HR Global Service Delivery Lead

We are looking for a Global Service Delivery Lead - Benefits, Performance and Recognition / Reward Operations Manager, to join a British multinational universal bank. This role will offer hybrid working from their **NORTHAMPTON**office. Due to continued success, they are now looking for a Global Service Delivery Lead to join their team. You will report to the Payroll and Reward Global Service Lead. The purpose of the role is : _Provision of global performance, recognition and benefits services provided by HR Operations to all colleagues at the Bank. _This role is paying Circa £70-80k

You will do/be:
HR Operations deliver the core processes that underpin our HR operating model, and provide consistent, quality advice and support to all colleagues globally on general HR queries, including:

- Payroll
- Reward and Performance Operations
- Learning Operations
- Resourcing Operations
- HR Operations Helpdesk; colleagues and line managers primary point of contact into HR
- Employee Data Management
- Organisation/Position Management
- HR Operations provide their support through a Global HR Service Centres, consisting of approximately 350 colleagues based across the UK, US, India and APAC.

Key Accountabilities
- Direct line management of 8 FTE across the UK (Poole and Northampton), and matrix management of c.25 FTE globally (across India / Chennai, Mumbai and Noida)
- Operating best-in-class processes, controls, people, culture and conduct
- Cost, control and performance of Benefits, Performance and Recognition Operations globally
- Contributing to all relevant leadership and governance forums, including; cost, control, performance, projects, technology and colleague
- Driving the HR Operations global talent management agenda
- Contributing to the strategic direction of HR Operations, and owning key strategic projects
- Partnering with the Global Service Managers and Transaction Cycle leads
- Developing and leading the Global Service Strategy for Performance and Benefits Operations
- Ongoing review and maintenance of the Service Catalogue with relevant stakeholders to ensure we are meeting customer requirements
- Ensuring services are delivered to agreed performance levels
- Ensuring all service (and related process) procedures are fully in-place and continually evaluated for greater efficiency and better colleague experience
- Utilising and evolving the architecture and vendor strategy in conjunction with HR Tech & Change

Identifying and implementing enhancements to the HR Operations Global Service and associated Service Model, including, but not limited to:

- Working in partnership with Service Improvement to formulate a strategy for the global service; covering all relevant Technology, Process and People aspects
- Any potential transition of service from other Transaction Cycles / areas as appropriate or implementing changes to the front-to-back value-chain that impact HR Operations
- Provision of insightful analysis and reporting to the Service Owner and Recipients
- Driving a Continuous Improvement mind-set
- Driving operational excellence throughout HR Operations control environment
- Ensuring that all control issues (BIA, ORI, RAID, RCSA) are fully logged, understood and escalated/syndicated with CCO and control partners, as well as the broader management team.
- Ensuring operational resilience is continually maintained
- Accountability for data management and governance within the respective service line
- End-to-end ownership of the Workplace Adjustments Concierge service, helping to ensure the Bank is a Disability Confident leading organisation. Includes oversight of equipment orders, delivery, colleague satisfaction, liaison with CRES & IT, and all relatedcommunications and reporting

Stakeholder Management and Leadership
- Ability to steer the strategic direction to meet requirements of business and stakeholders while ensuring alignment with the global service delivery model, taking into consideration control, cost and efficiency principles
- Ability to work with geographically dispersed virtual teams and stakeholders.
- Demonstrate ability to manage communications and lead remote teams across multiple regions and significant time-zone gaps.
- Interaction with 3rd parties delivering services for HR Operations and Transaction Cycles

Decision-making and Problem Solving
- Builds trust through credible use of facts and data and possesses ability to creatively resolve problems and issues at pace
- Analyse problems prior to decision making - commit to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organisational values.

**Essential Skills/Basic Qualifications**:

- Bachelor's Degree or Equivalent
- Relevant experience in HR with good exposure to HR service delivery, service or account management
- Relevant experience working for or driving service delivery through 3rd parties
- Domain expertise in Benefits, Performance and Recognition
- Extensive experience of managing global teams and wide range of stakeholders
- Customer Service experience - ability to deal with a varied customer base, including business customers & senior stakeholders, and explain complex queries clearly.

**Desirable skills/Preferred Qualifications**:

- Exposure to working in a Service Delivery role run out of a Shared Service Centre
- Exposure to working in a Shared Services/Operational environment

**Benefits**
- Flexible working
- Circa £70-80,000 depending on experience