HR Services Manager

£38000 - £50000 per annum
02 Mar 2017
30 Mar 2017
Clearance Level
Job Type

Lead and develop the HR Services function within AWE. Manage the team to deliver high quality, accurate and professional administrative/transactional HR services and first point of contact support for the business, against a set of agreed service levels. Drive a customer service culture, continuous performance improvement and process optimisation, against a backdrop of HR and business transformation

Key Accountabilities

  • Manage and ensure the consistent delivery of high quality, timely and accurate administrative/transactional services, covering the full employee lifecycle including recruitment, onboarding, employee data management, core HR and related services
  • Develop and manage to a set of Service Level Agreements (SLAs) that meet business requirements
  • Manage and ensure the consistent delivery of high quality HR advice and coaching to customers, enabling the team to effectively deliver first point of contact services (via telephone, email and walk-ins) and resolution of queries. Drive a culture of customer and service excellence
  • Manage the delivery of HR services within agreed cost parameters and seek efficiencies wherever possible
  • Accountable for leading, coaching & developing a team at a local level to deliver team & personal objectives safely & securely to meet our operational plans
  • Maintain and promote high personal standards in environment, safety, health, security and quality and be a great team player

Key Responsibilities

  • Develop and maintain appropriate Key Performance Indicators (KPIs) and regularly review performance to identify issues and drive improvements. Identify, analyse and report on trends in order to develop appropriate HR and business strategies
  • Establish regular feedback mechanisms to ensure the Voice of the Customer is built in to service improvement. Manage customer complaints and build proactive engagement with the business to deliver high levels of customer satisfaction
  • Ensure processes are compliant (with regard to legal, regulatory and internal requirements) and delivered against measures of quality. Identify and drive process improvements, anticipating changing business requirements. Work with policy owners to operationalise policy and ensure processes, documentation and local work instructions are fit for purpose
  • Ensure HR related documentation (hard copy and electronic) is appropriately handled, managed and retained in compliance with data privacy regulations, including delivery of the archiving process. Work with AWE security and other relevant teams to ensure data security, processes and escalated issues are effectively managed
  • Identify potential risks, issues and opportunities associated with HR service delivery. Work proactively with others in the organisation to mitigate risk and realise opportunities
  • Deal with escalated issues from within HR Operations, Centres of Expertise and other HR colleagues and ensure their timely resolution
  • Monitor trends and ensure service issues are identified and resolved, working proactively with others in HR and the wider organisation
  • Maintain strong stakeholder relationships, in particular working with HR Consultants, HR Centres of Expertise, Payroll and IT to ensure seamless delivery of services to the business, effective end to end process management and to adapt the service to changing business requirements
  • Partner with colleagues in HR Operations, to identify opportunities for improvement, plan for and manage business change. Contribute to and lead projects within HR Operations and the wider HR function
  • Maintain a thorough understanding of employment regulations, industry trends, current practices, new developments and applicable laws, bringing HR shared services best practice into the organisation
  • Responsible for undertaking other duties as reasonably required from time to time by line and task management


  • Customer relationship management and problem solving skills
  • Strong analytical skills, fluent in the development and use of metrics
  • Working knowledge of MS Excel, Word and PowerPoint. Robust understanding of HR systems and processes
  • Knowledge of Oracle, Workday or equivalent HR SaaS technologies (Preferred)


  • Proven success in developing and managing a high performing team
  • Project management experience
  • Team leadership within an HR Shared Services environment (Preferred)
  • HR project management experience (Preferred)
  • Experience of HR process development and improvement (Preferred)
  • Experience of working to SLAs and KPIs (Preferred)

Regulatory Requirements

  • Up to date knowledge of HR legislation, relevant regulations and policy, with evidence of continuing professional development
  • Good standard of general education, with proven literacy and numeracy
  • CIPD qualified (Preferred)
  • Lean six sigma or equivalent (Preferred)

Further Requirements

  • Willing and able to obtain and maintain the security clearance required for the role