HR Operations Manager in London

The People Service Manager plays a key role in overseeing and managing the daily operations of the People Services team. This position is integral to the continuous operation of the People Services Hub. The Hub has two main areas—People Operations and payroll administration—focused on improving efficiency, reducing costs, and standardising and streamlining processes to achieve service excellence and promote a positive employee experience across the full employee life cycle. As the team evolves, it will adopt and implement a tiered approach to service delivery and specialised areas that enhance excellence and employee experience.

Key Responsibilities

• Team Leadership: Lead, coach, and develop a team of People Services Executives and Administrators, ensuring clarity of purpose, strong engagement, and high performance in a tiered people services environment with a view to building specialisms and subject matter experts.
• Service Delivery Excellence: Ensure the timely and accurate execution of life cycle processes, including employee data management, monthly payroll input, benefits administration, and People queries, while adhering to established service level expectations (SLEs) and customer satisfaction metrics.
• Process Excellence: Identify opportunities to streamline and enhance People processes, leveraging technology and automation to increase efficiency and accuracy, with a view to embedding self‑service and enhancing employee experience.
• Issue Resolution: Act as a point of escalation for complex People queries or issues in the tiered structure, providing guidance and resolution to ensure employee concerns are addressed promptly, supporting key stakeholders, and keeping relevant business groups informed on the course of action.
• People Analytics & Reporting: Utilise People data and analytics to generate insights, trends, and reports that inform decision‑making and support strategic initiatives.
• Compliance & Audit Readiness: Evolve quality control measures to review and monitor the accuracy and completeness of team input into People systems and documents with a ‘right‑first‑time’ mindset. Ensure compliance with People policies, employment and immigration laws, and HMRC regulatory requirements in all People transactions and processes.
• Team coaching and development: Identify training needs for the People Services team and provide coaching, guidance, and support with professional development opportunities to enhance team members' skills and competencies.
• Stakeholder Collaboration: Collaborate with agency people teams and other relevant departments to ensure alignment of People services with business objectives and to address cross‑functional People needs.
• Specialist operations oversight: Proactively seek opportunities to enhance and evolve the People Services function, contributing to the design and implementation of best practices and process improvements.
• Project delivery and roll out: Identify opportunities for automation and play a key part in the roll out of priority and BAU projects in line with the People Services Strategy.

About you:

• People operations experience, including time spent in a supervisory or team manager role, overseeing employee life cycle within a People Services/shared services environment.
• Strong leadership and People management skills.
• Proficiency in HRIS systems- specifically Workday and MS Office Suite.
• Knowledge of learning systems and case management systems like JIRA is desirable.
• Excellent problem solving and decision‑making skills.
• Strong understanding of People processes policies and compliance.
• Effective communication and interpersonal skills.
• Analytical mindset with the ability to leverage data for insights.
• Continuous improvement and change mindset orientation.
• Customer‑centric approach with a focus on delivering exceptional service.

About the Agency: Omnicom Media (OM) is the media division of Omnicom Group Inc., headquartered in London with offices in Manchester and Newcastle. OM exists to power its agencies – OMD, MG OMD, PHD, and Hearts & Science. OMG UK operates a hybrid working model (three days in the office, two days working remotely), with standard working hours 9:30 – 17:30 and the flexibility to start or finish within 10:30 – 16:30. This allows for a balanced approach to in‑person connection and remote flexibility. We encourage open conversations between our people and managers to help navigate high‑need periods and individual circumstances, creating an environment where people feel genuinely supported in both work and life. OMG UK does not discriminate based on race, gender, sexual orientation, transgender status, religion, marital or civil partnership status, age, disability, or pregnancy and maternity.