HR Operations Manager
Monarch Recruitment
- Birmingham
- £350-500 per day
- Contract
- Full-time
Duration: 3 months initially
IR35: Inside IR35
Interview process: 1 stageBoth role will will be responsible for ensuring members of respective teams meet SLAs and targets and that sickness/absence processes are followed etc.Responsibilities include:
- Ability to establish a demand capture, prioritisation, and delivery framework
- Ensuring self and team resources are following clearly defined processes delivering answers to queries and services in line with defined SLAs
- To act as a point of escalation for complex queries and requests received by the team, ensuring they are either resolved or managed appropriately
- Supporting projects being delivered, ensuring team resources are correctly managed
- Ability to manage conflicting priorities, allocating resource effectively to meet demands
- Experience of working to deliver change relating to technology, ways of working and processes
- 5-10 years of experience leading teams working within an SLA based environment
- Prior experience of working to performance and absence management processes
- Experience of implementing new initiatives and leading process and people change
- Very strong communication skills, handling escalations and co-ordinating issue resolution
- Ability to establish effective working relationships and credibility with a wide range of stakeholders
- Maintains a calm and effective approach when dealing with difficult situations
- Experience working within a HR Shared Service Centre or Contact Centre Environment
- Prior experience working with IT ticketing systems and other HR technologies including SAP HR