Job purpose This role will play an integral part in the management and delivery of service to the business.

Transcription

1 Job title HR Specialist Job family HR & Internal Communications Grade 9 Job purpose This role will play an integral part in the management and delivery of service to the business. [Specialist Team] Responsible for managing, leading and delivering their area of specialism; bringing evidence-based practice into the organisation and addressing the people challenges for their area of expertise [In Service Centre] Responsible for leading, managing and building a high-performing team The role manages / leads team performance, ensures accountabilities are clear and implements performance improvement initiatives The role ensures that sufficient resources and skills are available to deliver good service for their area of accountability Key responsibilities and accountabilities Where relevant, to line manage team resources, allocate work and monitor workflow across the team To ensure self and team resources are following clearly defined processes, and are delivering answers to queries and services in line with defined SLAs To ensure collaboration across Specialist Teams / Service Centre to deliver services and promote a culture of continuous improvement To act as a point of escalation for complex queries and requests received by the team, ensuring they are either resolved or managed appropriately To raise and review repeated problems or issues and set plans and resources to resolve them; or set out proposals and options to improve To support projects being delivered by BBC People, ensuring any team resources are correctly managed To work collaboratively to improve the customer experience through the analysis of case load, identifying trends and undertaking improvement action To provide intelligent reporting to support and maximise business performance To work with leaders across the BBC HR to deliver and improve SLAs and thereby demonstrating added value to the business To foster a culture of service excellence, role-modelling this and coaching team to deliver customer care Knowledge, skills, training and experience Essential Demonstrable experience of delivering HR process, initiatives and services is essential / may demonstrate proficiency in an area of HR specialism e.g. reward or recruitment Basic computing and telephony skills Prior experience of working with People systems (such as SAP) is essential for Service Centre roles Proven ability to successfully deliver practical results against time and performance indicators Strong interpersonal skills and a proven ability to Desirable Prior experience of working in a centralised / shared service centre environment Prior experience of working with People systems (such as SAP) is desirable (essential for Service Centre roles)

2 develop, maintain and enhance relationships with a variety of contacts; strong influencing and persuading skills Strong analytical skills and the ability to resolve logistically complex problems Compares and contrasts situations and information, identifying patterns and trends which inform subsequent decisions Builds a sense of team spirit, encouraging shared ownership of objectives and deliverables Leads delivery at a team level by prioritising and setting clear milestones and measures Encourages others to act in line with organisational standards and frameworks Use of process improvement tools and their application Demonstrable ability to support and lead and execute large scale projects that cut across organisation(s) For MI / Reporting roles: Must have extensive experience of delivering complex reporting in an organisation with the scale and depth of the BBC Must have strong knowledge and working experience of reporting and project managing SAP and/or Success Factors systems; knowledge of similar systems desirable Must have good knowledge of project management principles, and experience of working with at least one recognised methodology Must be highly confident in manipulating large data sets, and strong data analytical skills Job impact Decision making Generalists are typically managing a team providing transactional, administrative and advisory services to the rest of the BBC. They will be part of a shared service entity that will provide overall BBC People support to the BBC workforce. They will need to supervise and direct the workflow to the team, as well as undertaking line management duties. The role will need to ensure there is a culture of collaboration and continuous improvement across the Service Centre. Specialists are typically leading and providing advisory services across the BBC for a particular area of specialism e.g. case management of complex cases. Specialists are based within the Birmingham based Specialist teams and take a lead in managing defined pieces of complex work or projects. Scope Generalist role will supervise / line manage up to 10 advisors and/or administrators and manage any budget associated with managing the team.

3 Other information For Reward team use only Job Code Definition: Support This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved. Approval Manager Name and job title HR Business Partner Name Date

4 APPENDIX 9: QUALITY Division Reports to (title) Location base BBC People HR Director Service Centre Birmingham Organisation structure This is a specialist role, forming part of the lead team within the HR Service Centre. The role, in collaboration with the team leaders, will be accountable for the management and ongoing improvement of processes, their simplification and the elimination of activity across the SC. The role will be responsible for developing and maintaining a culture of continuous process improvement across the SC and the establishment of a Right First Time philosophy Additional job specific responsibilities and accountabilities To collaborate with team leaders to continuously improve and simplify processes across the HR Service Centre To deploy and utilize process improvement methodologies and tools To investigate complaints and operations failures ; deliver process improvements a result To lead on elimination of activity and processes from the Service Centre, where possible To maintain and develop the current Quality Management System (QMS) to ensure that they are compliant with standards and customer requirements Additional Experience: Knowledge and experience of ISO and continuous improvement tools and methodologies Demonstrable experience of Lean and Continuous Improvement strategies and their deployment

5 APPENDIX 10: SERVICE EXPERIENCE Division Reports to (title) Location base BBC People HR Director Service Centre Birmingham Organisation structure This is a specialist role, forming part of the lead team within the HR Service Centre. The role will focus on the HR service experience of the end user; how and why users are using particular systems, and its improvement. It will hold oversight of, and the strategy for end user experience, ensuring that Systems decisions are made in line with this. The role will be an advocate for People systems and therefore will work collaboratively with the wider business to understand their needs and ensure the end user experience can be delivered. The role will be accountable for the management of the review and refresh of HR Gateway content Additional job specific responsibilities and accountabilities To lead on understanding the user experience of HR services and their interaction with HR systems To analyse the user experience of HR services and provide actionable insight back to the Service Centre leadership team To hold the strategy for user experience and ensure system decisions and resources working on process improvement work towards this To utilize internal and external data, market research and innovative thinking to promote potential improvement to the user service experience across the Service Centre To deliver analysis, insight and potential improvement to user service experience back to HR following any key annual HR events/campaigns Managing the content quality and maintenance of HR information on the internal BBC website Gateway Additional Experience: Essential Experience of delivering customer/user insight of processes and service within a commercially facing organisation

6 APPENDIX 8: COMPLIANCE Division Reports to (title) Location base BBC People HR Director Service Centre Birmingham Organisation structure This is a specialist role, forming part of the lead team within the HR Service Centre. The role provides assurance to the HR Director (Shared Services) that HR is compliant with company operating procedure, management standards and is legally compliant. The role will therefore be the specialist within the Service Centre accountable for Information/Data Security, Risk Management, Business Continuity, Data Management and Quality Assurance. The role will also be responsible for the management of employee records, overseeing projects to migrate employee records to electronic business systems. Additional job specific responsibilities and accountabilities To implement and apply measures to assess compliance and its reporting across the HRSC Team and to drive its continuous improvement To lead on business continuity plans and procedures for the HR Service Centre To provide compliance and quality assurance support to across the HR and IC&E function In conjunction with BBC compliance resources, ensure that trends and emerging compliance risks are identified and the relevant HR teams are made aware of issues To collaborate with BBC Compliance/Risk Management teams to ensure the Service Centre achieves the appropriate level of compliance To maintain a collegiate relationship with all relevant areas of UK Regulatory Compliance and thereby provide wider regulatory insight and expertise Additional Experience: Essential Experience in information assurance including information governance (e.g. Data Protection) Knowledge of information security and risk management Experience of records management; managing hard copy and electronic records Desired Experience of implementing training and raising awareness of information governance and assurance