People Operations Excellence Team Leader (mat cover contract)

We have a rare opportunity for a Team Leader to join our busy People Operations Excellence (POE) team on a maternity cover contract! Our POE teams are responsible for supporting our employees through every stage of their journey with us, and our POE Team Leaders are responsible for the teams' overall activity in their region, the day-to-day management and performance of their team, as well as day-to-day activities and processes. With a regional focus (covering the UK and US) this POE Team Leader role collaborates with POE Specialists across all regions, HR Business Partners, and the wider People Team, in order to ensure we are all working collaboratively, and in line with the same processes and procedures where appropriate, thus providing our stakeholders with a clear and streamlined POE offering. Key Focus of this role - Working with the Head of People Operations Excellence to simplify and optimise all processes within POE, actively seeking opportunities to drive team performance, productivity and development, and identifying trends to further optimise processes. - Suggest improvement ideas and assist with their implementation to improve customer satisfaction or increase productivity. - Leading by example to encourage and inspire colleagues by demonstrating an excellent work ethic, positive can-do approach, and professionalism at all times. - Ensuring that your team provides a quality, timely, accurate, professional and friendly service to colleagues​, resolving queries professionally and promptly. - Being a first point of escalation for all colleagues on employee lifecycle enquiries. - Providing relevant training to POE team members as part of the introduction to the team and for new processes. - Managing a team of 5 POE Specialists, acting as their coach and mentor, sharing technical knowledge, and providing regular feedback so that they can perform at their best. AREAS OF ACCOUNTABILITY & RESPONSIBILITY - Delegating work within your team in a way that provides the best service to your stakeholders - Taking ownership of the data your team works with and being ready to provide reports to the Head of People Operations Excellence when required - Be the Process Expert for Process Manager for the majority of processes, working with the Continuous Improvement team to make relevant changes, update when required and respond to feedback. - Continuously looking to improve customer service levels, and intervening when these are not being reached so that you can identify the cause and take the necessary action to remedy. - Monitor and champion the team’s query SLA levels. - Carry out relevant Internal and External audit activity relevant to the POE team, identifying risks and opportunities where relevant. - Help to implement the new Workday HRIS system ensuring the POE Team are fully trained and to mentor into Workday experts - To help with the submission of payroll to Informa payroll and ADP LEADERSHIP STYLE (VALUES & BEHAVIOURS) REQUIRED - A positive, collaborative approach to team management - Wanting to get the best out of the team, individually and collectively - Encouraging a mindset of accountability and ownership of one’s role within the team - Assertive approach to decision making and being able to achieve buy-in where needed EXPERIENCE & KNOWLEDGE REQUIRED - Excellent communication skills with established relationships with a wide range of stakeholders, internal departments and key contacts. - A self-driven enthusiasm for continuous learning and development - Ability to act with integrity, tact and diplomacy with sensitive and confidential information and handle it in a secure and safe manner at all times - Pro-active problem-solving approach - Excellent customer service skills - Good time management skills - Flexibility to support with additional business as usual activities - Proven and demonstrable record of working to deadlines with speed and accuracy/attention to detail - Excellent knowledge and understanding of HR administration. - Experience of support in leading a team. - Experience of streamlining processes to ensure an excellent employee experience - Trusted to access confidential information, with knowledge of compliance, data protection and local employment laws TECHNICAL SKILLS REQUIRED - Experienced user of MS Office products and a demonstrated high aptitude for learning new systems, processes and policies - A strong understanding of the local HR Employment laws per region. - Strong HRIS skills (including experience of Workday, and prior experience in data processing) - Able to handle primary decisions relating to escalated issues. - Able to follow data and compliance protection policies at all times.