HR Shared Service Planning and Performance Manager

Location: Kings Norton, Birmingham (B30)

Salary: From £30,000 to £35,000 per annum

Date posted: 29/06/2012 16:03

Job type: Permanent

Company: Serco

Contact: Samantha Taylor

Serco is a FTSE 100 international service company which combines commercial know-how with a deep public service ethos.We improve services by managing people, processes, technology and assets more effectively. We advise policy makers, design innovative solutions, integrate systems and - most of all - deliver to the public.

Serco supports governments, agencies and companies who seek a trusted partner with a solid track record of providing assured service excellence. Our people offer operational, management and consulting expertise in the aviation, BPO, defence, education, environmental services, facilities management, health, home affairs, information and communications technology, knowledge services, local government, science, transport, welfare to work and the commercial sectors.

As part of our HR Shared Service operations team, we have an opportunity for an experienced HR Planning and Performance Manager.

Core job responsibilities:

Deliver a quality HR operational service covering the required ‘employee lifecycle’ through the intergration of a number of shared service teams both onshore and offshore

Ensure that processes are properly described and service provision is adequately defined to allow mutual understanding of the service handover points

Ensure that adequate staffing is provided for each service line/processes to allow seamless service provision as required by the business

Ensure that service is provided in line with business requirements and agreed service levels and in line with all internal and external policies and guidelines

Ensure that stakeholders (Divisional Delivery Manager, HRD’s and Group HRD’s and Global Transaction Centre) are kept informed regarding service provision

Provide HR Shared Service Director, and others with the regular reporting on service volumes as well as other KPIs as agreed

Implement service level agreements for the shared services with key stakeholders

Establish Key Performance Indicators (KPIs) for the shared service teams to meet the performance standards of the SLAs

Continuously monitor SLS/ KPI performance and metrics and take remedial action where required to ensure performance standards are met (including for examplepossible reallocation of resources) in conjuntion with the service line managers

Participate and manage the internal HR audit and compliance of the service offerings and manage external audit vendors

Maintain a positive working culture within the shared service team that encourages open communication, continuous learning and improvement, mutual respect and enjoyment

Contribute to the establishment of an effective, structured communicationprocesses within the shared services both onshore and offshore

Respond promptly to incoming queries from key stakeholders and take actions to resolve relevent service issues. Main point of contact in the Division is the Division Delivery Managers.

Contribute to the continuous improvement projects to take the shared service to the ‘Ultimate Target’ of optimized processes with optimized use of technology

Provide effective line management (recruitment, performance management, coaching and mentoring etc) to direct reports

Ensure that all line managers within the shared service effectively perform their duties as people managers

Actively support Serco change programs and acts as a role model for solution selling

Ensure all HR policies used to support the service are up to date and meet both legislative requirements

Development of HR Information Systems and appropriate policies and communications to enable the centralised HR team to support employees and managers across the business

·Degree in HR and/or Accounting, Finance or other related area

·Previous experience of change management and Shared Services set up

·Experience of working with HR principles and operations is a must

·CIPD qualified or working towards


·Potential prior roles: Management of HR function for a country or division, or extensive experience in process/system implementation projects

·Exposure working with implementation and/or working with ERP

·Experience in senior vendor and business relationship development

·Proven Expereince in working in an HR Shared Service environment .

·Expereince in management in HR service delivery or as strategic HR Business Partner

·Experience with quality management, continuous improvement and/or project management

·Expereince of working with both onshore and offshore teams to delivery an HR service

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