People Support Operations Manager

at  Mitie

JOB OVERVIEW

Lead a team of People Support Specialists to ensure that HR services provided both by Mitie and the outsourced team are fit for purpose and delivered to meet business requirements. Partner with the business to drive projects and service enhancements whilst championing engagement with the HR Service. Hold the outsourced provider to account for delivery against defined SLAs.
Build a strong strategic partnership with the outsourced provider ensuring that they are kept abreast of all changes within the organisation to allow for successful service delivery.
This role may include occasional travel to India.

• Champion the People Support (HR) operating model and act as an advocate
• Act as a partner to the business to shape services to be fit for purpose
• Accountable for the delivery of the activities assigned to the retained organisation
• Line Management and ongoing development / upskilling of the retained team SME’s
• Periodically review policies, processes and procedures to ensure that these work for the business and remain compliant with legislation
• Act as a Project Lead and partner with the business on projects and service enhancement
• Lead any People Support / Payroll projects, using the outsourced provider to support delivery
• Engage and educate the outsourced team to embed them as a strategic partner
• Review non-compliance and action plan with the business and outsourced provider to address
• Identify needs for Line Manager education / business interventions to tackle non-compliance and process issues
• Identify and act on opportunities to enhance the function and the service provided to customers
• Input to service reviews with the outsourced provider, holding them to account for improvement plans as necessary
• Review / track any RCA’s and associated actions
• Drive high levels of service from the outsourced partner – identify requirements for training for new services / process changes
• Provide support with issue management and act as a point of escalation for the business
• Review standard reporting and monitor performance levels / volumetrics
• Act as point of escalation for day-to-day quality issues or concerns. Escalate further as appropriate
• Highlight any legislative changes impacting service and work with the outsourced provider to train and embed change
• Business contingency planning with the outsourced provider for any issues facing the service
  Review and lead on internal audit controls, auditing the outsourced provider as required