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HR Operations Customer Service Manager

  • Location: Northampton
  • Salary: £39000.00 - £47000.00 per annum per year
  • Job Type:Permanent

Posted 27 days ago

  • Sector: Financial Services
  • Contact: Simon Jahnz
  • Expiry Date: 22 January 2021
  • Job Ref: JN -122020-455207

HR Operations Customer Service Manager - Northampton - Full time position

A well known British Bank, with offices in Northampton is looking to recruit an HR Operations Customer Service Manager ASAP.

Role Purpose:

  • Operational management and accountability for Service Catalogue Management.
  • Leadership of Service Catalogue Services Teams ensuring cost effective, efficient and customer focused delivery of services.
  • Accountable for service, relationship and contractual compliance with the HR Services EU.
  • To ensure processes relating to the Service Catalogue, and meet appropriate governance, legal risk, control and compliance.
  • To influence design and support delivery/implementation of future projects.
  • Accountable for project sign-off pre go-live.
  • Provide strategic direction and leadership as part of the HR Operations leadership team.
  • Provide a reference point for stakeholders for issues relating to HR services management processes and customer experience improvements.
  • Influence operational strategies to better meet customer needs and delivery against business requirements.
  • To develop, implement and continually progress a customer focused HR services strategy and operating model to deliver optimum support and drive commercial and quality improvements across all Barclays clusters and geographies.
  • Provide a reference point for stakeholders for issues relating to HR services management processes and customer experience improvements.
  • Influence operational strategies to better meet customer needs and delivery against business requirements.

Key Accountabilities

Service Management (25%), People Management (20%), HR Operations (20%), Assigned region Payroll processing (15%), Operational Change Management (15%), Controls & Compliance (5%)

Essential Skills/Basic Qualifications:

  • Extensive knowledge of the strategic direction of HR Operations and how the BAU operations service fits with the wider HR Services Europe and HR across the business.
  • Proven skills in Stakeholder negotiations.
  • Competent in the management of operations service delivery.
  • First rate experience in leading and managing successful teams.
  • Extensive experience in the management, development and motivation of people.
  • Extensive knowledge of the end to end HR life cycle and the processes to support this service delivery.
  • Expertise in the end to end management of high risk incidents.
  • Excellent facilitation, negotiating and influencing skills.
  • Effective and excellent presentations skills (including to large audiences and senior audiences) to ensure negotiation buy in on proposed initiatives.
  • Comprehensive understanding of business strategy and an awareness of associated policies and Group HR strategies.

Desirable skills/Preferred Qualifications:

  • In depth Knowledge of other HR processes/areas and their links to Employee Services including SAP/Siebel connector, Organisation & Position Management (OM/PM), MI, Employee Relations, HR Policy, HR Legal and Redundancy.
  • Experience in using HR applications and systems.

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