Senior Manager HRSS Job Req ID: 42534 Posting Date: 6 Feb 2025 Function: Business Services & Operations Unit: Finance & Business Services Location: DLF IT Park,Phase II, IIF/1, Kolkata, India Salary: COMPETITIVE **Why this job matters** Leading our growing Shared Services Hub in India, you will support colleagues across the UK, AMEA, and the Americas throughout their entire employee lifecycle. You will be providing support for a range of processes, including recruitment, vetting & compliance, onboarding & offboarding, in-life support and language services. Your role will involve managing global HR service delivery, ensuring consistency and efficiency across regions. Working with your UK and Global Service Owners you will drive initiatives to enhance employee experience and satisfaction, leveraging HR technology to streamline processes. Additionally, you will ensure compliance with local, regional, and international regulations, and contribute to continuous transformation and innovation in service delivery. **Accountabilities** As the Leader of the Shared Services Hub, you will have the unique chance to collaborate with diverse teams across the Globe, predominantly in the UK and India. Your Leadership of these critical support teams will help deliver exceptional People and HR services to our colleagues and Line Leaders. In this role, you will be responsible for developing strategies to meet the often-fluctuating demand and providing thought leadership to enhance the efficiency of Shared Services Hub. Working with HR Service Owners across several locations you will drive transformation and innovation within the team, making a significant impact on our overall success of HR. **Key Responsibilities:** + **Build a High-Performing Team** : Develop and lead a high-performing Shared Services team that drives results through a simple, easy-to-understand processes and ways of working, ensuring the support is dynamic and efficient. + **Continuous Improvement** : Drive ongoing improvements by standardising, automating, and consolidating processes to support the HR strategy goals. Identify problem areas in service delivery, troubleshoot issues, and recommend solutions. + **Operational Excellence** : Ensure operational performance and service excellence within the teams, monitoring performance against defined quality standards and Service Level Agreements. **Ongoing Responsibilities:** + **Business Partnering** : Business partnering Service Owners to optimise the colleague experience across several geographies. + **Strategy Execution** : Continuously execute the strategy, monitoring progress, assessing risks, and adjusting as needed to achieve objectives. + **Data-Driven Decision Making** : Regularly use data-driven insights, colleague centricity, and risk assessment to inform decision-making and measure implementation effectiveness. + **Stakeholder Relationships** : Maintain and strengthen relationships with key business stakeholders, including colleagues, Service Owners, HR Business Partners, HR Centres of Excellence (CoEs), and external partners. + **Professional Development** : Focus on your own and your teams’ development, staying up to date with emerging trends and best practice to keep the team at the forefront of inclusive practices. + **Agile Mindset** : Adopt an agile mindset and leverage design thinking principles to understand Service Owner's needs, motivations, and expectations, designing better colleague-centered solutions. **Skills Required** + **Subject Matter Expertise:** You bring extensive expertise in driving HR shared service operation and transformation. You are well versed of the evolution of HR Services but also possess demonstrated experience and have a proven track record of translating that knowledge into practical and impactful action to drive outcomes. + **Stakeholder Engagement** : Success in this role requires emotional agility. Working closely with the wider HR teams to co-create the strategy for your area, you are seen as a credible leader and can establish trust and rapport quickly with business leaders, HR leaders, employees, and other key stakeholder groups. You can translate and articulate the Operational performance, strategy, drawing linkages between business priorities and broader goals. + **Strategic Programme delivery** : You can build on the strategic vision and goals set by the Group HRS team to design initiatives, policies, and programmes that are both scalable AND tailored to meet the specific needs of your workforce profile. You have proven experience in translating strategic goals and translating and tailoring them into impactful programmes. + **People Partnering** : You are emotionally intelligent, adept in leading teams of HR colleagues, demonstrate leadership behaviour, drive a positive, engaged and inclusive team. + **Data Analysis** : You are highly data-driven and are fluent in conducting thorough data analysis to identify risks, areas for improvement and to develop actionable insights to enhance colleague experience within your assigned portfolio. You can look beyond the numbers and understand the narrative within the data to shape it into a cohesive and compelling case for change. **Experience Required** + Significant and appropriate experience of leading an offshore HR service delivery function + Significant and appropriate experience of working with UK teams remotely to drive successful outcomes + Sufficient and appropriate experience of driving transformation through processes to uplift colleague experience and drive down cost ​​​​​​​​​​​​​​ **Our leadership standards** **Looking in:** **Leading inclusively and Safely** I inspire and build trust through self-awareness, honesty and integrity. **Owning outcomes** I take the right decisions that benefit the broader organisation. **Looking out:** **Delivering for the customer** I execute brilliantly on clear priorities that add value to our customers and the wider business. **Commercially savvy** I demonstrate strong commercial focus, bringing an external perspective to decision-making. **Looking to the future:** **Growth mindset** I experiment and identify opportunities for growth for both myself and the organisation. **Building for the future** I build diverse future-ready teams where all individuals can be at their best. **About us** BT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’ We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development. This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it. **A FEW POINTS TO NOTE:** Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us. **DON'T MEET EVERY SINGLE REQUIREMENT?** Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.