JOB DESCRIPTION

JOB DESCRIPTIONJob title:Job no:HR Customer Services and Operations ManagerS1041Salary grade: Grade 8Department:Base Location:FTE:Responsible to:Responsible for:Human ResourcesThe post is based on our Park Campus in Cheltenham. Thepost holder may be based at any premises the Universityoccupies and may be required to work at any University siteor any other reasonable location where the University isundertaking its business.The responsibilities in this job description are for a full timepost (1 FTE).Director of Human ResourcesHR AdvisorsHR AdministratorsHR Information and Systems SpecialistHR Team Co-ordinatorJob purposeOur 2012-17 Strategic Plan aims to build on our strengths and achievements as a Universitycentred on students, while equipping us to meet the challenges of the future. The Universityhas developed a People and Culture Strategy to support this and recognises that the HRDepartment has a pivotal role to play.The HR Customer Services and Operations Manager is a member of the HR Leadership Team.This Team is focused on delivering the People and Culture Strategy, embedding a strategicand successful approach to HR, organisational development and change across theUniversity, and improving the core HR service to meet customers’ expectations.In particular, the HR Customer Services and Operations Manager is responsible for themanagement and development of a comprehensive, business-focused, consistent,integrated and professional HR administrative and advice service. S/he develops,implements and reviews procedures, processes, and systems that are efficient, accurate,streamlined, compliant with employment law and regulations, and fit for purpose. S/heworks with colleagues in Finance and Planning, ICT and Academic Registry to develop the HRIT system and provide a comprehensive HR record keeping, data management, analysis andreporting function to improve the quality and use of HR management information. Thepostholder will also establish and manage a customer-focused HR Help Service, ensuringthat staff from across the team give timely, accurate help and record and escalate issues asappropriate.1 | P a g e

ooooo .ooooooooProviding support to all aspects of recruitment and selection following updecisions made by managers having discussed contract and recruitment optionswith Strategic HR Business Partners and/or HR and Change Advisers.Managing the administration of contracts, including issuing new contracts,contract changes, ending of fixed term contracts, pay awards etc and ensuringthat accurate information is provided to the Payroll team for pay and pensionspurposes.Processing and pro-actively managing all compliance requirements for HR, e.g.Tier 2 UKBA, CRB, auto-enrolment and data protection.Advising on and administering staff benefits and ensuring that accurateinformation is provided to the Payroll team.Providing administrative support to the wider HR team, including organisingmeetings, note-taking, logging returns etc.Implementing any changes agreed to HR policies and procedures – updating thePersonnel Handbook and identifying any other administrative implications.Providing secretariat support to Common Interest Groups and other HR focusedgroups as required.Maintaining and developing the HR web pages to provide easy to accessinformation relating to HR and the University’s policies and procedures as wellas promote understanding of HR’s role and developments in the service.Working in partnership with ICT and the Finance and Planning Team to ensurethe accuracy and integrity of data on the HR system, and manage, maintain anddevelop effective, efficient and fit for purpose computerised HR systems,integrated where appropriate with other University systems.Identifying requirements for and securing meaningful management information,to support good people management and workforce planning.Producing accurate and timely HESA returns.Information governance, records management and data protection.Help Service Establish a highly professional HR Help Service (phone, e-mail, and possibly occasionalface-to-face surgeries). The aim is for this to become the first port of call for applicants,staff and managers looking for advice provided in a consistent, pro-active and enablingmanner which adheres to internal and external procedures and legislation covering thefull range of routine HR matters (e.g. HR policies and procedures, recruitment, contracts,pay, HR management information, straightforward casework).Ensure that the HR team is trained to provide a professional response and develophandover, escalation and effective quality assurance mechanisms.Manage the Help Service rota.Undertake regular shifts on the Help Service.3 | P a g e

