HR Service Centre Team Leader

We are looking for an HR Service Centre Team Leader to join the team to take responsibility for leading and managing a team of HR Administrators within the HR Service Centre to deliver a high-quality, customer-focused HR service. The role will focus on ensuring efficient handling of HR queries and cases, processing payroll, managing pensions, driving continuous improvement, and ensuring compliance with policies and employment legislation.

Main responsibilities will include:

Team Leadership and Performance Management

• Lead, motivate, and develop a team of HR Administrators to ensure high levels of performance and engagement
• Set clear performance objectives and conduct regular one to one’s to monitor progress and address any issues
• Provide coaching and support to team members to develop their knowledge and capabilities.

Service Delivery and Operational Management

• Oversee the delivery of HR services, ensuring employee queries and issues are resolved accurately and in a timely manner
• Support the development of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and once in place, ensure these are met
• Manage an HR Case Management system, ensuring timely response times for cases and provide key metrics and insights
• Maintain effective processes to drive operational efficiency and service excellence
• Work with the Payroll Manager to ensure accurate and timely payroll processes in place
• Ensure timely and accurate payment of pension contributions, and offer support for any pension-related queries from employees

Process Improvement and Quality Assurance

• Monitor and evaluate the effectiveness of HR processes, making recommendations to enhance efficiency and customer satisfaction
• Develop a suite of employment lifecycle audits to ensure compliance and accuracy is maintained at all times
• Ensure consistent and accurate application of HR policies processes and procedures

Stakeholder Engagement

• Act as the main point of contact for stakeholders regarding HR Service Centre operations including handling more complex queries and escalations
• Build and maintain strong relationships with key internal stakeholders, including the wider HR team and business
• Support the wider HR team with key People Strategy Projects
• Actively seek stakeholder feedback and use it to drive service improvements

Data Management and Reporting

• Ensure accurate and confidential handling of employee data in compliance with data protection regulations
• Monitor and report on service centre performance, identifying trends, insights and areas for improvement

Compliance and Risk Management

• Ensure all HR processes comply with company policies, employment law, and data protection regulations
• Maintain accurate records and ensure data integrity within HR systems
• Support internal and external audits by providing relevant data and insights as and when required

Skills and experience required:

• Proven experience in a team leadership role within a fast-paced, customer-focused HR service centre environment
• Demonstrated success in improving service delivery and operational efficiency
• Strong knowledge of HR processes, policies, and employment law
• Experience in handling complex HR queries and providing resolutions in line with policies and employment legislation
• Knowledge of payroll processing and relevant statutory payroll legislation
• Knowledge of pensions administration and pension regulations
• Experience in implementing and optimising HR systems and processes
• Excellent communication and interpersonal skills with the ability to build relationships at all levels
• Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment
• Ability to motivate, coach and develop a high-performing team managing high volume activity
• Proficient in HR systems and Microsoft Office Suite
• Proactive with a solution-focused approach to problem-solving
• Strong attention to detail and commitment to accuracy
• Ability to remain calm under pressure and manage conflict effectively
• Strong commitment to delivering excellent service and resolving issues promptly.

Desirable:

• Knowledge of HR case management systems
• Previous experience of working with Workday
• CIPD qualification (Level 5 or above) or working towards this