The Senior HR Services Manager is a senior subject matter expert with end-to-end accountability for the design, delivery and governance of HR Services across the colleague lifecycle — from hire to retire. 

Working closely with the Head of HR Operations, HR leadership and senior stakeholders across the Group, you’ll ensure our HR services are closely aligned to business priorities, compliant within a highly regulated environment and consistently deliver what the organisation and our people need. 

A core element of the role is active engagement with the business to understand evolving demand, pain points and future requirements, translating these insights into well-designed, efficient and sustainable HR service solutions that add genuine value. 

HR Services Design & Delivery 

• Own the quality, effectiveness and governance of HR services across the full colleague lifecycle. 
• Embed a right first time service delivery model, underpinned by strong data quality, clear accountability and well designed processes. 
• Lead the centralised HR Services function, ensuring accurate, timely and dependable support aligned to agreed SLAs. 
• Reduce rework and unnecessary handoffs through multiskilling, automation and continuous process improvement. 
• Use service data, insight and feedback to ensure HR Services remains responsive, relevant and value adding. 

Risk, Governance & Compliance 

• Operate as a trusted expert within a regulated environment, ensuring HR services comply with employment law, regulatory requirements and internal governance standards. 
• Embed robust risk controls, clear audit trails and high standards of data accuracy and record keeping. 
• Provide oversight, challenge and assurance across HR service delivery, acting as a key point of expertise on HR operational risk. 
• Lead internal and external audits, ensuring readiness, compliance and minimal risk exposure. 

Technology, Data & Continuous Improvement 

• Work in close partnership with HR Technology, the wider HR team and Group Services to deliver future fit, digital and data led HR services. 
• Use horizon scanning and bestpracticebest practice insight to evolve HR Services in line with changing business needs. 
• Drive a mature culture of continuous improvement, balancing risk, efficiency and colleague experience. 
• Ensure HR data, systems and reporting remain accurate, meaningful and aligned to strategic priorities. 

Leadership & Stakeholder Engagement 

• Lead, manage and develop a high performing HR services team, fostering a customer focused, accountable and inclusive culture. 
• Coach and support team leaders to deliver consistently high standards of service. 
• Build strong partnerships with senior stakeholders across the Group, representing HR in key forums and projects. 
• Contribute to wider HR programmes, cyclical HR activity and change initiatives from an operational perspective. 

Essential 

• Significant experience in HR Operations or HR Services management, ideally within a regulated or complex environment. 
• Strong knowledge of employment law, HR risk and governance. 
• Proven experience delivering high quality, SLA driven services at scale. 
• A data riven mindset with excellent attention to detail and a passion for continuous improvement. 
• Experience managing HR data, employment screening, records and audit requirements. 
• Confident engaging with and challenging senior stakeholders appropriately. 
• Strong leadership capability, with experience developing and leading operational teams. 

Desirable 

• CIPD qualification (or working towards). 
• Experience within Shared Services environments. 
• Automation, HR systems or SAP experience. 
• Strong Excel and reporting capability.