HR Business Partner - Remote in Sunderland

The HR Business Partner is responsible for providing best in class expertise and advice for all matters of employee relations and HR practice across their business area, ensuring the best possible support and guidance can be delivered. This role is focused on supporting employees, managers and the wider business to achieve the best outcomes, even in challenging situations. They are commercially aware and can expertly balance their approach between the needs and wellbeing of our employees and the commercial needs of the business.

The HR Business Partner is adaptable and flexible, able to keep up with the fast contact centre environment, multi-tasking and prioritising as needed. The role takes on a comprehensive business partnering approach to ensure success by actively collaborating with stakeholders and team members from all key departments including Operational Delivery, Recruitment, Training, Workforce Management, Payroll, and others.

Key Responsibilities and Accountabilities:

• Responsible for all day-to-day HR activities required to support in local site/business area.
• Works closely with local stakeholders, employees, managers, partner organisations and others in the business unit to fully understand local needs and create targeted and specific people support strategies.
• Actively monitors a range of people data and reporting information, analysing trends to ensure any changes in usual performance parameters can be quickly identified, and root causes understood so that solutions can be created or supported.
• Works collaboratively with local stakeholders and key personnel across the team and business to develop strategic HR business plans which serve to improve the working environment for all, whilst maintaining or improving KPI performance across the range of key people measures.
• Provides a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including grievance, disciplinary, absence management, performance management and employee wellbeing and support.
• Ensures advice provided is clear, consistent, and in line with company policy, current employment legislation and best practice approaches.
• Proactively coaches and guides line managers to help them support their teams and deliver high performance, whilst mitigating potential risks to the employee or business.
• Builds and develops positive and useful relationships with a range of internal and external stakeholders.
• Complies at all times with Company policies, the Equality Act, Employment Rights Act and others, and the General Data Protection Regulations in the undertaking of any HR activities.
• Takes steps to keep knowledge up to date of new HR concepts, thought leadership and best practice approaches in HR and employee relations.
• Continually identifies new opportunities to add value to local and wider business area.
• Tracks and maintains key statistics and information relating to relevant aspects of HR activity, and provides detailed reports and presentations on HR-related performance to manager and relevant stakeholders.
• Supports the HR function as a whole in shaping the People Strategy and delivering its objectives.
• Collaborates, actively participates, and delivers HR initiatives and projects across the business.
• Actively participates in any TUPE, restructure, or other major change or consultation programme in your area.
• Supports cyclical HR review activities such as Annual Pay Reviews, policy reviews, document reviews, and others as directed.
• Contributes to the development of HR policies, and ensures local management teams are fully educated in these and able to effectively interpret and apply them in practice.
• Attends internal meetings as required to represent the HR function.
• Completes all administration associated with HR responsibilities.
• Provides essential support to the Head of HR Business Partnering as needed.
• Supports and drives a culture of high employee engagement across your area.
• Adopts the Teleperformance management ethos of “Support First, Manage Later” when giving advice and support.
• Maintains open and honest channels of communication at all levels across your area.
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction.
• Supports a working culture which is built on embracing diversity, respect and positivity, and a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices.

Main Job Requirements:

• Formal qualification in a HR-related area, such as Certificate in Human Resource Practice or Degree in HR Management, or similar.
• Membership of CIPD, or similar, is preferable.
• Up to date employment law knowledge.
• 2 years of solid HR experience in a contact centre environment, or 3 years HR generalist experience in another high-paced industry.
• Lean Six Sigma certification at Yellow Belt level, preferred.
• Proficient use of Microsoft Office tools including MS Word, Powerpoint, Excel, Outlook and others.
• Comprehensive knowledge/experience using HRIS such as SAP, Cascade, Workday or similar.