Health Management (a MAXIMUS Company) offers expert medical advice, dynamic health-promotion campaigns and on-site clinical support to a wide range of employers nationwide. We offer a friendly and supportive working environment and understand the importance of quality and standards.
Responsible for the day-to-day resourcing, planning, operations and problem solving within the Solutions Centre. Manage and supervise the Team leaders and team of administrators to ensure quality and productivity, adherence to service level agreements, deadlines and internal audit processes. Motivate and develop the team to be highly knowledgeable and customer-focused, ensuring delivery of consistent high level customer experience. Work closely with colleagues within the corporate business to provide support to ongoing projects and organisational change.
As the HR Solutions Manager, duties will include but not limited to:
Ensure a high level of quality control within the team, ensuring operational processes are executed with accuracy and in line with audit.
Responsible for producing and analysing sound HRSC Metrics to monitor and support ongoing improvements and service level agreements.
Develop strong relationships with key stakeholders to progress projects and improvements.
Contribute towards key corporate projects to support organisational change.
Monitor service levels and customer satisfaction against predetermined targets.
Manage and improve the performance and service delivery of the HR Solutions Centre:
Develop a high quality team:
- Ensure that team members possess the necessary skills and competencies.
- Ensure adequate training is provided to the HRSC administrators and supervisory staff.
- Drive the team performance and manage their development opportunities.
Support the HR Solutions team to:
- ensure they deliver timely and accurate advice to employees and line managers on matters of employment law and company policies and procedures in line with the commercial constraints and requirements of the business
- educate and raise employees’ capability and ability to self-serve and resolve current HR queries
- act as the second point of escalation (after Adviser Plus) for complex HR enquiries and escalate to senior specialists as appropriate
Pre-empt and mitigate any upcoming issues that would impact team efficiency.
Ensure the development and performance of the HRSC aligns with business needs, complies with legal requirements and reflects current HR best practices.
With a focus on HRSC KPI’s consistently seek to improve performance, efficiencies and controls.
Deliver continuous improvement initiatives to deliver a standardised efficient service throughout the HR lifecycle via a team of HR professionals in a Shared Services environment.
Analyse SysAid and Cascade data and report key issues and trends to the broader HR and Operations teams
Quality and Control:
Ensure all HR administration, processes and procedures are consistently managed, maintained and delivered.
Develop and execute a quality control plan and oversee weekly quality and audit checks and take action where necessary.
Ensure adherence to systems guidance and defined processes to safeguard data quality and appropriate systems/data access, maintaining a high level of data privacy in line with GDPR legislation.
Responsible for ensuring support requests from Internal Audit, the Client, and government bodies are met in a timely manner.
Collaboration and Communication:
Work closely with internal stakeholders at a senior level on matters relating to agreed service levels, projects and support for key business activities.
Ensure the UK HR team is kept well informed of system, process or practice change that have an impact on the business or employees, in line with the HR Shared Service communication strategy.
Work closely with the Payroll teams to ensure all Maximus UK employees are paid accurately and on time.
Key Performance Measures for this role :
Sr. Management satisfaction based on their own experience and employee reported experience with HRSC.
Timely and consistent reporting of metrics to report effectiveness of HRSC against agreed SLA's.
Team Performance against agreed objectives.
Results and outputs from Quality Control Checks within the team.
Share business unit KPIs with each Snr HRBP to drive improvement in SLAs.
Chartered MCIPD certified.
Minimum 7 years’ experience with at least 3 years in a manger capacity, preferably in a Shared Service environment delivering best in class ER support.
Solid understanding of employment legislation, its application and best practice.
Experience of working within a business with a geographically disperse footprint and complex multi-site business.
Results oriented and able to deliver results in a fast paced environment.
Excellent written and oral communication skills
Excellent analytical skills.
Strong management skills and the confidence in coaching and partnering a large number of stakeholders.
In depth and hands on experience and knowledge of the broad remit of HR operational activities.
Ability to resolve complex HR problems and make timely decisions.
Solid systems experience, preferably with HR and service desk ticketing systems.
Extensive knowledge of UK statutory reporting requirements.
High degree of accuracy and numeracy with the ability to work well under pressure and to strict deadlines.