Shared Services Support Manager

JR United Kingdom; Slough; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

Join a leading health and beauty retailer as a Shared Services Support Manager, ensuring efficient operation of shared services while overseeing data compliance and team management. You'll work in a hybrid environment, leading a dynamic team to enhance customer service and operational effectiveness. Enjoy competitive benefits, including generous leave and staff discounts, as part of a vibrant company culture focused on innovation and service.

Benefits

33 days holiday, increasing to 38 with service

30% discount on products

Hybrid working options

Pension matching and bonus schemes

Access to development programs

Enhanced parental leave

Qualifications

• Extensive experience in managing teams and shared services.
• Strong understanding of data protection laws.
• Practical knowledge of payroll processes.
• Experience in high-paced customer service environments.

Responsibilities

• Oversee operations ensuring efficient delivery across services.
• Manage teams supporting 18,000 staff for payroll services.
• Coordinate Data Subject Access Requests in compliance with laws.
• Leverage technology like RPA and AI for improving processes.

Skills

Organizational abilities

Leadership

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Negotiation skills

Education

Experience managing shared services

Knowledge of data protection regulations

Basic payroll understanding

Experience leading a customer service call center

Job description

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Passionate about Beauty and Health? Want to be part of an innovative, trend-setting retailer? Our vibrant Head Office, based near East Croydon station, offers a fantastic environment filled with dynamic personalities.

We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service, and fun.

Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Here's the exciting part… a day in the life includes:

Job Summary:

The Shared Services Support Manager oversees shared services operations, ensuring efficient delivery across departments. Key responsibilities include managing Data Subject Access Requests, ensuring compliance with data protection laws, and maintaining data integrity.

Key Responsibilities:

Shared Services Management:

• Manage teams within the shared services centre, focusing on customer service for payroll, supporting approximately 18,000 staff across Superdrug and Savers.
• Ensure performance and delivery of workstreams and transactional processes.
• Develop metrics to monitor and improve efficiency and quality of customer service.
• Standardize processes to enhance organizational effectiveness.
• Leverage robotic process automation (RPA) to automate repetitive tasks, increasing efficiency and reducing errors.
• Collaborate with business users to identify technological solutions to improve processes.
• Utilize artificial intelligence (AI) for data analysis and predictive insights.
• Work with the Payroll Team on the Inhouse Leaver Overpayment Recovery Process.
• Supervise a team of 3 Helpdesk Administrators.

Data Subject Access Requests:

• Coordinate with the Employment Relation Team to handle DSARs in compliance with data laws.
• Engage with BU stakeholders to collect relevant data.
• Ensure data accuracy and integrity.
• Develop policies for data access and protection.

Qualifications:

• Experience managing shared services and teams.
• Knowledge of data protection regulations.
• Basic payroll understanding.
• Experience leading a customer service call center in a fast-paced environment.

Skills:

• Strong organizational and leadership abilities.
• Analytical and problem-solving skills.
• Proficiency in using technology to improve efficiency.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines.
• Build effective relationships across HR, Reward & Benefits, and Talent teams.
• Negotiation skills for recovery and repayment plans for overpayments to ex-employees.

Additional Information:

• This role requires proactive management of shared services and data access requests.
• Lead a telephony and administration team providing comprehensive service to payroll queries.

What’s in it for you:

• 33 days holiday, increasing to 38 days with service.
• Two staff discount codes for personal and family use.
• 30% discount on Superdrug products online and in-store.
• Hybrid working: 2 days remote, 3 days in-office near East Croydon Station.
• Pension matching, bonus schemes, and Wagestream access.
• Part of a larger group working with Savers, The Perfume Shop, and Three UK.
• Access to extensive Learning and Development programs.
• Enhanced parental leave, sick pay, and support for pregnancy loss.

Join us and be part of something special.

Hours: 37.5 hours/week, 9:00 am - 5:30 pm, with hybrid working options.