About the Role

This position reports to: Director of People

This position line manages: Team of HR Shared Services Assistants and HR People Systems Partner

Job Purpose:

The HR Shared Services Manager leads and manages the delivery of efficient, compliant, and customer-focused HR services across the employee life-cycle. This includes overseeing daily operations, ensuring performance against service standards, driving process and technology improvements, and fostering strong stakeholder relationships.

Key Outcomes

Management of the daily operations of the HR Shared Service center, including the HR ticketing system, to ensure efficient service delivery and timely responses to employee (inc. prospective) enquiries regarding onboarding, offboarding, employee data management, HR systems and administration.

• Developing and maintaining strong relationships with stakeholders, ensuring a high-quality customer service experience for both managers and employees.

• Responsible for the performance of the HR Shared Service center against key performance indicators (KPIs) and service level agreements (SLAs). Ensures that advice, information and data is compliant with company policy and legislation

.• Optimising operational processes and procedures to ensure compliance and 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, 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:

• Proven experience working in an HR Shared Services environment

• Strong leadership and people management skills

• 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:

• Proven experience managing HR operations or shared services in an

organisation

• Experience working in an HR leadership role

• CIPD Level 5 (or equivalent demonstrable experience)

• Degree in HR, Business Administration or relevant field