HR Services Manager

An experienced HR Services Manager is required to lead our HR services team.  Reporting into the HR Operations Director, you will be key in ensuring our services and processes are delivered accurately, consistently and with high quality, within SLAs, centred on our Customer First strategy. 

This role will be working on a hybrid basis over 42 hours, with 3 days of the week in our Hammersmith office and the rest of the week from home.

About the Role

As a trusted partner to the business, you will ensure that leaders across Harrods can rely on the HR services function on a reactive and pro-active basis.  As part of the wider HR Operations function, the HR services team manage a very high volume of queries and cases per day.

Responsibilities include –

• Day to day line management of a team which aims to resolve queries with first time resolution.
• Developing and delivering the HR Services operating plan, contributing to the delivery of continuous improvement initiatives which will support the broader People Strategy. 
• Owning the Customer First HR service strategy, including customer segmentation.  
• Accountability for the HR Services balanced scorecard, ensuring this accurately reflects the team delivery and service.
• Building a plan that ensures all leaders in our business are proficient in day-to-day HR and Workday processes.
• Using MI, reports and feedback to identify opportunities where we can make positive interventions to remove bottlenecks, improve end user capability to self-serve, and improve customer feedback.
• Consider continuous improvements with how we use Workday, ensuring that we build a robust HR tool and have an effective eco system within the HR systems roadmap.
• Leading on large projects across the HR operations teams.
• Acting as a role model for high quality service, consistently setting exceptional standards, and acting as an escalation point for complex queries or complaints.
• Creating a can-do culture, where delivering to the customer is at the heart of what we do.
• Ensuring there is a programme of activity to upskill the HR Assistants and HR Advisors to provide strong HR administration & timely, accurate and correct HR policy advice.
• Actively seeking feedback from across the business and HR stakeholders to drive service improvements.
• Being responsive to HR audits and implementing actions as required. Also being responsible for monthly internal audits driving best practice ensuring all documents, materials and the HR knowledge based are up to date and relevant

About You

You will have demonstrable experience of managing an HR Shared Services team or HR Advisory team in a mid to large sized commercial organisation.  You will be systems, service and process focused, always looking for the best solutions. 

You will also have -

• Experience in end-to-end HR processes and HR policies with working knowledge of employment law
• Experience of working with a HR system to improve service delivery and experience; Workday would be preferred and advantageous
• Experience leading your own team
• Experience of effectively collaborating with and leading senior members of the HR team in a project environment.
• Understanding of SLAs, KPIs and Balanced Scorecards.
• Able to effectively plan and organise, managing a high volume of work accurately and to deadline.
• Able to develop good collaborative relationships with HR and key business stakeholders.
• Able to challenge the status quo and demonstrate the ability to make change happen.
• Track record of delivering continuous improvement initiatives.
• Attention to detail, combined with the ability to see a broader picture.
• Demonstrable empathy and cultural sensitivity and a high level of personal and professional integrity.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. 

As well as the support of a highly respected team of HR experts, you will find our business transformation creates a stimulating day-to-day environment and opens up a wealth of long-term career potential. Alongside this, you can look forward to an excellent package of benefits. This includes a company pension, flexible working, 25 days’ holiday and your birthday off, up to 33% in-store discount and a season ticket loan.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart.  We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods