HR Services Process Lead

**HR Services Process Lead**
- 230002AR)

This role is responsible for supporting the HR Services Managers to deliver the HR operational needs of the business through a BPO. You’ll be knowledgeable in both the BPO and Sainsbury’s HR Admin teams processes and will support in providing centre of excellence guidance when required. You’ll support in improving the quality of the service delivered by the BPO, using the data provided by the HR Assurance team, to offer suggestions and guidance for issue resolution.

**What you need to do**
- Act as a point of escalation for complex colleague queries or complaints about the BPO and Sainsbury’s HR Admin teams’ service. Ensuring issues are owned by the BPO escalations team, and resolved in an appropriate, and timely manner. Supporting the HR Service Managers, BPO and Sainsbury’s HR Admin teams to conduct root cause analysis - offering suggestions and guidance for improvements
- Support the HR Services Managers to improve colleague experience through Ask HR article usefulness, interpreting feedback from colleagues, and identifying missing content or enhancement opportunities
- You’ll own the day-to-day relationship with the BPO content team, ensuring article changes and updates, are processed in a timely and accurate manner
- Responsible for interpreting feedback from customers and stakeholders, using insights and available data to initiate continuous improvement within the BPO and suggest broader changes, with the guidance of the HR Service Managers
- Work with the HR Services Managers to proactively maintain customer closeness, gathering feedback and offering suggestions for improvements
- Working with the HR Service Managers, HR Services Planning Lead and BPO to ensure workload plans for the next 12 months are robust
- Deliver an annual review of process maps and DTP documentation, capturing insight from HR Assurance and BPO audits. Supporting the HR Services Managers to confirm accuracy and validity
- Support driving a culture of continuous improvement within the teams whilst always maintaining an awareness of industry best practise
- Understand and be complaint with the corporate data protection and confidentiality policies
- Represent the company by giving a favourable impression of the brand by always acting with integrity and honesty
- Support all other areas of HR Services as and when required to do so

**What you need to know and show**
- Subject matter expertise in all aspects of HR Services processes, specifically My HR, HR policies and procedures from conception to end result
- Good understanding and grasp of how to operate within an environment of multiple HR policies and procedures across variable business units
- Good understanding of HR technology, our systems and how they work together through manual input or integration
- Ability to identify trends, patterns, and stories in data, to extract appropriate interventions and resolutions to problems and to be able to present these clearly and credibly with stakeholders
- Effective relationships with key stakeholders, HR teams, and the ability to be credible with all levels of colleagues
- Support the BPO and Sainsbury’s HR Admin teams with advice relating to HR queries
- Good judgement - delivering advice using a combination of experience and knowledge
- Passionate about service and customers
- Good verbal and written communications - the ability to break down complex information and communicate simply to the team
- Action-orientated with high energy, pace, agility, and pragmatism; driven to support delivery of services that are efficient, professional, and credible
- Role model to others with passion for growth, having a growth mind-set
- Strong influencing and negotiation skills - ability to challenge in the right way, saying it in the room
- A problem solver who is able to use, analyse and interpret data, translating into action delivering stories and interpret data, translating into action delivering stories

**Primary Location**: GB-GB-Manchester

**Work Locations**: Manchester Store Support Centre and Home Sainsbury's Supermarkets Ltd 18th Floor Arndale HouseArndale House Manchester M4 3AL

**Job**: HR Services

**Schedule**: Full-time

**Advertised Salary** Within salary band