Senior Operations Manager

Job Description Role Title: People Compliance and Administration Manager Role Designation: Senior Operations Manager Reporting Manager: Head of Shared Services Job Level: 5 Location: Birmingham Country: United Kingdom Company: IBPM UK Interest Group: IBPM Role Designation Code: 235ASOMUS Senior Operations Manager About Infosys BPM Ltd Infosys BPM, the business process management subsidiary of Infosys, provides end-to-end transformative services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting‑edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience. We have 32 delivery centers in 14 countries spread across 6 continents, with 43,026+ employees from over 80+ nationalities, as of September 2019. Overall Purpose of the Role The People Compliance and Administration Manager is accountable for leading the HR Administration and Compliance team and activities including right to work, DBS, pre‑employment checks, Offers and Onboarding, TUPE, Redundancy Admin, Reward and Benefits, HR Portal and SAP Organizational Management for our FTSE 50 client. Key Responsibilities & Deliverables Lead the function with focus on driving accountability, shaping strategies and building credibility and trust from our client Play a lead role in change management, driving creative and innovative solutions including scoping projects with consideration to risks and metrics Management of an onshore and offshore administration team across HR compliance and administration activities Responsible for the ongoing engagement, development and training of team members Acts quickly with regards to the performance management of the team, regularly assessing performance to always ensure high service levels and accuracy, managing their performance against KPI targets in line with our service offerings Understand clients requirements and build strong and lasting relationships with stakeholders Collaborate with the client to build tools to aid the organisations objectives and strategies Manage the processing of pre‑employment vetting and DBS/criminal records checks applications and appropriate management and escalation of risk Manage the vetting of Right to Work documents for all new starters, TUPEs and follow up visa checks ensuring timely turnaround to prevent any disruptions to the on‑boarding process Manage all employment referencing activity for both ‘incoming’ and ‘outgoing’ employees Manage the on‑boarding of client employees, ensuring timely turnaround to prevent any disruptions to the on‑boarding process for new starters and any transfers and promotions Manage any change requests in relation to contract templates liaising with IT and 3rd parties Manage the organisational management workstream including HR Portal troubleshooting and hierarchy changes within SAP, liaising with IT and 3rd parties where required You will ensure the health and safety of all colleagues within the business and report any incidents via the approved company processes Essential Criteria Proven stakeholder management skills with the ability to navigate a complex stakeholder landscape and influence at a senior level Demonstrable experience of coaching and mentoring through change Experience of working in a client focused environment within a fast‑paced matrix organization Experience of operating Service Level Agreements and driving performance through the effective management of KPIs Demonstrable experience of implementing and driving change Must adopt a pragmatic approach Must demonstrate resilience and credibility Desirable Criteria Degree qualified or equivalent Experience of working in an RPO and SS environment An understanding of the operations of outsource service providers Core Competencies Business & Finance Management Strong understanding of the billing process at an engagement level, financial analysis and reporting techniques Able to forecast, plan and deliver effectively at an engagement level, identify and critically analyse trends and devise/implement actions Contractual Management Advanced knowledge of MSA/other contracts process and standards Strong understanding risk management models including operational risk/ liabilities Able to recommend preventive / corrective plans to drive implementation across multiple functions Business Acumen Has understanding of alignment of own function’s/unit’s drivers to short- and long‑term business drivers Leverages understanding commercial aspects in one’s unit/function Customer Orientation Anticipates customers’ needs, provides inputs for solution, demonstrates industry understanding and provides inputs to the customer on areas other than project work and builds confidence with the customer at higher levels to be treated as an advisor. Analyzes and constantly improves systems, processes and nature of service being provided to ensure customer delight by establishing standards and benchmarks for quality Brings up unresolved issues with the client, understands stakeholder views, strikes a rapport and resolves these issues by using tact and influence keeping in mind organisational interests Building Teams Communicates the interdependencies across multiple teams within own area Drives convergence across these team; Identifies underlying potential areas of conflicts Drives development within the team by creating stretch assignments Inspires teams by demonstrating commitment to support Building Collaborative Partnerships Identifies key stakeholders (internal and external) aligned to organisational interests does research to identify the “hot buttons” and seeks to build deeper partnership with them to deliver win wins Makes use of various forums to network within and outside the firm and manage organisational interests Leverages own relationships and understanding of stakeholder interests to discuss tough issues with fairness and openness and is able to influence them favourably Prepares a negotiation plan identifies various scenarios and plans for valid concessions, presents own case logically and highlights areas of mutual wins to meet laid down objectives Driving Operational Results Continuously sets challenging goals for the teams and provides support to team Able to proactively anticipate road blocks and looking at means to remove them High Impact Communication Understands others points of views and uses logic to bring out the reasons Builds context and common platform and uses appropriate data/examples/anecdotes to support complex ideas Uses anecdotes/powerful data to drive home the point, highlights the key takeaways several times This role profile is a guide to the work you will initially be required to undertake commensurate with job level and experience. It may be changed from time to time to incorporate changing circumstances. It does not form part of your contract of employment. #J-18808-Ljbffr