The role of a Head of HR Operations and Shared Services is a strategic leadership position within the People Department reporting to the People Director. The role combines two critical areas: People Operations Shared Services. The primary purpose of this role is to create and execute strategies that enhance the employee experience, streamline People processes, administer People data and analytics, people process continuous improvement and automation and drive organisational effectiveness.

Service Delivery Management:

• Lead and manage the People Operations and Shared Services team.
• Develop and implement service level agreements (SLAs) and performance metrics to ensure timely and high-quality service delivery.
• Monitor and continuously improve People service delivery processes to enhance efficiency and effectiveness.
• Ensure the People Operations and Shared Service team tickets are handled effectively and in a timely manner.

Process Optimisation

• Identify opportunities for streamlining and standardising People processes across the organisation to achieve operational excellence.
• Implement best practices and process improvements to enhance the employee and manager experience.
• Leverage technology and automation to drive process efficiency and reduce manual tasks.

People Technology And Systems

• Oversee the selection, implementation, and maintenance of People technology systems, such as HRIS (Human Resources Information System), self-service portals, and case management tools.
• Ensure data accuracy and integrity within People systems and databases.
• Collaborate with IT and vendors to troubleshoot technical issues and optimize system functionality.

Service Centre Operations

• Manage the People service centre, which serves as a central point of contact for employee inquiries, People-related requests, and issue resolution.
• Ensure timely and accurate responses to employee queries and provide guidance to service centre staff on complex issues.
• Monitor service centre performance and make data-driven decisions to enhance customer satisfaction.

Employee Self-Service

• Promote and facilitate the use of self-service tools and portals to empower employees and managers to access People information and perform transactions independently.
• Develop and maintain self-service resources, including FAQs, guides, and tutorials.

Data Analytics And Reporting

• Utilize People data and analytics to generate insights, identify trends, and make informed decisions to improve People services and processes.
• Prepare regular reports and dashboards to communicate key People metrics and performance indicators to leadership.
• Support the Heads of People for Retail and Corporate and Digital as well as the People Business Partners with relevant reports and data as is required.

Compliance And Governance

• Ensure that People shared services activities comply with relevant employment laws, regulations, and company policies.
• Implement controls and safeguards to protect sensitive employee information and maintain data privacy.

Change Management

• Lead change initiatives related to People process improvements, technology implementations, and organizational changes.
• Communicate changes effectively to employees, managers, and stakeholders and provide training as needed.

Vendor Management

• Collaborate with external vendors and service providers to ensure seamless delivery of outsourced People services, if applicable.
• Negotiate contracts, monitor vendor performance, and address any issues or concerns.

Budget Management

• Develop and manage the budget for People shared services, including staffing, technology, training, and other resources.

• Proven track record and experience of working as a Head of People in Shared Services or People Operations teams, encompassing various People functions and processes.
• Proven leadership and team management skills.
• Strong process optimisation and efficiency mindset.
• Experience in managing projects across multi-skilled/multi disciplined teams.
• Proficiency in People technology and data-driven decision-making.
• Change management and project management expertise.
• Customer-centric approach and problem-solving skills.
• Knowledge of compliance, risk management, and data privacy.
• Budget management and strategic thinking capabilities.
• An up to date and general working knowledge of designated employment legislation
• A proven ability to develop and maintain effective working relationships with internal and external managers and contacts
• Verbal communication skills to communicate with all levels of the organisation. Confident at delivering feedback.
• Written communication skills to produce succinct correspondence and reports.
• Results and service focused
• Ability to work under pressure and tough deadlines
• A high level of confidentiality
• Flexibility and willingness to learn
• The ability to work accurately, with attention to detail
• Experience working within a busy People environment
• Ability to plan, organise and effectively multitask

BoyleSports are an equal opportunities employer, and we welcome applications from all suitably qualified persons.