Job: Head of the Civil Service HR and Pensions Shared Service Centre, IRELAND

SS&O Jobs

1. Background

The mission statement of the Department of Public Expenditure and Reform is to achieve the Government’s social and economic goals by ensuring the effective management of taxpayers’ money and the delivery of quality public services that meet the needs of citizens.

The Department’s core priorities are:

  • Achievement of the Government’s fiscal targets;
  • Public Service Reform and;
  • Political Reform.

Further details on the role and work of the Department can be found on its website –

As part of its overall Public Service Reform agenda the Government announced its intention to implement a radical restructuring of how the Public Service does business by establishing shared service models for a number of areas. The establishment of a Shared Service for HR and Pensions in the Civil Service has been prioritised and its development is being led by the Department of Public Expenditure and Reform (DPER). The new HR and Pensions Shared Service Centre (HRSSC) for the Civil Service will consolidate administrative HR & Pension processes from 40 Departments and Offices and will manage the high volume administrative, transactional elements of these processes, increasing the efficiency of service delivery and reducing the cost. This position represents an opportunity to play a key role in the development and operation of a service that is of major strategic importance to Public Service Reform and that will lead the way in terms of Shared Service in the Public Service.

2. The Role and Responsibilities:

The Head of the Civil Service Human Resource and Pensions Shared Service Centre will be responsible for defining the strategy and directing the day to day operations of a newly established HRSSC. This new HRSSC will deliver transactional HR shared services for forty Government Department/Offices. In the immediate term he/she will be responsible for assisting the HRSSC Project Manager with service commencement in 2013. He/she will assist in the development and implementation of all aspects of the new HRSSC strategy, planning, execution and compliance. He/she will provide direction and leadership to newly recruited HRSSC personnel and establish and manage the workforce to cultivate a ‘customer service’ focus and culture. He/She will be ultimately responsible for the monitoring of Service Level Agreements (SLAs) and performance metrics of the HRSSC, leading continuous improvement activities and cultivating productive client relationships with Government Department/Offices that will use the HRSSC. The successful candidate will be responsible for managing all functional aspects of the HRSSC including but not limited to HR Contact Centre, HR Operations and HR Service Management. This person will initially be a senior member of the HR Policy Directorate reporting to the Director. This reporting relationship may change in the future once the HRSSC becomes established

The HRSCC will become operational in March 2013, but it is envisaged that the successful candidate will take up to post before the end of 2012 to assist with the establishment of the HRSSC

The key responsibility pre and post establishment are outlined below:

Establishment of the new HRSSC

  • Work with the HRSSC Project Manager in mobilising the new HRSSC and during the transitioning of Government Department/Offices into the HRSSC
  • Play a key role in the establishment of the new HRSSC’s culture and the recruitment of the new HRSSC employees
  • Work with the project management team on the development and implementation of all aspects of the new HRSSC strategy, planning, execution and compliance

Ongoing Responsibilities: (Post Service Commencement Phase)

  • Responsible for the overall performance of the HRSSC
  • Makes final decisions regarding day-to-day business operations and service delivery
  • Defines the HRSSC objectives and strategic goals in line with overall Government Policy and Civil Service HR Strategy and champions these goals and objectives
  • Directs the activities of all functions that constitute the HRSSC including the HR Contact Centre, HR Operations, Service Management and Support functions.
  • Prepares, communicates, manages and reports the HRSSC operating budgets and forecasts
  • Fosters an environment of continuous improvement and directs projects to facilitate and drive continuous improvement
  • Develops, implements and communicates performance goals and metrics to measure and monitor customer service and to ensure that Department/Offices receive the maximum benefit and value from the HRSSC functions at reduced costs. This includes keeping abreast of new best practices, software developments and technologies
  • Ensures the Shared Service Centre attains service level agreements and work cooperatively with customers to encourage compliance with the two-way accountabilities established in the service level agreements
  • Interfaces with Department/Office Senior Management to understand and act on customer requirements/issues and establish strong relationships between Department/Office Senior Management and the HRSSC Management
  • Assists Department/Office local HR units in cultivating productive customer relationships and assist local HR management with adoption of new services
  • Ensures adequate staffing levels are achieved/maintained for the HRSSC
  • Identifies strategies to assess evolving staff needs and provide for effective development and ‘movement of talent’ consistent with the HR Shared Service Centre needs
  • Ensures the appropriate management systems are in place to manage the performance of staff across the HRSSC and create a ‘customer service’ focus and culture
  • Evaluates performance and competency development of direct reports and provide leadership and guidance to the HR Shared Service Centre Management team
  • Interfaces with other Civil Service Shared Service organisations

Essential Requirements:

The successful candidates must have:

  • Substantial experience in a leadership role in Shared Services, ideally including experience in the establishment of a Shared Service Centre
  • Experience in managing back office transformation programmes within a multi business unit environment
  • Experience in workforce transition management
  • Strong skills in building productive working relationships with a range of internal and external stakeholders and the ability to foster strong links with the existing Civil Service HR and Pension Policy Units
  • A track record of managing and identifying improvement opportunities and actively engaging in implementing improvements and managing staff through change
  • The ability to make decisions on difficult issues
  • Excellent communication skills and the ability to communicate effectively with people at all levels both orally and through written communications
  • The ability to generate strong team morale, cooperation and participation
  • Ability to coach and motivate team members to optimise team effectiveness and enhance team interactions
  • The ability to partner with peers in broader HR community to collaborate for results
  • Experience in HR and managing the delivery of HR services is an advantage

Educational Qualifications and Technical & Professional Knowledge

  • Enterprisesystems knowledge and implementation experience preferably with Peoplesoft
  • Familiarity with Shared Service Centre technologies
  • Advanced knowledge and use of office productivity tools ( MS Office etc)
  • Educational and training qualifications in HR or in an area relevant to the implementation of change and/or shared services are desirable.

For further details on this role and to make an application, please follow this link:;jsessionid=FF7DE882E957DD1E5759E6C59A430EBA

Closing Date: 13th September, 2012.