Human Resources Shared Services Centre (HRSSC) Manager in Bristol

About St Monica Trust

St Monica Trust is creating a new HR Shared Services Centre and we’re looking for an experienced HR Shared Services Centre Manager to lead it. This is a rare opportunity to build something from the ground up – designing processes, establishing standards, and creating a service that enables the business to operate efficiently and effectively.

Why This Role Matters

As part of our HR restructure, this newly created position sits at the heart of our commitment to delivering streamlined, compliant, and business‑focused HR services. You’ll lead the delivery of efficient, accurate, and customer‑focused support across the entire employee lifecycle – from recruitment through to offboarding. Your work will ensure managers and teams have the tools and information they need to perform at their best, driving organisational success.

What You’ll Be Doing

• Managing the daily operations of the HR Shared Services Centre, including establishing and overseeing our HR ticketing system to ensure efficient service delivery and timely responses to employee and manager enquiries.
• Driving performance against key performance indicators (KPIs) and service level agreements (SLAs), ensuring all advice, information, and data remain compliant with company policy and legislation.
• Leading the delivery of a timely, efficient, and compliant recruitment and screening process, achieving agreed standards while creating an outstanding candidate experience.
• Building and maintaining strong relationships with stakeholders across the organisation, ensuring a high‑quality, responsive service experience for both managers and employees.
• Optimising operational and system processes and procedures (using Workday), recommending and implementing new technologies, tools, and automation to enhance service delivery and streamline operations.
• Managing the daily operations of the HR Shared Services Centre and HR ticketing system, ensuring efficient service delivery and timely responses to employee inquiries regarding recruitment, onboarding, off‑boarding, employee data management, HR policies, practices, systems, and administration.
• Ensuring the performance of the HR Shared Services Centre against KPIs and SLAs, and that advice, information, and data are compliant with company policy and legislation.
• Providing a timely, efficient, and compliant recruitment and screening process through the HR Shared Services Centre Assistants, achieving agreed KPIs and service standards.
• Contributing to the People Senior Leadership Team, driving forward the organisation’s strategy and providing meaningful insight in leadership meetings, including reports with key insights.
• Optimising operational processes to ensure compliance, improve efficiency, and cost‑effectiveness; recommending and implementing new technologies, tools, and automation to enhance service delivery and streamline operations.
• Leading, developing, and managing a team of HR Shared Services Centre Assistants: setting objectives, providing feedback, conducting performance reviews, and supporting professional growth to ensure high levels of engagement and productivity.
• Regular report writing, data analysis, and recommending actions.
• Developing and maintaining policies and procedures in the discipline.
• Being aware of the longer‑term impact of decisions.
• Seeking, responding to, and acting upon client feedback regularly.
• Building relationships internally and externally, and establishing a collaborative culture for the team and those who use their services.
• Delivering coaching and guidance, fostering a culture of continuous improvement.
• Managing budgets and financial planning.

Qualifications – Essential

• Experience of leading an HR Shared Services Centre, HR Operations, or HR Service Delivery function.
• CIPD Level 5 (or equivalent demonstrable experience).
• Proven experience of effective leadership, driving team performance to successfully deliver a comprehensive set of agreed KPIs.
• Excellent knowledge of HR processes, systems, and employment legislation.
• Experience with HRIS platforms and reporting tools, ideally Workday.
• Strong communication, problem‑solving, and stakeholder management abilities.
• Commitment to continuous improvement and service excellence.

Qualifications – Desirable

• Experience working in an HR leadership role.
• Degree in HR, Business Administration, or relevant field.
• Knowledge of the Care Quality Commission and its relevance to HR and recruitment policies and practices.
• Knowledge of employment visas and sponsorship compliance.
• Knowledge of records retention/management.
• Experience using WorkDay (as functional/technical user).

Other Requirements

• Duties must be carried out in compliance with St Monica Trust’s Equity, Diversity and Inclusion Policy.
• Duties must be carried out in compliance with current UK GDPR and with St Monica Trust’s Confidentiality and Data Protection Policy.

Benefits

• A generous pension scheme, life assurance, at least 23 days’ annual leave plus bank holidays.
• Access to retail and other discounts, subsidised gym, restaurant, free parking and more.
• Professional development opportunities.
• Free parking, gym, pool.
• Competitive salary and benefits package, including generous holiday entitlement and pension contributions.

Salary and Contract

£40,222.00 – £45,081.40 per annum.

Contract: Full‑time, New position.

We are committed to communities where older people flourish, by providing opportunities for our residents to enjoy treasured relationships, exercise choice and feel valued. When you join the St Monica Trust, you’ll be part of an organisation built on 100 years of trust, thanks to the people who work for us. Shape the Future of HR Service Delivery in a values‑led organisation.