SAP Partner

People Services Delivery Manager – North West – Permanent

People Services Delivery Manager – North West – Permanent

bluewaveSELECT have partnered with a well-known Financial Services Company, to find their next People Services Delivery Manager.

SuccessFactors experience is key here, as the company is currently mid-way through a SuccessFactors implementation – and while this position will sit within the HR Shared Services you will have a lot of involvement in the implementation from a functional standpoint.

The salary here is generous, with some great additional bonuses and benefits.

Please see below for further details…

Key Accountabilities

  • Proactively works with CoEs and HRBPs to convert strategy and policy developments into service operations.
  • Is accountable for addressing customer service escalations and issues.
  • Provides recommendations to People Leadership Team on opportunities to improve customer satisfaction.
  • Supports the marketing of People Services to leaders and employees to build acceptance and encourage confidence in People Services.
  • Takes overall accountability for the performance of People Services teams and for the performance and delivery of advisory and transactional services, HRIS and HR Consultancy support.
  • Manages service performance to service level agreements (SLAs), ensuring that targets and objectives are met.
  • Tracks and reports on the performance of SLAs and Key Performance Indicators (KPIs), and identifies opportunities to improve performance; i.e. by managing cost and improving efficiency.
  • Develops and continually improves processes and systems that enable the capture of short and long term demand, resourcing and budget needs.
  • Ensures People Services teams have a sound understanding of key OD / Reward / HR transactions and systems to provide clear explanations to the customer.
  • Supports People Function Leadership with setting strategic direction, defining service objectives, managing service costs and managing people.

Skills and Experience

  • Highly credible and technically proficient HR professional with a strong customer focus and experience of developing and delivering a broad HRSS service.
  • Experienced manager who has lead teams across multiple departments with differing skill requirements.
  • Creating and delivering key strategic objectives for the People Service team through continuous review of processes and motivation of key team members.  
  • Experience of systems design and implementation of processes.
  • Good working knowledge of SuccessFactors and the abilities/ limitations of the systems and how to utilise these to our advantage.
  • Past experience of managing People Services teams – Tier 0, Tier 1 (helpdesk) and Tier 2 (transactional support and advisory).

 Essential Criteria

  • Experience of working with SuccessFactors and understanding the implications of the system.
  • Sound technical HR knowledge and experience to interpret and understand the impact of HR policy, procedures and legislation changes for People Services.  
  • Previous experience of resource / workforce planning that includes workforce capability as well as capacity.
  • Strong senior stakeholder management with the ability to challenge and influence stakeholders using a range of appropriate techniques and approaches with all levels of stakeholders within the business.
  • Past experience in a similar role managing multiple teams across various departments with the ability to manage multiple workflows and strategies.
  • Knowledge of and experience in the application of continuous improvement methodologies including Process design.
  • Commercial, pragmatic and business-focused problem solving skills.
  • Strong understanding of risk and control requirements within HR, Reward, ER and OD.

Desirable Criteria

  • Previous experience within the Financial Services industry understanding regulations and policies in place within the industry.
  • Highly effective oral communication and presentation skills to engage with and influence a range of audiences.
  • Analytical mind-set, strong attention to detail, and logical thinking.
  • Resilient attitude with the ability to manage multiple tasks and projects simultaneously.