Human Resources Shared Services Centre

We are committed to communities where older people flourish, by providing opportunities for our residents to enjoy treasured relationships, exercise choice and feel valued.  When you join the St Monica Trust, you'll be part of an organisation built on 100 years of trust, thanks to the people who work for us.  Our benefits and perks for permanent and fixed term jobs include a generous pension scheme, Life Assurance, at least 23 days' annual leave plus bank holidays, access to retail and other discounts, subsidised gym, restaurant, free parking and much more

Shape the Future of HR Service Delivery in a Values-Led Organisation

St Monica Trust is creating a new HR Shared Services Centre, and we're looking for an experienced HR Shared Services Centre Manager to lead it. This is a rare opportunity to build something from the ground up—designing processes, establishing standards, and creating a service that enables the business to operate efficiently and effectively. If you're passionate about operational excellence and want to make a tangible impact on how we deliver HR services, this role is for you.

Why This Role Matters

As part of our HR restructure, this newly created position sits at the heart of our commitment to delivering streamlined, compliant, and business-focused HR services. You'll lead the delivery of efficient, accurate, and customer-focused support across the entire employee lifecycle—from recruitment through to offboarding. Your work will ensure managers and teams have the tools and information they need to perform at their best, driving organisational success.

What You'll Be Doing

• Managing the daily operations of the HR Shared Services Centre, including establishing and overseeing our HR ticketing system to ensure efficient service delivery and timely responses to employee and manager enquiries
• Driving performance against key performance indicators (KPIs) and service level agreements (SLAs), ensuring all advice, information, and data remains compliant with company policy and legislation
• Leading the delivery of a timely, efficient, and compliant recruitment and screening process, achieving agreed standards whilst creating an outstanding candidate experience
• Building and maintaining strong relationships with stakeholders across the organisation, ensuring a high-quality, responsive service experience for both managers and employees
• Optimising operational and system processes and procedures (using our HRIS Workday), recommending and implementing new technologies, tools, and automation to enhance service delivery and streamline operations

What You'll Get In Return

• The unique opportunity to shape a brand-new function from the ground up, establishing best practices and driving continuous improvement
• Joining  a values-led organisation where people are at the heart of everything we do.
• A competitive salary and benefits package, including generous holiday entitlement and pension contributions, free parking, gym and pool, savings on shopping
• Opportunities for professional development

What You'll Bring

• Experience of leading an HR Shared Services Centre, HR Operations, or HR Service Delivery function
• CIPD Level 5 (or equivalent demonstrable experience)
• Proven experience of effective leadership, driving team performance to successfully deliver a comprehensive set of agreed KPIs
• Excellent knowledge of HR processes, systems, and employment legislation
• Experience with HRIS platforms and reporting tools, ideally Workday
• Strong communication, problem-solving, and stakeholder management abilities
• Commitment to continuous improvement and service excellence

Desirable but not essential

• Experience working in an HR leadership role
• Degree in HR, Business Administration, or relevant field
• Knowledge of the Care Quality Commission and its relevance to HR and recruitment policies and practices
• Knowledge of employment visas and sponsorship compliance
• Knowledge of records retention/management

Ready to Take the Next Step?

Key Outcomes/Results:

• Management of the daily operations of the HR Shared Services Centre, including the HR ticketing system (once established), to ensure efficient service delivery and timely responses to employee (inc. prospective) enquiries regarding recruitment and onboarding, offboarding, employee data management, HR policies, practice, systems and administration.
• Responsible for the performance of the HR Shared Services Centre against key performance indicators (KPIs) and service level agreements (SLAs).  Ensures that advice, information and data is compliant with company policy and legislation.  
• Accountable for ensuring a timely, efficient, and compliant recruitment and screening process is delivered through the HR Shared Services Centre Assistants, achieving agreed KPIs and service standards.
• Developing and maintaining strong relationships with stakeholders, ensuring a high-quality customer service experience for both managers and employees.
• As part of the People Senior Leadership Team, driving forward the organisations Strategy and providing a meaningful contribution in leadership meetings, including providing reports with key insights. 
• Optimising operational processes and procedures to ensure compliance, improve efficiency and cost-effectiveness.  Recommending and implementing new technologies, tools, and automation to enhance service delivery and streamline operations.   
• Responsible for leading, developing, and managing a team of HR Shared Services Centre Assistants, including setting objectives, providing regular feedback, conducting performance reviews, and supporting professional growth to ensure high levels of engagement and productivity.  Foster a culture of continuous improvement.

Skills and Qualifications:

Essential:

• Experience of leading an HR Shared Services Centre.
• CIPD Level 5 (or equivalent demonstrable experience).
• Proven experience of effective leadership, driving team performance to successfully deliver a comprehensive set of agreed KPIs.
• Excellent knowledge of HR processes, systems, and employment legislation.
• Experience with HRIS platforms and reporting tools.
• Strong communication, problem-solving, and stakeholder management abilities.
• Commitment to continuous improvement and service excellence.

Desirable:

• Experience working in a HR leadership role.
• Experience using WorkDay (as functional/technical user).
• Degree in HR, Business Administration or relevant field. 
• Knowledge of the Care Quality Commission and it's relevance to HR and recruitment policies and practices.
• Knowledge of employment visas and sponsorship compliance.
• Knowledge of records retention/management.

Communication Skills

• Interprets and explains information to others.
• Provides and receives some complex, sensitive or contentious information. 
• Persuasive, motivational, empathetic, reassuring skills.
• Confident negotiator.
• Shares knowledge and trains others on the job.
• Communicates openly and often with immediate and related teams.
• Objective review of complex matters.

Thinking Style

• Analyses complex facts or situations.
• Plans and organises a range of complex and interlinked activities and tasks (project planning).
• Uses sophisticated technical and problem-solving skills to enhance service area/discipline.
• Regular report writing, data analysis and recommending actions.
• Develops and maintains policies and procedures in own discipline.
• Aware of longer term impact of decisions.

Working with Others

• Seeks, responds to and acts upon client feedback regularly.
• Builds relationships internally and externally.
• Strong personal network inside and outside org.
• Establishes a collaborative culture for team and those who use their services.
• Collaborative approach.

Leadership

• Strong focus on buy-in and engagement.
• Delivers coaching and guidance.
• Data management, processing information and analysis skills.
• People management skills.
• Budget mgmt. and financial planning.

Additional information

• Duties must be carried out in compliance with St Monica Trust's Equity, Diversity and Inclusion Policy.
• Duties must be carried out in compliance with current UK GDPR and with St Monica Trust's Confidentiality and Data Protection Policy.
• This role profile contains the principal accountabilities relating to this post and does not describe in detail all the duties required to carry them out.

Salary Ranges:

Time Type:

If you have any queries please email our Recruitment Team -