Role Description

The role provides support to the People Services Manager, helping to oversee the daily operation of the People Services function and ensuring the team delivers an accurate, efficient, and customer-focused service. This includes supporting workload allocation, monitoring priorities and service levels, coaching team members, acting as an escalation point for complex queries, and helping to maintain strong controls, data accuracy, and continuous improvement across People Services.

Key Responsibilities

• Acting as support to the People Services Manager by coordinating day-to-day team activity, assisting the coordinators with the allocation of workload, monitoring priorities, and ensuring agreed service levels are achieved.
• Providing first-line team leader support by acting as the escalation point for non-standard people/HR matters and queries, using effective judgement to identify when wider People Team input is required on complex cases.
• Providing day-to-day guidance, support, and coaching to People Services team members, helping to resolve queries, build capability, and maintain consistency in service delivery.
• Reviewing streamline Standard Operating Practices and contributing to driving efficiency and clarity for customers, promoting a culture of continuous improvement within the HR Admin function.
• Collaboratively working with the Payroll team to ensure they are notified of any changes before payroll cut-off.
• Responsibility for the administration and accuracy of inputs to the Oracle HCM system, working closely with the HR Systems team to ensure the accuracy and integrity of all People related information.
• Support the team and wider business with the development and implementation of an updated Oracle HCM system.
• Running and analysing HR reports, particularly from Oracle HCM, with ultimate accountability for flagging and resolving anomalies to ensure HCM data is accurate and valid.
• Establishing and measuring the People Services Team against an effective set of KPI metrics, ensuring performance meets all agreed service levels to deliver excellent customer service.
• Providing the People Services Manager with regular updates on team performance, service pressures, escalations, risks, and opportunities to improve ways of working or customer experience.
• Supporting the People Services Manager by acting as a point of continuity for the team during periods of absence, peak workload, or competing priorities, ensuring service delivery remains effective.
• Develop and maintain collaborative and productive working relationships with the People and Change directorate and wider business.
• Be a senior point of contact for employee queries for matters concerning leavers, contract changes to terms and conditions, and absence management.
• Coach and guide People managers to effectively manage the administration of their teams, reducing business led errors and double handling.
• Supporting the People Services Manager and wider People team with ad-hoc HR projects, process changes, and service improvement activity as required.