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People & Culture Operations Team Lead

Bewerbungsschluss: 06.12.2021

Standort: Großbritannien

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by over 27,500 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo.

Our agility and entrepreneurial spirit, alongside award winning development programmes, enable innovation and success while creating exciting and rewarding career choices. As we move forward, our customers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance. Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

The Role

The HR Operations Team Lead will be responsible for the team administering HR transactions and will work closely with People & Culture Business Partners, servicing key business stakeholders across the UK&I Cluster and all other Bristol based Group Functions, totalling c1,000 people.

Through the Operations team, the Team Lead will ensure a high quality and consistent service is delivered to Business Partners, People Leaders, Employees, Payroll and third parties in an efficient, timely and customer focused way. The Operations Team Lead will identify appropriate KPIs and SLAs and monitor adherence and process efficiencies in order to deliver consistently for all of the stakeholders. The Team Lead will act as second line of escalation to investigate and provide accurate and timely solutions to queries that cannot be answered by Advisors or SMEs.

The People & Culture Operations team will primarily use Imperial Brands’ HRIS (HR Information System) to enter and obtain information, as well as a CRM (Customer Relationship Management) tool, HR Portal and knowledge. Part of the Team Lead role will involve reporting and analysing information from our systems.

Principal Accountabilities/Responsibilities

People Management

• To recruit, on-board, train, develop, performance manage and ensure the welfare of the team of Advisors.

• Developing technical capability within the team to grow local SME support.

• Reporting on your team’s service levels, as required and initiating remedial knowledge transfer or training as required to meet the required standards.

Customer Relationship

• Supporting significantly different customer groups with differing needs, therefore you will need to build and maintain excellent working relationships with a varied group of HR and business stakeholders.

• To ensure timely, accurate and responsive answers to questions from stakeholders raised through ‘cases’ which are generated through the Customer Relationship Management (CRM) ticketing system or by phone or email

• Ensuring integrity and adherence to the global and local processes, co-ordinating end-user training as required. Maintaining How to Guides, policies, templates and matrices to keep documentation aligned with global and local practises.

• Integrating regional service metrics from the CRM tool to identify areas for improvement based on the types of issues stakeholders are experiencing, which may be technical or people led.

• Project managing and allocating resources to operational projects, e.g. re-organisations, liaising with the Business Partners, Global Operations team and the appropriate technical support as required.

• Monitoring approvals and next step activity to optimise data accuracy and to ensure customers complete their actions in a timely and accurate way for due diligence and audit trail purposes.

• Driving continuous improvement by highlighting efficiencies to improve the effectiveness in the service, through the change control process and project manage, communicate, train and embed their implementation within the region.

• Ensuring end to end quality delivery, working with stakeholders to deliver a positive experience and ensuring that critical deliverables such as reporting and payroll deadlines are met.

• Providing general guidance on compliance with local legal and statutory regulation, audit and data protection assurance.

Service Management

• Delivering a change programme to drive continuous improvements to the effectiveness and efficiency of the service, through standardisation, elimination and applying Lean 6 sigma or Design Thinking principles to processing. Working collaboratively and at times under the guidance of the Global Operations team.

• Assessing the impact of changes in legal or statutory regulation and ensuring the changes are implemented and documented in the procedural work instructions, policies and processes.

• Taking a coordinator role in change management, ensuring the systems, processes and documentation are up to date.

• Taking a leading role in the coordination, delivery and quality assurance of People & Culture annual events calendar including salary reviews and restructures by working in partnership with COEs, Global Operations Team and Business Partners.

• Driving assurance that all cases (regardless of communication channel) are logged, categorised and updated accurately through the CRM tool within the team.

• Enabling transactions to be administered in accordance with the agreed service levels and ensuring that the team strive for improvements and stretching goals year on year.

• Acting as 2nd level of escalation for the Advisors and SMEs, to support problem analysis and resolution.

• Supporting UAT testing for upgrades and system changes as required.

• To report data breaches as per the agreed protocol according to the EU GDPR (if applicable).

Person Specification

Experience Essential: 

• Experience of leading a small HR Operations Team

• Working knowledge of UK employment legislation / payroll regulations.

• Proven experience of using a HR information system or other complex management information system.

• Experience of using case handling technology and using CRM analytics.

• Proven experience of using and manipulating reports.

Experience Desirable:

• Previously worked as part of an international team.

Skills/Abilities Essential: 

Excellent analytical and problem solving skills.

• Excellent IT literacy skills, word (including mail merging) and Excel.

• Excellent communication skills and attention to detail.

• Strong stakeholder management

• Excellent prioritization skills

Skills/Abilities Desirable:

• Experience of working with Workday and SNOW

Qualifications/Training Desirable:

• CIPD qualification or equivalent.

• Knowledge of Lean 6 Sigma or Design Thinking Principles

Other Attributes:

• Be able to build and maintain excellent working relationships with a wide range of stakeholders

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