Human Resources Operations Manager

Unison; City of Westminster; On-site; GBP 42,000 - 58,000; Full time

Job summary

A leading public services trade union in the UK is seeking an experienced HR Shared Service Manager to lead the redesign of administration practices. This role involves managing a team while streamlining processes to improve the customer experience across the employee lifecycle. Ideal candidates will have strong HR expertise and stakeholder engagement skills. The position offers an opportunity to create a high-performing HR service that supports staff effectively.

Qualifications

• Proven experience in HR Shared Service functions.
• Track record of improving processes and delivering organizational change.
• Excellent communication skills, especially with senior leaders.
• Ability to use data to inform HR strategy.

Responsibilities

• Lead redesign of HR administration practices.
• Manage a team of administrators.
• Implement HR help desk technology solutions.
• Collaborate with stakeholders to co-create lasting change.

Skills

HR process expertise

Leadership skills

Stakeholder management

Data-driven decision making

Collaboration

Tools

HR help desk technology

HR service management systems

Job description

You'll lead a full redesign of our in-house administration practices and workflows, including implementing a Shared Service technology solution to deliver an improved customer experience and internal processes. Managing a small team of administrators and collaborating with other key HR stakeholders, sound leadership and communication skills will be key to success. Your focus will include:

1. End-to-end review of all HR administrative processes across all stages of the employee lifecycle, including recruitment and onboarding.
2. Implementation of an HR help desk technology solution / HR service management system.
3. Streamlining administration to support better, faster, and more focused SLAs.
4. Creating measurable data sets and reports to enable practical solutions aligned with organisational needs and trends.
5. Collaborating with stakeholders to co-create lasting change.
6. Developing clear, practical tools to assist with training others and creating self-service solutions.

This is both an operational and strategic role with hands-on delivery and real, evidence-based impact.

We're looking for someone with strong HR process expertise, gained from a Shared Service environment. A collaborative mindset and experience driving change are essential. You should be confident working with data, influencing stakeholders, and navigating complexity with a practical, solution-focused approach. You will bring:

• Proven experience leading and managing in an HR Shared Service function.
• A track record of improving processes and delivering change.
• Excellent stakeholder skills, especially with senior leaders, managers, and union reps.
• The ability to use data to inform strategy.
• Knowledge of HR help desk technology solutions / HR service management systems.
• A values-led, adaptable, and proactive working style.
• Patience and adaptability to work within traditional or evolving structures, understanding that change often involves many voices and perspectives.
• Experience working with trade union representatives, ideally in a not-for-profit or similar environment (desirable).

At UNISON, your work will make a lasting impact. You'll lead the creation of a high-performing HR Shared Service team that supports our people with clarity, consistency, and care. You'll help shape a more inclusive and responsive HR service, making day-to-day processes smoother for staff and managers alike.

UNISON is the UK's leading public services trade union, with over 1.3 million members working in the public sector, private, voluntary, and community sectors, and in energy services. We employ approximately 1,200 staff, with around 370 at our national centre in Euston, central London, and the remainder across our 12 regions in the UK, including Northern Ireland.

UNISON is a dynamic, progressive union committed to equality. We encourage men and women of all ages, Black and minority ethnic groups, disabled people, and LGBTQ+ individuals to work with us.