HR Shared Services Team Leader

UK Research and Innovation; Swindon, Billingham, Newport; On-site; GBP 31,000 - 38,000; Full time

Job summary

UKSBS in Swindon, Newport, or Stockton-on-Tees is seeking an experienced HR Shared Services Team Leader to oversee a high-performing team delivering HR operations and onboarding services for around 26,000 users across government and public sector bodies.

You will drive service excellence, manage performance against SLAs/KPIs, and lead change initiatives while embedding new systems and processes throughout the Matrix Programme.

Qualifications

• Experience leading teams in HR Operations or Shared Services.
• Proven track record delivering services against SLAs and KPIs.
• Experience handling escalations and complex service issues.
• Strong stakeholder management across all levels.
• Experience using HR systems such as Oracle or Workday.
• Ability to lead teams through organisational change.

Responsibilities

• Lead, coach and develop a team of HR Services colleagues to deliver high-quality services.
• Drive performance against SLAs, KPIs, and customer service measures.
• Manage workloads and resources to support ~26,000 users across government/public sector.
• Serve as first escalation point for complex issues and queries.
• Build strong relationships with clients, stakeholders and internal teams.
• Support delivery of UKSBS Matrix Programme and embed new systems/processes.
• Lead change initiatives and keep colleagues engaged throughout transformation.
• Identify process improvements to increase efficiency and customer experience.
• Use management information to monitor delivery, identify trends and drive improvement.
• Ensure services comply with client requirements, employment law, GDPR and governance.

Skills

Leadership

HR Operations

Stakeholder management

Change management

HR systems

Data analysis

Tools

Oracle

Workday

Job description

• Billingham, County Durham, United Kingdom

• Swindon, Wiltshire, United Kingdom
• Newport, United Kingdom
• Billingham, County Durham, United Kingdom

Job Description

HR Shared Services Team Leader
Swindon, Newport, or Stockton-on-Tees
Band D, £34,101

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

A key aspect of this transformation is the UKSBS Matrix Programme. This major component of the Government’s Shared Services Strategy aims to provide modern, cost-effective and scalable business services to nine government departments. As part of our HR Services team, you will play an important role in supporting the delivery of high-quality HR services through modern systems and processes, helping to create positive experiences for our clients and customers.

Our HR Services teams provide HR Operations and Onboarding services to approximately 26,000 users across a range of government and public sector organisations. From supporting employee lifecycle activities and managing employee records, to ensuring new starters are onboarded efficiently and compliantly, our teams deliver essential services that help our clients support their workforce effectively.

Due to continued growth and transformation, we have an exciting opportunity for an experienced people leader to join our team. This is an important operational delivery role focused on leading and managing a team of administrators, supporting and enabling them to deliver high-quality services and achieve service delivery targets.

Duties will include, but not be limited to, the following:

• Lead, coach and develop a team of HR Services colleagues, creating a high-performing, inclusive and customer-focused culture.
• Drive team performance against service level agreements (SLAs), key performance indicators (KPIs) and customer service measures.
• Manage operational workloads and resources to ensure efficient delivery of HR services to approximately 26,000 users across government and public sector organisations.
• Act as the first point of escalation for complex service issues, complaints and customer queries, ensuring timely and effective resolution.
• Build and maintain strong working relationships with clients, stakeholders and internal teams to support service excellence.
• Support the delivery of the UKSBS Matrix Programme, helping to embed new systems, processes and ways of working.
• Lead the team through change initiatives, ensuring colleagues are engaged, informed and supported throughout transformation activities.
• Identify opportunities to improve processes, increase efficiency and enhance the customer experience.
• Use management information and performance data to monitor service delivery, identify trends and drive continuous improvement.
• Ensure services are delivered in accordance with client requirements, employment legislation, GDPR and governance standards.

To do this role well you will need:

• Experience leading, motivating and developing teams within an HR Operations, HR Shared Services, Employee Services or similar operational service environment.
• Proven track record of delivering services against SLAs, KPIs and quality standards within a high-volume operational setting.
• Experience managing customer escalations and resolving complex service issues in a professional and timely manner.
• Strong stakeholder management skills with the ability to build credibility and positive working relationships at all levels.
• Experience using HR systems such as Oracle, Workday or equivalent case management and workflow systems.
• Strong analytical and problem-solving skills, with the ability to interpret performance data and identify improvement opportunities.
• Ability to lead teams through organisational change, adapting to evolving priorities and business needs.
• A strong customer-service ethos with a commitment to delivering excellent outcomes for clients and end users.
• High levels of accuracy, attention to detail and ability to handle sensitive information appropriately.
• Experience working within a shared services, outsourced services or large-scale operational delivery environment would be advantageous.
  

We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.

Your application:

Artificial Intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn.

Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.