HR & Payroll Services Lead

Join Capita Public Service as HR & Payroll Services Lead
Capita is seeking an experienced HR & Payroll Services Lead to design and implement high-quality, user-centric shared services for one of our key strategic clients. This is a unique opportunity to shape service delivery across a multi-phase transformation programme, underpinned by a newly implemented ERP platform and a comprehensive solution that includes a multi-channel contact centre, correspondence services, a data warehouse, and automation and AI capabilities.

Ready to lead the design and delivery of future-facing HR & Payroll services for a major transformation programme? Apply now and help shape the next generation of service excellence at Capita

Job title:

HR & Payroll Services Lead

Job Description:

What you'll be doing

Reporting to the Operations Workstream Lead, you will lead the design and implementation of HR & Payroll services, ensuring seamless integration with client requirements and Capita's solution capabilities. You will contribute to the creation of the Service Blueprint and High-Level Operating Model, then oversee detailed service design and operating models for HR & Payroll.

You will manage a team of Functional Analysts and SMEs, facilitate workshops with client and third-party stakeholders, and ensure service designs meet KPIs, SLAs, and user experience standards. This role also involves supporting service transition planning, dress rehearsals, and early operational rollout to ensure successful adoption.

Key Responsibilities

• Contribute to the creation of the Capita Service Blueprint and High-Level Operating Model for HR & Payroll
• Lead workshops with client and third-party SMEs to integrate service elements and resolve design conflicts
• Develop detailed service designs and operating models focused on user experience and performance standards
• Provide input to training and testing teams to ensure alignment with service procedures
• Ensure service design aligns with Capita and ERP solution capabilities to minimise bespoke development
• Present service design updates in the End-User Forum and facilitate stakeholder consensus
• Participate in Payroll Parallel Run exercises to validate service readiness
• Support transition planning and lead dress rehearsals ahead of service cutover
• Resolve service-related issues during early operational rollout and support service operatives

Essential Skills & Experience

• Extensive experience in leading sizeable operational teams and delivering shared services into a complex client organisation
• Expertise in HR & Payroll service design and operating model development
• Experience in large-scale, multi-party implementation programmes
• Strong client relationship management and stakeholder engagement skills
• Ability to manage TUPE transfers and drive workforce engagement
• Experience in phased service transition planning, testing strategies, and hypercare support
• Ability to work remotely and travel to UK-wide Capita locations as required

Desirable Skills & Experience

• Experience with Oracle Fusion ERP service design
• Experience working with global technical delivery partners and ERP partners
• Multi-year experience in user experience-based service design
• Knowledge of WCAG 2.2 Accessibility standards and testing tools
• Familiarity with Government Digital Service (GDS) methodology and accessibility standards
• Experience creating Service Blueprints, Operating Models, and SOPs using UX design methodology

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences

What's in it for you?

• Competitive salary plus benefits

• Home-based position

• 23 days' holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth — offering exciting opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first, always​ Fearless innovation​ Achieve together​ Everyone is valued

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email or call and we'll get back to you to discuss. 

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team -

We're truly committed to building a diverse and representative workforce and as part of our strategic plans we are aiming to accelerate gender and ethnic representation in leadership. As such we would particularly welcome applications from people who are female and/or are from Black, Asian and other ethnic minority backgrounds

Location:

Home-Based - GBR

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent

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