People services operations manager Role brief Directorate Operations and governance Base location Bristol Grade Grade K ection Date May 2015 Reports to Group director for people Responsible for People services adviser/officers and people services coordinator 1. Background Jisc has undergone and continues to undergo considerable change; implementing new business models and working with greater efficiency to deliver our organisational priorities. This presents challenges and significant opportunities. As people services operations manager you will manage the operational team engaged in identifying solutions in a fast paced organisation. The people services team is responsible for driving and implementing change and developing initiatives and tools to support achievement of Jisc s strategic objectives. A key objective of the team is to ensure that we find, attract, retain and develop the people necessary to meet our organisational needs now and in the future, while continuously improving our service delivery. 2. Purpose and scope The people services operations manager is a new role with responsibility for ensuring delivery of all people services operational activities to a consistently high standard. Reporting to the group director for people this key role is designed to work with managers and the people services partners to ensure that all stakeholders receive a professional, timely and responsive service. This will be achieved by developing a systematic approach that continually develops, monitors and improves all people services operational activities including systems and processes. The post holder will be responsible for leading service delivery, process mapping and improvement and producing accurate and timely workforce data to support organisational insight and decision making. A key objective will be to agree and monitor key performance indicators for the people services team. This role will also act as resourcing manager, owning, developing and managing the organisation s resourcing systems and processes to deliver and contribute to the requirements of our strategic projects and ensure efficient and effective operational delivery. The post holder will be expected to take ownership of ensuring service level agreements are developed, key performance indicators implemented. Monitoring and evidencing the outputs of the team will be a key indicator of the success of the post holder. The post holder will manage the delivery of the people services calendar of events and implementation of the team s operational people plan. This will include challenging ways of working to ensure the operations team are proactive and have a get it right first time approach. May 2015 Page 1
3. Key accountabilities and role outputs Responsibilities are expected to be developed and finalised over time and will include but will not be restricted to: People management Coaching motivating and managing the performance of the people services team, to deliver a professional, efficient, customer focussed and high performing service. Service delivery, process management and resourcing systems Acting as the technical expert and focal point of contact for all systems requirements and communication contacts such as the IT team, the web team and the system provider. Taking responsibility for mapping processes as is and using lean principles to develop to be processes. Own and develop HR systems and processes, including the people services database, payroll, job evaluation and recruitment systems. Oversee the production of queries and reports from the Moorepay system to enable the team and line managers to monitor and address employee issues and understand cost implications. In conjunction with the people services partners keeping the operational provision under constant review, auditing provision and making changes to meet business needs. Ensure templates are in place for all areas of the employee lifecycle and that they are monitored and updated in accordance with legislative changes. Lead on the development and maintenance of the people pages on the Intranet and collaborate with the Web team on maintaining the recruitment pages of the Jisc website. Work with people service partners in identifying and resourcing pipeline plans. Meeting frequently with key customers to develop and improve service delivery. Develop and continuously improve recruitment and selection processes in collaboration with the people services partners and people and organisation development partner ensuring that these support a high quality candidate experience and enable Jisc to find, attract and recruit the best staff available. Management information and workforce planning Be the champion for the creation and implementation of service level agreements and help to foster a customer focussed function by monitoring and reviewing on a monthly basis. Lead on the development of timely, accurate management information reporting (eg. turnover data, exit interview data, survey data) and analysis for the provision of talent data and people metrics. In particular produce monthly and quarterly trend analysis, workforce planning reports, organisation charts, operational HR reports, monthly payroll reconciliation reports and other ad-hoc reporting requirements. Working closely with the group director for people and other team members to create detailed reports as requested. Ensure the quality control of data produced through the creation and implementation of streamlined processes for capturing workforce data in a timely and systematic way. Contribute to reward benchmarking exercises and developing and maintaining good knowledge of practices in relation to HR benchmarking metrics. May 2015 Page 2
Payroll, pensions and contract management Manage the people services elements of the payroll liaising with the finance team as required; ensuring that payroll activities are completed accurately and to deadlines and that division of responsibilities and process mapping are clearly defined with appropriate control mechanisms. Ensure that all people services elements of payroll and pension processes are fit for purpose, and run smoothly and effectively with all returns completed to agreed timescales. Manage relationships with third party suppliers, acting as intelligent customer coordinating the day to day management of contracts with service providers (eg EAP, health providers, payroll etc.) ensuring that these are tendered in line with procurement rules, value for money and to seek continuous improvements. Risk management Manage the team s risk register ensuring all risks are documented, monitoring and managed, escalating key risks to the group people director as appropriate. General: Develop and maintain effective, collaborative, collegiate working relations with all staff and key stakeholders. Enhance personal effectiveness by undertaking personal development to improve operational effectiveness. Where required manage designated budget lines, adhering to financial guidelines, ensuring value for money and acting as appropriate within delegated authorities. 4. Skills, knowledge and experience May 2015 Page 3 Essential Qualifications Degree-level education Graduate of the Chartered Institute of Personnel and Development (GCIPD) Experience Experience of managing service delivery and staff in recruitment, payroll, management information or transactional services, demonstrating commitment to continuous service improvements Experience of working successfully in a customer facing environment Experience of managing small teams IT literate with solid experience of using HR databases, online recruitment tools and Intranets to a high level and experience of using digital technology for a wide variety of HR services and activities Strong demonstrable experience of organising and analysing large datasets, detecting and correcting errors, interpreting and reporting/presenting results in a meaningful way Extensive experience of project managing Desirable A post graduate qualification in human resources management, management information systems or other discipline relevant to the post MCIPD Project management qualification Experience of cloud based applicant tracking systems Experience of providing service through a business partner/matrix approach Experience of Moorepay system Experience of project management software, eg MS Project
HR projects with evidence of creating end to end plans Previous experience of implementing new HR operating models, system and process changes that deliver results and have a positive effect on organisational performance Knowledge Advanced knowledge of MS Office applications, especially Excel (ie pivot tables, vlookups, etc to design reports together with Visio and process mapping and MS Project skills Evidence of good working knowledge of UK employment legislation Skills Meticulous and exceptionally strong organisational, system and process skills to manage multiple and competing priorities and deadlines for self and team members and ensure results are delivered to a high standard Skilled in producing performance dashboards, management information reports, HR metrics as well as interpreting KPIs and workforce data to support organisational needs and are fit for senior audiences Excellent communication skills both verbal and written including the writing of reports and papers Ability to generate effective and pragmatic solutions to new situations and problems as they are presented Evidence of good judgement in difficult and deadline driven situations Ability to proactively drive, implement and maintain fit for purpose process improvements General Strong customer, and quality orientation, solution-focused and evidence of ensuring team deliver to high standards Evidence of resilience Approach issues with a can do attitude, driving activities forward to a successful conclusion Seen as an ambassador for the people services team Flexibility to undertake business travel to Jisc office locations across the UK An understanding of reward and benefit policies and options and experience of analysing reward arrangements and salary benchmarking May 2015 Page 4
5. Key contacts Jisc executive group Jisc senior managers People services partners External clients / third party providers Web team IT team IMPORTANT ADDITIONAL INFORMATION The group director for people will discuss all elements of the role brief with the appointee on appointment and after six months, recognising that some elements may need changing. The above is provided for guidance, is not contractual, and is not an exhaustive list of all accountabilities that the post holder may have. May 2015 Page 5