At a Glance
- Tasks: Lead a dynamic HR Helpdesk team and drive operational excellence.
- Company: Join Serco, a global leader in delivering essential public services.
- Benefits: Enjoy 25 days annual leave, pension contributions, and wellness support.
- Other info: Hybrid work model with a focus on diversity and inclusion.
- Why this job: Shape service delivery and enhance employee experiences in a transformative role.
- Qualifications: Experience in HR operations and strong leadership skills required.
The predicted salary is between 40000 - 45000 £ per year.
Location: Solihull (Hybrid – 2 days/week in the office)
Salary: £40,000 - £45,000 dependent on experience
Fixed Term - 12 Months Opportunity
Are you an experienced HR Operations leader who thrives in a fast-paced, high-volume environment? Do you have a track record of leading operational teams, driving service excellence, and ensuring compliance with GDPR and Subject Access Request (SAR) processes? We are seeking an experienced HR People Operations Lead to oversee the day-to-day delivery of a large-scale HR Helpdesk and People Services operation. This is a key leadership role responsible for managing operational performance, developing high-performing teams, strengthening stakeholder relationships, and ensuring an exceptional employee experience across the business.
About the Role
Reporting to the People Operations Delivery Manager, you will lead the operational running of the UK HR Helpdesk function, ensuring service levels, KPIs and customer expectations are consistently achieved. You will be responsible for managing a team operating within a fast-paced shared services environment, balancing service delivery, compliance requirements, continuous improvement initiatives and business change activity. A critical aspect of the role will be ensuring all GDPR and Subject Access Request (SAR) processes are managed effectively, maintaining robust controls, governance and compliance standards whilst minimising organisational risk. You will also work closely with internal stakeholders and external partners, driving operational improvements, enhancing customer service and identifying opportunities for automation and process optimisation.
Key Responsibilities
- Lead the day-to-day operation of the UK HR Helpdesk and People Services support function.
- Manage, coach and develop operational teams within a fast-paced, high-volume environment.
- Ensure delivery against service level agreements, KPIs and quality standards.
- Act as the escalation point for complex HR operational issues and service challenges.
- Oversee GDPR compliance and manage Subject Access Requests (SARs), ensuring robust governance and adherence to regulatory requirements.
- Drive continuous improvement initiatives, including process optimisation and automation opportunities.
- Utilise operational data and trend analysis to identify issues, improve service delivery and support business decision-making.
- Build strong relationships with key stakeholders and external partners, ensuring effective service delivery and collaboration.
- Lead operational projects and support the successful implementation of new services and business change initiatives.
- Develop performance reporting and dashboards to provide clear visibility of operational performance and service outcomes.
About You
We are looking for an operationally focused leader with significant experience managing HR service delivery teams in a complex and fast-moving environment.
You will bring:
- Proven experience leading teams within a fast-paced operational, HR Shared Services or customer service environment.
- Strong understanding of HR operations, employee lifecycle processes and service delivery best practice.
- Demonstrable experience managing GDPR compliance and Subject Access Request (SAR) processes.
- Experience driving operational performance through KPIs, SLAs and continuous improvement initiatives.
- Strong stakeholder management skills with the ability to influence and build relationships at all levels.
- Experience leading operational change, process improvement and automation projects.
- Excellent analytical and problem-solving skills, with the ability to use data to drive decision-making.
- Experience working with HR systems and case management platforms.
- Strong people leadership skills with a passion for developing and coaching teams.
Why Apply?
This is an excellent opportunity to join a highly visible People Services function where you will have the opportunity to shape service delivery, improve operational performance and lead a team through an exciting period of transformation and continuous improvement.
What we offer:
- 25 days annual leave plus bank holidays
- Pension – 6%
- Chance to contribute to innovation in the public services
- A company passionate about diversity and inclusion
- Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
- A wealth of career development training to suit your future aspirations.
- A safe and supportive culture.
About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
People Operations Lead employer: Serco
Serco is an exceptional employer that prioritises employee growth and well-being, offering a supportive culture and a wealth of career development opportunities tailored to your aspirations. Located in Solihull, with a hybrid work model, you will enjoy a balanced work-life environment while contributing to meaningful public services. With a strong commitment to diversity and inclusion, Serco fosters a collaborative atmosphere where every team member's contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land People Operations Lead
✨Get Your Foot in the Door with Temp Agencies
Temporary roles in HR are often filled through agencies. Reach out to temp agencies that specialise in HR placements. They can help you find gigs quickly and give you a chance to demonstrate your skills in real-world scenarios.
✨Network at HR Events and Workshops
Dive into local HR events, workshops, and seminars. These are great opportunities to meet professionals already in the field and might lead to temporary positions. Be sure to have a chat, exchange contacts, and express your interest in on-the-spot opportunities!
✨Showcase Your Flexibility
In the temporary HR world, being adaptable is key. When you're networking or interviewing, highlight your ability to quickly learn and fill diverse roles, from recruitment to employee onboarding. Make it clear that you’re ready to dive in at any time!
✨Apply Directly Through Our Website
Don’t forget to check out the opportunities at Serco and apply directly via our website. This way, you can express your interest in temporary roles and get ahead in the application process!
We think you need these skills to ace People Operations Lead
Some tips for your application 🫡
Show Off Your People Skills:In HR, showcasing your interpersonal skills is key. Make sure your CV highlights any experience you have dealing with talent management, resolving conflicts, or facilitating workshops. We want to see your ability to connect with others!
Tailor Your CV to HR:Use HR-specific language in your CV and cover letter. Mention any specific HR tools, software, or methodologies you’re familiar with, like ATS systems or performance management frameworks. This will show that you’re not just a good fit, but you've got the know-how to back it up!
Emphasise Your Flexibility:Since this is a temporary role, emphasising your adaptability and willingness to learn quickly is crucial. Include examples of how you've successfully jumped into new environments before or handled sudden changes in previous jobs. We love a team player who can hit the ground running!
Availability Matters:In your application, make sure to clarify your availability and commitment to the temporary position. This will help us understand when you can start and how you fit into our plans at Serco. So, don’t be shy about laying it all out there!
How to prepare for a job interview at Serco
✨Showcase Your Adaptability
Given that this is a temporary HR role at Serco, it's crucial to demonstrate your flexibility and ability to adapt quickly. You might be thrown into new projects or systems, so share examples of how you've successfully navigated changes in past roles.
✨Familiarise Yourself with HR Tools
Many HR positions require familiarity with tools like HRIS or ATS systems. Before the interview, brush up on the specific software that Serco uses—if you see any mentioned in the job posting, make sure you're ready to discuss them and your experience with similar tools.
✨Your Motivation Matters
As a temp, it's essential to convey your motivation for this role. Employers often look for candidates who are not just filling a position, but who are genuinely keen on contributing effectively in a short period. Consider sharing why you’re passionate about HR and how you see yourself adding value at Serco.
✨Prepare for Real-World Scenarios
HR interviews often include situational questions that test your problem-solving skills. Think about common HR challenges, like dealing with conflict or managing onboarding efficiently, and prepare to discuss how you would handle these situations at Serco.
