About Us

We're a truly international company, fourth largest in our industry and operating across 119 markets. An inclusive, innovative global FMCG business supported by 26,000 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 where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.

As we move forward, our consumers 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.

Please note: This role is based in Bristol, where we work on a hybrid working model of 2/3 days per week in the office. 

The Role

The Regional Hub Lead will be responsible for the overall delivery of all regional level P&C operations activities, managing the overall performance of P&C service delivery for the region as per the service level agreements determined in the P&C Service Delivery Framework.  The role will ensure oversight, governance and quality of services delivered from the P&C Regional Hub (and Spokes), understanding, and recognising local legislation, population size and/or language dependencies and requirements to serve the regional footprint.

The role will report to the Head of P&C Operations.

The Global P&C Operations operating model is currently being established as part of the P&C Operating Model Transformation Programme. The Regional Hub Lead will play a lead role in setting up the new P&C Operations organization (Regional Hub & Spoke model) in line with the overall operating model, including the roll out of new global and localized processes and implementation of new HR technology (including Workday, ServiceNow) in line with the agreed deployment plan.

Please note: This role is based in Bristol, where we work on a hybrid working model of 2/3 days per week in the office. 

Principle Accountabilities

Supports the successful setup of the Global P&C Operations organization at a regional level and on-going success of the P&C Operations Service Delivery

• Partner with the wider P&C team to ensure the smooth operational running of BAU P&C processes and service offering driving consistency and effective best-practice across the Regional Hub & Spoke model and interlock with Global P&C Operations
• Lead, develop and support Operations team members that report into them (Spoke Leads and Level 1 and Level 2 P&C Operations Advisors across multiple geographic locations in the region) to deliver effective and standardized global P&C processes and advice to the business
• Maintenance of the regional P&C service delivery model, [internal] customer contact channels and service delivery catalogue, processes, and policies in line with agreed SLA, controls, and local legislation
• Drives a data-driven culture of customer service and continuous improvement, proactively identifying solutions to improve service to the business across people, process, and technology, and comply with GDPR policies
• Works in partnership with the Global Process and Effectiveness Lead to develop detailed process improvement plans and own implementation of changes across the region
• Reviews and tracks key local P&C metrics and service delivery on a regular basis, using data to identify key issues, predict future challenges, and work with the wider P&C local team and Global P&C Operations team to improve metrics
• Has solid knowledge of regional / local practice and employment legislations to improve delivery of services across the Hub and Spokes and ensure processes remain compliant with global standards and local regulatory/statutory requirements
• Monitors effectiveness of P&C tools and technology platforms and ensures that they are fully and efficiently utilised across the business. Seek to understand any barriers to adoption and wok with the wider P&C team to overcome these. Ensure any changes are agreed locally (and globally where relevant) and in line with Imperial Brands change processes
• Keeps current with industry trends and leverage external vendors appropriately to ensure all P&C Operations are keeping pace with the market and external benchmarks
• Responsible for the management and mitigation of people related risks and quality controls to ensure the team and organisation are compliant with employment law and legislation e.g., required audits, GPDR

Critical Decisions:

• Executing on the Global P&C Operations Strategy
• Resourcing and capacity decisions to meet service levels
• Decision maker for matters escalated to the Regional Operations Hub (through the Hub & Spoke model and service delivery framework)
• Owner of quality and audit decisions/actions
• Advocating the service delivery model and ensuring the technical requirements are met to ensure success in delivery and continuous improvements based on feedback

Essential Skills and Experience Required

• Fluent written and verbal communication skills in English and 1 other European language 
• A background operating in senior HR positions, either in a ‘Head of’ or equivalent level, with experience in managing and leading HR operational delivery at a global or regional level
• Significant experience of global or regional level (muti country, multi languages) HR shared services / operations leadership
• Experience in service delivery model design, HR process efficiency assessment and understanding of Workday (or other HCMs)
• Good knowledge of labour legislation
• Strong ability to design and implement P&C operational services metrics and KPIs to monitor and demonstrate effective [internal] customer service
• Ability to deliver both BAU and implement process improvement strategies at the same time
• An ability to influence stakeholders at all levels, while managing senior internal relationships
• Experience with leading a global or regional team with multiple locations and matrix ways of working, while providing clear direction and measurable targets to track progress, and proactively identify issues
• Ability to employ a consultative approach in identifying and understanding areas for improvement, while only accommodating external suggestions if useful, and aligned to the overall business strategy
• Demonstrable experience of process improvement, leveraging automation and implementing simplicity within a P&C function
• Exceptional communication skills, able to influence & negotiate with senior stakeholders

What We Offer

Imperial Brands offer a competitive package of salary, bonus scheme, pension, 50% hybrid working, cycle to work scheme, discount scheme, private medical, health & wellbeing benefits, onsite gym and 25 days holiday + bank holidays (with an additional 4 days on top to cover the Christmas period).

Next Steps

Interested applicants should apply with their CV highlighting their suitability for the role against the essential criteria

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation.

We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions, or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants.

We welcome talented people with stories to tell, who can bring fresh thinking, new ideas and different experiences to our business and believe in enabling every person to succeed; to deliver their best performance and realise their full potential.

We understand that these are the things that make you ‘you’ and if you join us, we’ll support you in being able and confident to share your whole self with us.  

We look forward to hearing from you!

Please click here resourcing@uk.imptob.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

Don’t talk yourself out of applying.