HR and Partner Helpdesk Manager – Shared Services

A rare and exciting opportunity to join this successful and growing Shared Service centre in Milton Keynes. The primary function of this role is to manage both the HR & Business Partner Helpdesk teams to deliver an excellent customer centric service to my clients’ employees, ensuring that service levels agreements are met.

Your role

Your role will involve stakeholder management so building strong relationships with key operational teams internally and more broadly across the company is essential. You will also be responsible for escalations from within and about the Helpdesk teams and will be expected to make recommendations for improvements where necessary, get buy in for any proposed changes through to implementation where agreed with the support of the HR Services Senior Manager and Director.

You will support the implementation of harmonised ways of working through the next stages of the development of HR Services as a whole.

The HR Services team totals 130 people, 100 of whom are based in Milton Keynes (including the Helpdesk Manager), and 29 of whom are based in USI, all as part of the Shared Services Organisation. The Shared Services Organisation is based in Milton Keynes in the UK and USI, supporting the UK and Swiss Firms comprising approx. 20,000 Partners and staff including 24 UK Offices and 6 Swiss offices

Key competencies

Leadership & Strategy – Maintain KPIs, SLAs and OLAs, measure performance - Support the growth and development of services across HR Services and migration of services - Recruitment, induction programme and on-going training for team members - Develop strategy for the creation of content on the appropriate knowledge hub to support the Helpdesks resolution of queries i.e. HR Online – Working on projects and involvement with Service Delivery – Deliver consistency with the HR Services Director - Monitor and apply helpdesk budget - Deputise and support other HR Services teams during periods of management absence.

Helpdesk Management -  Management of the HR and Partner Helpdesk providing support to people, partners, people managers and wider HR function ensuring appropriate call & query management techniques are applied, handing off to the relevant team at the appropriate time, ensuring that responsiveness and performance targets are met - Managing a team to deliver excellent service - Ensure resource levels meet operational requirements - Produce and review weekly/monthly management information - Performance management of the team, including check in’s, providing feedback, and dealing with absence management and return to work interviews - Provide appropriate coaching and mentoring to team members

Stakeholder Management -  Build trusted relationships with HR Services peers and colleagues - Evaluate incoming demand and work with stakeholders - Liaison with other Shared Services Organisation teams as appropriate - Manage relationships with third-party suppliers where appropriate.

Escalations & Complaint Resolution -  Manage queries of a highly complex and individual nature through to resolution - Deal with escalations and complaints to an exceptional standard and take ownership for developing lessons learnt and making improvements where necessary - Alongside the HR Services Leadership team, provide firm wide and overseas disaster management support.

Business Acumen -  Commercially minded with the ability to interpret business objectives and drivers - Able to positively challenge strategic decisions



Job Title: HR and Partner Helpdesk Manager – Shared Services

Location: Milton Keynes

Salary: £40,000 to £45,000 + £5,000 flexible benefits package PLUS 33 days holiday (including bank holidays) + opportunity to work from home + more

Job Type: 12 month fixed term contract

Job Reference: PH9493

Wilde Associates is working in the capacity of an Employment Agency in respect of this role