Operations Team Manager

Competitive salary plus benefits

Job Purpose

The Operations Manager is responsible for the day-to-day management and performance of multiple operational teams within ASDA People Services, ensuring the effective and efficient delivery of end-to-end HR services across their assigned process areas

Reporting to the Lead Operations Manager, the role holder translates operational strategy into clear delivery plans, performance goals, and service standards. They will oversee a team of Operations Specialists, ensuring services are delivered to the highest levels of accuracy, compliance, and customer satisfaction.

The Operations Manager plays a key role in driving operational excellence, fostering a culture of continuous improvement, and enhancing the colleague experience through data-driven service management and people leadership.

Key Responsibilities

1. Service Delivery Management

• Oversee the daily operation and performance of multiple HR service lines or process areas, ensuring delivery within agreed SLAs, KPIs, and quality standards.

• Ensure consistent execution of end-to-end HR processes, maintaining accuracy, compliance, and timeliness across all transactions.

• Proactively manage workload distribution, resourcing, and service prioritisation to meet business demand.

• Monitor performance data and service dashboards to identify trends, risks, and areas requiring intervention.

• Ensure all operational delivery aligns to the People Services service delivery framework and organisational strategy.

2. Operational Planning & Governance

• Translate the People Services strategy into actionable operational goals, performance targets, and delivery plans for their teams.

• Ensure robust controls and governance are in place to maintain compliance with policies, labour laws, and audit standards.

• Conduct regular service reviews and reporting, providing insight and recommendations to the Lead Operations Manager.

• Lead root cause analysis for performance issues or service deviations, implementing corrective actions promptly.

• Partner with Process Owners and Service Management to ensure process design changes are embedded and operationalised effectively.

3. Continuous Improvement & Change Enablement

• Champion a continuous improvement culture, identifying and implementing opportunities to enhance efficiency and colleague experience.

• Use performance data, feedback, and analytics to drive service improvement initiatives.

• Support process simplification and automation efforts to optimise delivery capability.

• Work with the Lead Operations Manager and Process Owners to test and deploy new processes, systems, and technologies.

• Encourage a mindset of agility and innovation within the team.

4. Stakeholder Engagement & Collaboration

• Build strong relationships with key stakeholders including Process Owners, HR Centres of Excellence (COEs), HR Business Partners, and Service Management teams.

• Act as the primary operational contact for their service area, representing People Services in meetings, forums, and projects.

• Partner with other Operations Managers to ensure consistency and alignment across service lines.

• Gather and respond to customer feedback, ensuring the voice of the colleague informs service design and improvement.

• Act as an escalation point for complex queries or service challenges, ensuring swift and customer-focused resolution.

5. People Leadership & Development

• Lead and inspire a team of Operations Specialists, fostering high performance, accountability, and engagement.

• Set clear objectives and development goals, ensuring regular performance reviews and coaching conversations take place.

• Build team capability through training, mentoring, and knowledge sharing.

• Create an inclusive, collaborative, and customer-centric culture aligned with ASDA's values.

• Manage resource planning, recruitment, and succession planning to ensure operational resilience and sustainability.

Skills & Experience

• Strong background in HR operations, service delivery management, or shared services leadership within a complex, fast-paced business.

• Proven ability to lead and motivate multi-level teams, driving high standards of performance and engagement.

• Expertise in process management, continuous improvement, and service optimisation.

• Demonstrated success in managing service performance using data and metrics.

• Strong analytical and problem-solving skills with the ability to make data-led decisions.

• Excellent stakeholder management and communication skills, with the ability to influence at all levels.

• Proficient in HR technology platforms (e.g., Workday, SAP, ServiceNow) and reporting tools.

• Sound understanding of employment law, HR policies, and compliance frameworks.

• Experience managing change and embedding new processes or systems across large teams.

Role Context

• Reports to: Lead Operations Manager, People Services

• Direct Reports: Operations Specialists

• Key Interfaces: Process Owners, HR COEs, HRBPs, Service Management, HR Technology, and Offshore Teams

Measures of Success

• Achievement of SLAs, KPIs, and service quality targets across assigned process areas.

• Delivery of operational improvement initiatives with measurable efficiency gains.

• Positive colleague and manager feedback on service experience.

• High engagement and performance levels within the team.

• Compliance with audit, data governance, and policy standards.

• Successful implementation of process and system changes.

Summary

The Operations Manager is the operational heartbeat of ASDA People Services — responsible for translating strategic priorities into effective service delivery. Balancing performance, people leadership, and continuous improvement, this role ensures that every process and interaction contributes to a seamless colleague experience.

Through collaboration, data-driven decision-making, and a focus on operational excellence, the Operations Manager ensures that ASDA's People Services delivers with consistency, efficiency, and care — supporting the wider business to achieve its goals.

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

• Discretionary company bonus

• Company pension up to 7% matched

• Company Car allowance of £5,

• 15% colleague discount in store and online

• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas

• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated

• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves