Our client is looking for an experienced Head of HR Operations to join their team on an interim basis.
Context of role
You will be empowered to lead and manage the delivery of our HR Operational Excellence Hub (OEH) offering HR Administration, HR Advisory and Learning Deployment services across a number of HR disciplines to the client. You will have a dual pen reporting line into the Head of Operational Excellence and the UK Head of People. Working closely with the Head of HR Transformation, HR Leads, the wider HR and Learning teams, functional leads and your KBS and OEH Management Team, you will develop and drive service excellence ensuring the service is fit for purpose, client focused and supportive in progressing the overall UK People agenda. Managing the operating model and ensuring an efficient service without detriment to the experience of the service delivered to our colleagues.
You will manage 3rd party providers, ensuring the service provision supports our overall vision of creating an excellent experience for our colleagues, whilst operating within a controlled and governed framework. Developing and managing the service delivery to agreed SLAs and within scope of budget of the HR OEH budget. Your focus on continuous improvement of service delivery will be gained through building and maintaining effective relationships with key internal and external customers.
You will drive a customer centric and continuous improvement culture across the operation, helping to develop our overall managed service strategy within KBS Business Services.
Role and Responsibilities
Work with key HR and KBS OEH stakeholders and potential vendors in helping to shape transactional HR strategic solutions across the business
Responsible for change management and transition of key services into the OEH, identifying service efficiencies and opportunities to implement best in class service provision
Oversee and ensure timely, effective and a high level of service is continually provided from the shared service operation and our 3rd party providers. Driving capability across the operation with a robust and sustainable development programme in place for all colleagues and management roles.
Respond to customer feedback, dealing with escalations and ensuring that root causes are established to prevent recurrence.
Responsible for the management and delivery of high-profile HR and operational projects that span across multiple business units and markets via the OEH. Manage the implementation and change into business as usual service delivery.
Build and develop close working relationships with key stakeholders and senior leadership teams to support a quality service culture. Pro-active management of all stakeholders, especially the expectations of leaders and management within the organisation (including senior management and partners).
Provide strong leadership to the OEH team, ensuring that effective relationships are built and maintained across the team and the appropriate levels within the business.
Demonstrate influential and adaptable style of leadership, and maintain integrity when dealing with complex and significantly difficult situations arising from risk, issue and change management.
Maintain and manage vendor budgets against commercial terms and the service centre budget against the plan.
Manage and review the performance of the 3rd parties based on agreed contractual SLAs and performance measures. Utilising the SRM Governance model to ensure continuous improvement, innovation and best in class benchmarking consistently delivers improvements to the quality and value of service delivery. Drive cultural awareness within the Vendor's organisation, to better align values, core behaviours and service deliverables.
A strong transformation leader to help deliver the transformation across HR,
Essential skills and experience required
Experience in the operational management of a large HR Shared Services environment (15000+ colleague base) within the UK across all disciplines.
Proven credibility to lead a key function and provide leadership and direction during a period of change.
Experience of partnering with the business at a senior level as well as knowledge and experience of operational delivery.
Experience with managing large budgets
Excellent written, oral communication and presentation skills, with the ability to communicate complex ideas in a focussed, simple and commercially relevant manner.
Experience of a complex, fast-moving environment.
Change and project management skills and results orientated.
Strong influencing skills (able to build business partner relationship) with the ability to challenge at all levels. Ability to influence at a senior level and manage complex stakeholder relationships.
Leadership skills and personal drive to deliver results.
Experience of managing 3rd Party vendors, including relevant governance frameworks.
Able to drive operational efficiencies - Lean and Six Sigma being methods of familiarity and or experience within.
Experience of working cross functionally, especially across HR Centre of Excellences and matrix organisations - with strong working relationships across HR Centres of Excellence, HR Business Partners and wider business units.
Familiar with Success Factors/Sap HR products - management of HR Systems support teams (in-house and outsourced models).
Experience of programme management and delivering large change projects.
Commercial awareness and strong operational delivery.
Experience in managing both in-house and outsourced HR Shared Services (offshore and nearshore operations).
Experience in outsourcing HR Shared Services from contract to go-live of service delivery.
Experience in the automation of HR processes.
Experience in the implementation, coordination and development of HR systems (SAP, Success Factors).