to deliver the end-to-end processes of a colleague’s journey from Hire to Retire. This includes planning, control frameworks and audit plans and plays an active part in the Business Services leadership team, engaging with senior stakeholders to deliver excellent business outcomes.

Delivering consistent, great service to our colleagues, 3rd parties and stakeholders; ensuring Heathrow is a Great Place to work, delivers its value potential and achieves our vision to give passengers the best airport service in the world.

**Your role will involve**:

- The efficient and effective delivery of the People core processes.
- Leading the team in line with Heathrow’s values and advocating the Service Signatures to Transform Customer Service for our colleagues and 3rd parties.
- Engaging with key senior stakeholders to ensure the Business Services Delivery Team delivers to the current and future business need and creates a stable and resilient environment.
- Proactively providing feedback on core process performance, opportunities for improvements in end-to-end efficiency and effectiveness, and stakeholder pain points to actively influence future developments.
- Guiding and inspiring the service delivery team with Heathrow’s values, policies and procedures to create a great place to work. Developing and assuring capabilities, creating career pathways and succession plans within and beyond the People Service Delivery team.
- Ensuring control frameworks are in place, tested and operating robustly, minimising risk and operating effectively and creating a culture where colleagues feel able to raise concerns.
- Developing, maintaining, testing and deploying appropriate business continuity plans and contingencies that ensures a continuity of service which matches our risk appetite.

**These skills are essential**:

- CIPD qualified or qualified by experience.
- Demonstrable experience directing service delivery team(s) to deliver service excellence and business outcomes using effective performance management.
- An effective communicator capable of coaching teams to take complex data and distilling it into actionable insight for senior stakeholders; and interpersonal skills to influence across all levels and disciplines of the organisation.
- Proactive ability to work, problem solve, use judgement within accountabilities and prioritise the team resources with appropriate stakeholder engagement.
- Strong understanding and experience of the People core processes and the relevant systems, ideally including Oracle Cloud Fusion ERP, OTBI, OAC, BI publisher.
- An appreciation of developing business intelligence techniques (e.g., machine learning) and data architecture, warehousing and databases.

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