This role ensures all the scoped HR Services across the Hire-to-Retire lifecycle are delivered on time and to the required standard across all customer groups. With line management and people leadership of the Senior HR Coordinator, HR Coordinators and the HR Admin team.

The role also involves overseeing the HR Hire to Retire team to:
Deliver centralised transactional services as per agreed service levels, across Hire to Retire
Collaborate with the COEs to operationalise and deliver on standards, processes, policies and practices
Support employees, corporate functions, business partners and leadership with standard and bespoke requirements and queries
Support transition of additional roles in a HR Shared Services, as and when required

The role also involves building credibility and confidence in the holder’s HR technical expertise by being able to articulate the Hire to Retire service offering, identify risks to delivery and provide solutions.

Principal Accountabilities

For defined service areas:  
Define and develop the overall service proposition to align to business needs.- including SLAs and metrics.
Ensure the service delivery plan has sufficient resource and capability in place.
Anticipate changing business needs and adapt the service proposition and delivery plan accordingly.
Run:


Assist the Head of HR Services in defining and implementing the strategic vision and plan for HR Services
Develop and update knowledge management tools (i.e., scripts, procedures, policies, FAQs) used by the HR Administration team
Communicate and follow up to ensure that the HR Administration team is informed of all new information related to HR products, procedures, projects / programmes, customer needs and Group / specific business issues
Work with HR Administration staff to effectively resolve complex issues and customer complaints
Be the escalation point for issues and complaints regarding HR Administration customer service and/or delivery
Manage the flow of information and communication between the HR Administration team and other parts of HR
Agree the implementation and resourcing of HR programmes for the specific areas with the HR COE leads, HR BPs and Head of HR Services
Establish and execute processes and procedures for maintaining HR data accuracy and integrity
Ensure that the HR Administration team follow the escalation procedures and protocols established within HR Services
Promote training, personal growth, professional development, career progression and teamwork for the HR Administration team
Provide line management responsibility to direct reports, setting performance targets, monitoring and managing their performance against objectives, providing coaching and ensuring development opportunities are provided.  

Transform:
Build strong partnerships across all areas within SGN, to ensure that HR Services reputation for excellent delivery is established and maintained.

Implement and monitor service standards to ensure that support and services are provided in line with established SLAs & KPIs
Continuously review HR Administration performance levels and identify improvements to ensure effective service delivery
Suggest methods to update, simplify, and enhance processes, procedures, and technologies and make procedural changes related to the HR Administration team
Recognise and escalate unusual events affecting customer service and HR data accuracy


Grow:
Work collaboratively with HRBPs and other HR CoEs i.e (recruitment/reward/capability) to adapt service proposition to align with changing business requirements.

Build capability amongst the HR Administration team and ensure work is allocated to support efficient delivery and cater for individual areas of expertise

Provide leadership and direction to the HR Hire to Retire Team effectively engaging, coaching and mentoring team members to facilitate their development, act as a leadership role model for the wider function