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HR Services Operations Leader
3 months ago
Position Title: HR Services Operations Leader
Contract Type: Permanent
Salary: £32,974.74 per annum
Working Hours: 35 hours per week
Working Pattern: Monday to Friday
Location: Liverpool
Overview: If you resonate with our core values and are passionate about making a meaningful difference at Riverside, we encourage you to submit your CV and a cover letter. We focus on potential rather than just skills and experience, so we welcome applications even if all essential criteria are not met.
Your Impact as HR Services Operations Leader:
In this pivotal role, you will oversee, coordinate, and facilitate the provision of first-line support to staff and management throughout the employee lifecycle. This includes areas such as recruitment, onboarding, performance evaluation, training and development, payroll, and system management, ensuring a 'once and done' resolution for inquiries.
As part of your responsibilities, you will manage resource allocation, service performance, and the technical capabilities of HR services to meet cyclical and project demands, uphold service level agreements, and maintain high customer satisfaction standards. You will enhance service capabilities through effective coaching and guidance to HR Administrators and service users.
About You:
We seek candidates who possess:
- A proven history of coordinating and delivering transactional HR guidance and support within a diverse and unionized environment.
- Experience in successful resource and activity planning, preferably in a shared service context, collaborating across multiple teams for effective service delivery.
- A strong background in interpreting and applying HR policies.
- Exceptional leadership, coaching, and feedback abilities, with a track record of developing multi-skilled operational teams in high-volume settings.
Why Choose Riverside?
At Riverside, we are a distinctive housing association dedicated to enhancing the everyday lives of our customers. For over 90 years, we have revitalized neighborhoods and supported communities by providing essential housing solutions.
Our portfolio includes over 75,000 affordable residential and retirement homes across the UK, encompassing services from homelessness support to social care and employment assistance. We require the best talent to help us achieve our mission.
Benefits of Working with Us:
- Competitive salary and generous pension scheme
- 28 days of annual leave plus bank holidays
- Flexible working arrangements
- Investment in your professional development and technology
- A comprehensive range of employee benefits
Diversity and Inclusion at Riverside:
We are committed to inclusivity. At Riverside, we value diversity in all its forms and strive to create a workplace where every individual is respected, empowered, and heard. Our dedication to inclusivity drives our success and enriches the lives of our customers and colleagues.
Key Responsibilities:
- Coordinate, allocate, and oversee the delivery of first-line advice and support to colleagues, managers, and external parties regarding all aspects of the employee lifecycle, ensuring a 'once and done' resolution.
- Assist the HR Services Manager in developing, monitoring, and executing cyclical plans, transactional frameworks, and performance standards, ensuring resource needs are identified and mobilized while escalating risks as necessary.
- Lead, coach, and develop a diverse team of HR Administrators to provide a consistent and timely end-to-end service, identifying areas for improvement to enhance individual and team capabilities.
- Collaborate with business partners and HR teams, including Centers of Excellence and HR Partners, to cultivate a customer-first approach, continually assessing service delivery plans and standards to meet customer satisfaction metrics.
- Direct and organize administrative and transactional activities, ensuring accurate and timely data processing, system navigation, and data extraction.
- Manage complex inquiries or customer dissatisfaction through established channels to ensure effective resolution in line with performance standards.
- Support and lead continuous improvement initiatives and change projects to enhance processes, procedures, and system services, promoting improved self-service capabilities.
- Conduct regular analysis and reporting of service delivery, performance standards, and compliance, providing recommendations to the HR Services Manager and stakeholders to address trends and development areas.
- Ensure the integrity and quality of data input, call recording, case management, and document storage, addressing any data quality issues to achieve compliance standards.
- Monitor compliance with regulatory and local HR frameworks, escalating risks to service performance through agreed risk management procedures.
- Maintain knowledge of regulatory, legal, and systems requirements to ensure competence in the role and deliver optimal solutions.
- Adapt to necessary changes in work priorities and undertake additional duties to support effective service operations.
- Ensure compliance with information security requirements, including data protection, in accordance with organizational policies and statutory obligations.
- Ensure adherence to health and safety requirements as per organizational policies and statutory obligations.
Essential Qualifications:
- Demonstrated experience in coordinating and delivering transactional HR support within a diverse and unionized setting.
- Proven success in resource and activity planning, ideally within a shared service environment.
- Strong ability to interpret and apply HR policies.
- Excellent leadership and coaching skills with experience in developing operational teams in high-volume environments.
- Attention to detail and a systematic approach to problem-solving.
- Customer-centric mindset with the ability to quickly identify colleagues' needs.
- Resilience and determination to see tasks through to completion.
- Proactive approach to identifying improvements for efficiency.
- Commercial awareness and results-oriented mindset.
- Strong team player with flexibility to meet business needs.
- Experience with HR systems and proficiency in Microsoft applications.
Desirable Qualifications:
- CIPD qualification or equivalent.
- Training or coaching certification.
