Employee Relations Case Manager Lead

ENGINEERINGUK; Salford; On-site; GBP 80,000 - 100,000

Job description

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Summary
Step into a dynamic leadership role at M&S, where you'll empower a team of Case Managers to deliver a best-in-class case management service for our line managers.

You'll balance the needs of both our business and colleagues, ensuring we meet our legal obligations while driving excellence across our Line Manager Advisory Service (LMAS) operations.

In this role, you'll own the delivery of our service, ensuring SLAs are met and critical KPIs achieved while continuously seeking opportunities to simplify and improve our processes.

Covering line managers and the Business Involvement Group (BIG) across M&S, from stores to support centres, you'll champion continuous improvement, operational efficiency, and strategic decision-making every day.

To stay close to customers, our support teams are in the office four days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.

What you'll do
Your key accountabilities will include:

• Lead and line manage the Case Managers, creating a high performance culture within the team.
• Drive line management capability across the business through coaching the Case Managers to offer advice & support that balances business and colleague needs and delivers our legal obligations.
• Manage the day to day LMAS operation ensuring the resource plan is delivered and drive operational insight ensuring key trends and findings are shared across the team and the wider People function.
• Lead the transformation agenda in LMAS and drive continuous improvement and automation across LMAS ensuring that all opportunities to simplify policies, systems and ways of working are identified and work with key business partners (ER, People Hub, business) to deliver these.
• Act as SME/ lead for key projects impacting LMAS (e.g. Case Management tool) ensuring requirements are clearly defined, impact assessments completed and changes implemented right first time.
• Act as part of the People Hub Operational leadership team supporting the day to day operational delivery across the People Hub. Lead the communication of operational priorities across the LMAS team.

Who you are
Your skills and experience will include:

• Strong leadership skills and experience of line management of a large professional team.
• Employment policy and case management expertise and/or strong generalist HR experience.
• Strong customer focus - ability to connect with customers and understand their requirements, good listening skills and an ability to listen & respond to feedback.
• Exceptional coaching skills.
• Influencing - able to make a persuasive case, see things from different perspectives and articulate needs clearly.
• Good communication skills (verbal & written). Ability to inspire and hold the room.

Everyone's welcome
We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.