People Support Operations Manager - #1798073

Better places, thriving communities.

Job Overview

Lead a team of People Support Specialists to ensure that HR services provided both by Mitie and the outsourced team are fit for purpose and delivered to meet business requirements. Partner with the business to drive projects and service enhancements whilst championing engagement with the HR Service. Hold the outsourced provider to account for delivery against defined SLAs.

Build a strong strategic partnership with the outsourced provider ensuring that they are kept abreast of all changes within the organisation to allow for successful service delivery.

This role may include occasional travel to India.

Main Duties

• Champion the People Support (HR) operating model and act as an advocate
• Act as a partner to the business to shape services to be fit for purpose
• Accountable for the delivery of the activities assigned to the retained organisation
• Line Management and ongoing development / upskilling of the retained team SME's
• Periodically review policies, processes and procedures to ensure that these work for the business and remain compliant with legislation
• Act as a Project Lead and partner with the business on projects and service enhancement
• Lead any People Support / Payroll projects, using the outsourced provider to support delivery
• Engage and educate the outsourced team to embed them as a strategic partner
• Review non-compliance and action plan with the business and outsourced provider to address
• Identify needs for Line Manager education / business interventions to tackle non-compliance and process issues
• Identify and act on opportunities to enhance the function and the service provided to customers
• Input to service reviews with the outsourced provider, holding them to account for improvement plans as necessary
• Review / track any RCA's and associated actions
• Drive high levels of service from the outsourced partner – identify requirements for training for new services / process changes
• Provide support with issue management and act as a point of escalation for the business
• Review standard reporting and monitor performance levels / volumetrics
• Act as point of escalation for day-to-day quality issues or concerns.  Escalate further as appropriate
• Highlight any legislative changes impacting service and work with the outsourced provider to train and embed change
• Business contingency planning with the outsourced provider for any issues facing the service
  
  

What we are looking for

• Full understanding of UK Employment Legislation
• Strong knowledge of multiple HR disciplines and experience of leading multiple teams within a Shared Services environment (preferred)
• Previous experience of partnering with business stakeholders to deliver enhancements to the service (preferred)
• Previous experience of developing and coaching individuals to enhance their performance
• Hold or be working towards CIPD Advanced Level Diploma (Level 7) or an equivalent qualification (preferred)
• Strong Stakeholder management skills (experience of managing legal advice relationships preferred)
• Experience of organising the activity of others or Line Management (preferred)
• Strong ability in process review and re-engineering using LEAN methodology (preferred)
• A self-starter with a drive to identify and implement process improvements
• Ability to think outside of the box and challenge the status quo
• Excellent customer service focus whilst being able to challenge the business and provide feedback when things have gone wrong
• Very well organised, with ability to work to tight deadlines and varying and sometimes conflicting priorities
• Experience of working with or managing outsourced service provisions (preferred)
• Ability to work well in a team and to work on own initiative
• Strong understanding and respect for confidentiality
• Excellent attention to detail and accuracy
• Advanced capability in use of all Microsoft Office Applications
  
  

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Gemma Parry at [email protected].

Since 1987, Mitie’s 72,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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