We are seeking a Head of HR Operations and Shared Services to join the team of one of Europe’s largest and most successful sports betting companies. Our client is at the forefront of the industry with a global presence and a diverse business portfolio encompassing both retail and digital operations.

Service Delivery Management:

• Lead and oversee the People Operations and Shared Services team.
• Formulate and implement service level agreements (SLAs) and performance metrics for prompt, high-quality service delivery.
• Continuously enhance People service delivery processes for improved efficiency and effectiveness. Ensure timely and effective handling of People Operations and Shared Service team tickets.

Process Optimisation:

• Identify opportunities to streamline and standardise People processes to achieve operational excellence across the organisation.
• Implement best practices and process improvements to enhance both employee and manager experiences.
• Utilise technology and automation to drive process efficiency, reducing manual tasks.

People Technology and Systems:

• Supervise selecting, implementing, and maintaining People technology systems, including HRIS, 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 optimise system functionality.

Service Centre Operations:

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

Employee Self-Service:

• Promote and facilitate self-service tools and portals, empowering 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:

• Utilise 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 Heads of People for Retail, Corporate, and Digital as well as People Business Partners with relevant reports and data as required.

Compliance and Governance:

• Ensure 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 organisational changes.
• Effectively communicate changes to employees, managers, and stakeholders, providing necessary training.

Vendor Management:

• Collaborate with external vendors and service providers to ensure seamless delivery of outsourced People services.
• 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.

• A bachelor’s degree in Human Resources, Business Administration, or a related field, a Master’s degree is a plus.
• Minimum of 5 years of experience in HR, with at least two years in a managerial or supervisory role.
• Professional certification in HR, such as CIPD, SHRM-CP or PHR, is preferred.
• Proven leadership experience in People Operations or Shared Services, covering various People functions and processes.
• Demonstrated experience in developing and implementing HR policies and procedures.
• Proficiency in People technology and data-driven decision-making.
• Knowledge of HR best practices and trends and familiarity with HR software and systems.
• Proven experience in employee benefits management.
• Strong understanding of labour laws and regulations.
• Excellent leadership and people management skills.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and meet deadlines.
• Experience in a busy People environment, with effective planning and organisational skills.
• Up-to-date working knowledge of designated employment legislation.
• Budget management and strategic thinking capabilities.