JOB PURPOSE

As the Line Managers Advisory Service Manager you will be responsible for leading the B:Managers Advisory Service team, ensuring the delivery of timely, consistent, and expert HR advice to line managers across the organisation. Your role will oversee the day-to-day operations of the advisory service, manages team performance, and drives continuous improvement. Acting as a key interface between HRBPs, COEs and Employee Services, the B:Managers Advisory Service Manager ensures alignment with HR policies, employment legislation, and organisational priorities while developing manager capability and confidence in people management.

RESPONSIBILITIES

You will:

• Lead, coach, and develop a team of B:Managers Advisory Service Advisors to deliver high-quality, responsive HR advice and case management support to line managers.
• Oversee case triage, workload allocation, and service performance, ensuring compliance with SLAs and quality standards.
• Provide expert input on complex or escalated people matters, ensuring appropriate risk management and consistency of advice.
• Collaborate with HR Business Partners, Centres of Expertise (COEs), and Legal to ensure seamless escalation and resolution of cases requiring specialist input.
• Identify patterns in line manager queries and use insights to inform service improvements, knowledge base content, and policy development.
• Drive awareness and adoption of self-service tools, systems (e.g., AskHR, BMC Helix), and manager toolkits, promoting a culture of manager ownership and accountability.
• Monitor and report on key metrics such as query volumes, case resolution times, and customer satisfaction to inform strategic planning.
• Partner with Learning & Development to build manager capability in core people management areas, including performance, absence, and employee relations.
• Ensure consistent application of HR policies and promote inclusive, values-led people practices across the organisation.
• Lead the evolution of the B:Managers Advisory Service operating model, identifying opportunities for automation, efficiency, and scalability.