Shared Services Support Manager (London Area)

Why Superdrug? Passionate about Beauty and Health? Want to be part of an innovative, trend-setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities. We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun. Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Job Summary: The Shared Services Support Manager is responsible for overseeing the shared services operations, ensuring efficient and effective delivery of services across various departments. This role also includes managing Data Subject Access Requests, ensuring compliance with data protection regulations, and maintaining data integrity.

Key Responsibilities:

• Shared Services Management:

• Oversee and manage teams across the shared services centre effectively managing the customer service proposition for payroll serving a customer base of circa 18,000 staff across Superdrug and Savers.
• Ensure the delivery and performance of all allocated workstreams and transactional processes.
• Develop and maintain metrics to monitor and promote continuous improvements in efficiency and quality of customer service.
• Lead the standardization of processes to create a more effective and efficient Shared Services organization.
• Leverage robotic process automation (RPA) to automate repetitive, manual tasks, thereby increasing efficiency and reducing errors.
• Interact with business users to understand their needs and anticipate ways in which technological solutions can enhance business processes.
• Utilize artificial intelligence (AI) to enhance decision-making processes by analyzing large volumes of data and generating predictive insights.
• Working in collaboration with the Payroll Team to manage the Inhouse Leaver Overpayment Recovery Process.
• Supervising a team of 3 Helpdesk Administrators.

• Liaise with the Employment Relation Team to handle and process DSAR’s in compliance with data protection regulations.
• Reaching out to BU stakeholders enabling relevant data is collected.
• Ensure the accuracy and integrity of data accessed and shared.
• Develop and implement policies and procedures for data access and protection.

Qualifications:

• Experience in managing shared services operations and teams.
• Familiarity with data protection regulations and best practices.
• Basic Payroll knowledge.
• Experience in running a call centre customer service team working in a fast-paced environment.

Skills:

• Excellent organizational and leadership skills.
• Strong analytical and problem-solving abilities.
• Strong Change management skills.
• Ability to drive efficiencies by using technology.
• Effective communication and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines.
• Develop and maintain effective business relationships with the wider team including Human Resources, Reward & Benefits and Talent teams across both brands of Superdrug and Savers.
• Strong interpersonal and negotiation skills arranging recovery and repayment plans for overpayments to ex-employees.

Additional Information:

This role requires a proactive approach to managing shared services and data access requests. The role is to lead and manage a telephony and administration team providing a ‘one stop’ service solution to a wide variety of mainly payroll-based queries.

Here's what’s in it for you:

• 33 days holiday rising to 38 days with length of service (inclusive of bank holidays).
• 2 staff discount codes for yourself and a family member or friend.
• 30% discount on Superdrug Own Brand Products both in store and online.
• Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.
• Company pension matching and bonus.
• We offer Wagestream - a money management app that gives you access to a percentage of your pay as you earn it.
• Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK.
• We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!
• Unrivalled Learning and Development programmes.
• Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support.

Come and be part of something special.

Hours: 37.5 | 9.00am - 5.30pm - Hybrid working available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.