Organisational and cultural changeTake opportunities to build shared understanding and ownership of the organisation’svision, values, strategies, plans and desired culture.Support the Director of HR in the development, implementation and evolution of thePeople and Culture Strategy (and any successor strategies), working to embed a strategicand integrated approach across all HR and OD activity which supports the overalldirection of the University.Lead, coach and motivate others in the development of robust, innovative and creativeapproaches to service provision, building ownership and engagement at all levels.HR leadership and managementOtherWork to achieve common understanding of and commitment to the delivery of the HRTeam’s objectives and role model effective leadership behaviours. Manage the people inthe Operations Team, working together to ensure that they are developed, supportedand empowered to deliver an excellent service. Support the individuals’ personal andprofessional development. Provide feedback, coaching and mentoring to other membersof the HR team as appropriate.Actively promote cultural change and support new ways of working and continuousimprovement within HR to provide a high quality, professional, consistent and cohesiveHR service. This includes: working collaboratively and communicating proactively;understanding the needs of, and eliciting and monitoring feedback from, customers andstakeholders; and identifying and delivering developments and innovations to enhanceservice delivery and our customers’ experience.As a member of the HR Leadership Team, support the Director of HR in developing andreviewing and reporting progress against the HR business plan and budget; managingpeople and resources to ensure effective delivery of HR services against targets andobjectives; and planning agenda items for Team meetings, Personnel Working Groupmeetings, Common Interest Group meetings, and Employment Policy Committeemeetings.Undertake work in other areas of HR to manage peaks in the team’s workload.Role model the University’s commitment to equality and diversity; its values of nurture,creativity, sustainability, service, respect and trust; good people management practice;and open and honest communication.Update personal knowledge and skills on a continuing basis, learn from good practiceand keep informed of trends and developments through research and networking withother universities and organisations in the public and private sectors.Develop and maintain relevant specialist knowledge and skills.Use the team’s agreed systems for time for up-to-date, accurate data recording andanalysis, time recording, and record keeping (including checklists and progress noteswhere applicable). Understand and adhere to data protection legislation.Undertake any other duties and responsibilities commensurate with the grade of thepost.4 | P a g e

This job description is a guide to the work the postholder will be initially be required toundertake. It may be amended from time to time to meet changing circumstances and thedevelopment of systems and processes.Closing date: 22 October 2013Interview date: 8 November 20135 | P a g e

PERSON SPECIFICATIONJob Title:HR Customer Services and Operations ManagerFaculty/Department: Human ResourcesSalary grade: 8Attainments /qualificationsPreviousexperienceSkills, abilitiesandknowledgeEssentialFirst degree or equivalent qualification or practical experiencethat demonstrates equivalent levels of knowledge and skill.CIPD qualified to associate level or equivalent qualification(we would consider a substantial level of experience and acontractual commitment to achieve the qualificationwithintwo years as an alternative).Commitment to undertake development activities/coursesrelevant to the role, including in customer services.Evidence of relevant continuous professional development.Significant experience in a service-based environment with astrong customer focus.At least two years’ experience of working in HR providing proactive,solution-focused advice to managers and staff.Substantial experience of creating, evaluation and adapting fitfor purpose administrative processes, procedures, practicesand systems which make the best use of technology and meetorganisational and stakeholder needs.Experience of managing data and reporting using anintegrated HR system, or similar.Successful experience of leading, managing and motivatingstaff, including through periods of change.Experience of working independently to high professionalstandards.Evidence of commitment to high quality customer service.Superb planning and organisational skills, including the abilityto manage conflicting priorities within own and others’workloads, and advise and coach others on workloadmanagement work under pressure.Strong understanding of how HR can add value to servicedelivery and business improvement.DesirableCIPD qualified tomembership levelor equivalentqualification.Experience in alarge andcomplexorganisation.HR experience ina range oforganisations.Experience ofworking with ane-recruitmenttool.Experience ofrunning a HelpService or similarfunction.Expertise inrecruitment.Expertise in UKBA/CRB / dataprotectioncompliance.6 | P a g e

Good understanding and working knowledge of good practicein human resource management, recruitment, employmentlaw and compliance requirements. Ability to develop athorough understanding of the University’s HR policies andterms and conditions. Willingness to develop own and others’expertise and the ability to translate all of this to others, anddevelop and implement supporting administrativeprocedures, processes and systems.Able to see ‘the big picture’, provide operational and strategicadvice, make good judgements, and solve problems.Ability to develop, monitor and maintain effective andefficient HR administrative systems, processes, practices andprocedures to meet the University’s needs. Train andempower others to use these (including more seniorcolleagues).Ability to manage the HR system, regularly reviewing andidentifying improvements.Proven ability to analyse and report on a range of quantitativeand qualitative information to meet user needs.Prudence in approving expenditure.Able to maintain a high level of accuracy with meticulousattention to detail.Able to develop highly effective working relationships bybuilding credibility, respect and rapport. Able to effectivelyand creatively challenge people, situations and currentthinking.Clear, concise and persuasive written and verbalcommunication skills. An understanding of the need tocombine professionalism and human warmth in allcommunications.Able to identify customer needs and expectations and act onthem.Able to deal sensitively, patiently and diplomatically withcomplex and emotionally charged situations.Able to maintain a high degree of confidentiality andunderstand and adhere to data protection legislation.Creative, resourceful, and pragmatic with a positive ‘can do’and solution-focused attitude.7 | P a g e

Strong commitment to equality and diversity and theUniversity’s values of nurture, creativity, sustainability,service, respect and trust.Team player. Willingness to work in other areas of HR tomanage peaks in the team’s workload and cover forcolleagues as required.Willingness to travel outside the University.March 20138 | P a g e