Human Resources Service Center Manager

YTL UK Group; Bath; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Pension contribution up to 20%

Career progression opportunities

25 days' holiday (28 with service)

Holiday buy/sell (up to 5 days)

Healthcare package

Life assurance up to 8x salary

Electric car via salary sacrifice

Cashback from retailers

One paid volunteering day

Job summary

YTL UK Group is seeking an experienced HR Service Centre leader for a 1-year fixed-term contract in Bath. You will manage a talented team delivering high-quality HR administration and systems services across ~4,500 colleagues, ensuring accuracy, reliability and a great employee experience.

You’ll drive improvements, lead service excellence, and shape the future of HR Operations through continuous transformation initiatives in a fast-paced environment.

Qualifications

• Experience leading HR shared service teams and customer-focused service delivery.
• Strong people development ethos and ability to build high-performing teams.
• Comfort using data and insights to drive improvements and decision-making.
• Knowledge of HR processes, payroll, and governance standards.

Responsibilities

• Lead the HR Service Centre to meet service levels and support the Group.
• Develop capability and a positive culture within the team.
• Drive service excellence with accurate, timely HR support across the lifecycle.
• Identify improvements to HR processes, systems and ways of working.
• Use data and reporting to monitor delivery and drive continuous improvement.
• Ensure HR records are accurate, compliant and well maintained.
• Support HR transformation initiatives and scalable services.

Skills

People management

Customer service

Data-driven decisions

Change leadership

Stakeholder management

Education

Degree-level qualification

CIPD Level 5 (or working towards)

Tools

HR systems

Excel

Job description

We're looking for an experienced and customer-focused leader to manage our HR Service Centre for a 1-year fixed-term contract.

This is an exciting opportunity to lead a talented team at the heart of the employee experience, ensuring colleagues and managers across the Group receive an accurate, reliable and high-quality HR service. Supporting around 4,500 colleagues, the HR Service Centre delivers a wide range of HR administration and HR systems services throughout the employee lifecycle in a fast-paced environment.

You’ll play a key role in ensuring our service continues to run smoothly while driving improvements that make it easier for our customers to access the support they need. Working closely with colleagues across the People team and the wider business, you’ll lead service excellence, develop team capability and help shape the future of HR Operations through continuous improvement and transformation initiatives.

What you’ll do

• Lead the HR Service Centre team to deliver a high-quality, reliable and customer-focused service that meets service level commitments and supports colleagues and managers across the Group.
• Develop a high-performing team by building capability, setting clear expectations and creating a positive culture where people can thrive.
• Drive service excellence by ensuring customers receive clear, accurate and timely support throughout the employee lifecycle.
• Identify and deliver improvements to HR processes, systems and ways of working that increase efficiency, reduce risk and enhance the employee experience.
• Use performance data, reporting and customer insight to monitor service delivery, identify trends and drive continuous improvement.
• Ensure HR processes, guidance and employee records are accurate, compliant and well maintained.
• Support and contribute to HR transformation initiatives, helping to shape innovative, efficient and scalable services for the future.
• Act as a trusted escalation point for complex service, policy, payroll or system issues, ensuring effective resolution and lasting improvements.
• Support the successful delivery of key People priorities, including annual pay reviews, reporting requirements and wider HR Operations objectives.

What you’ll need

• Experience leading teams in an HR, shared service environment, with a track record of developing people and delivering excellent service.
• A passion for delivering great customer experiences and finding practical ways to improve services for colleagues and managers.
• Strong leadership skills, with the ability to motivate, support and develop high-performing teams through change and growth.
• Confidence using data, reporting and insight to make informed decisions, solve problems and drive continuous improvement.
• Experience working with HR systems and reporting tools, alongside strong Excel and analytical skills.
• The ability to build effective relationships and work collaboratively with colleagues across a wide range of teams and functions.
• A good understanding of HR processes, employment legislation, data protection requirements and governance standards.
• Strong communication and influencing skills, with the confidence to manage complex issues and engage a variety of stakeholders.
• Excellent organisational skills, with the ability to balance operational priorities while driving improvements and change initiatives.
• A degree-level qualification or equivalent experience. CIPD Level 5, or working towards it, would be an advantage.

This is an opportunity to lead a key function at the heart of the employee experience and make a real difference to how HR services are delivered across the Group.

You’ll have the chance to:

• lead and develop a skilled and dedicated HR Service Centre team
• influence how HR services are delivered and continuously improved
• play a key role in shaping the future of HR Operations
• drive transformation initiatives and embed innovative ways of working
• work closely with colleagues across the business to deliver meaningful change
• help create a positive experience for thousands of employees and managers.

If you’re passionate about customer service and operational excellence, we’d love to hear from you.

What you’ll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to sell up to five days of holiday every year.
• The opportunity to buy up to ten days of holiday each year (subject to conditions).
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• Access to an interactive health and wellbeing platform.
• Support from trained mental health first aiders.
• A £1,000 referral fee if you recommend someone who is successfully recruited by us.

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies are:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
• YTL Developments – a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
• YTL Live – the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
• plus a number of other retail, environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us!

You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.