HR Global Service Delivery Lead

2 weeks ago

Northampton, United States Goodman Masson Full time

HR **HR Global Service Delivery Lead**

70k - 80k per annum

Northampton, Northamptonshire

Expiry date: 2022-04-01 Start date: asap Job type: Permanent Job ID: BBBH117622 Share job:

**About the role:**

We are looking for a Global Service Delivery Lead Benefits, Performance and Recognition / Reward Operations Manager, to join a British multinational universal bank. This role will offer hybrid working from their **NORTHAMPTON** office. Due to continued success, they are now looking for a Global Service Delivery Lead to join their team. You will report to the Payroll and Reward Global Service Lead. The purpose of the role is : *Provision of global performance, recognition and benefits services provided by HR Operations to all colleagues at the Bank.* This role is paying Circa 70-80k

You will do/be:

HR Operations deliver the core processes that underpin our HR operating model, and provide consistent, quality advice and support to all colleagues globally on general HR queries, including:

* Payroll

* Reward and Performance Operations

* Learning Operations

* Resourcing Operations

* HR Operations Helpdesk; colleagues and line managers primary point of contact into HR

* Employee Data Management

* Organisation/Position Management

* HR Operations provide their support through a Global HR Service Centres, consisting of approximately 350 colleagues based across the UK, US, India and APAC.

Key Accountabilities

* Direct line management of 8 FTE across the UK (Poole and Northampton), and matrix management of c.25 FTE globally (across India / Chennai, Mumbai and Noida)

* Operating best-in-class processes, controls, people, culture and conduct

* Cost, control and performance of Benefits, Performance and Recognition Operations globally

* Contributing to all relevant leadership and governance forums, including; cost, control, performance, projects, technology and colleague

* Driving the HR Operations global talent management agenda

* Contributing to the strategic direction of HR Operations, and owning key strategic projects

* Partnering with the Global Service Managers and Transaction Cycle leads

* Developing and leading the Global Service Strategy for Performance and Benefits Operations

+ Ongoing review and maintenance of the Service Catalogue with relevant stakeholders to ensure we are meeting customer requirements

+ Ensuring services are delivered to agreed performance levels

+ Ensuring all service (and related process) procedures are fully in-place and continually evaluated for greater efficiency and better colleague experience

+ Utilising and evolving the architecture and vendor strategy in conjunction with HR Tech & Change

Identifying and implementing enhancements to the HR Operations Global Service and associated Service Model, including, but not limited to:

* Working in partnership with Service Improvement to formulate a strategy for the global service; covering all relevant Technology, Process and People aspects

* Any potential transition of service from other Transaction Cycles / areas as appropriate or implementing changes to the front-to-back value-chain that impact HR Operations

* Provision of insightful analysis and reporting to the Service Owner and Recipients

* Driving a Continuous Improvement mind-set

* Driving operational excellence throughout HR Operations control environment

+ Ensuring that all control issues (BIA, ORI, RAID, RCSA) are fully logged, understood and escalated/syndicated with CCO and control partners, as well as the broader management team.

+ Ensuring operational resilience is continually maintained

+ Accountability for data management and governance within the respective service line

* End-to-end ownership of the Workplace Adjustments Concierge service, helping to ensure the Bank is a Disability Confident leading organisation. Includes oversight of equipment orders, delivery, colleague satisfaction, liaison with CRES & IT, and all related communications and reporting

Stakeholder Management and Leadership

* Ability to steer the strategic direction to meet requirements of business and stakeholders while ensuring alignment with the global service delivery model, taking into consideration control, cost and efficiency principles

* Ability to represent firm leadership and have the ability to explain their subject matter with clarity and a level of authority

* Ability to work with geographically dispersed virtual teams and stakeholders.

* Demonstrate ability to manage communications and lead remote teams across multiple regions and significant time-zone gaps.

* Interaction with 3rd parties delivering services for HR Operations and Transaction Cycles

Decision-making and Problem Solving

* Builds trust through credible use of facts and data and possesses ability to creatively resolve problems and issues at pace

* Analyse problems prior to decision making commit to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organisational values.

**Essential Skills/Basic Qualifications:**

* Bachelors Degree or Equivalent

* Relevant experience in HR with good exposure to HR service delivery, service or account management

* Relevant experience working for or driving service delivery through 3rd parties

* Domain expertise in Benefits, Performance and Recognition

* Extensive experience of managing global teams and wide range of stakeholders

* Customer Service experience ability to deal with a varied customer base, including business customers & senior stakeholders, and explain complex queries clearly.

**Desirable skills/Preferred Qualifications:**

* Exposure to working in a Service Delivery role run out of a Shared Service Centre

* Exposure to working in a Shared Services/Operational environment

**Benefits**

* Flexible working

* Circa 70-80,000 depending on experience

**Sounds**

**Apply for the role**

Most Effective Pay & Benefits Strategy 2017 Best Alignment of Benefits to Business Strategy 2017 Best Employee Benefits Programme 2017 Most Engaging Benefits Proposition 2016 Most Effective Pay & Benefits Strategy 2015 Most Effective Pay & Benefits Strategy 2014 Most Effective Pay & Benefits Strategy 2017 Best Alignment of Benefits to Business Strategy 2017 Best Employee Benefits Programme 2017 Most Engaging Benefits Proposition 2016 Most Effective Pay & Benefits Strategy 2015 Most Effective Pay & Benefits Strategy 2014 Privacy Overview

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