HR Service Desk Manager
- Recruiter
- DAC Beachcroft
- Location
- Gloucestershire
- Salary
- Competitive
- Posted
- 20 Feb 2019
- Closes
- 21 Feb 2019
- Sectors
- Human Resources
- Contract Type
- Permanent
- Hours
- Full Time
This role reports directly to the Head of HR Operations and is responsible for management of a high quality and customer-focused HR Service Desk team and has ownership of the core HR system.
The Service Desk provide the first line support and advice to the firm across all processes and policies in relation to the four disciplines within the HR Operations area, and have responsibility for the processing of employee lifecycle documentation and data entry.
Core responsibilities
• Drive an ethos of high quality service delivery to the firm.
• Train and develop the Service Desk Administrators to ensure the team provide professional, high quality and compliant advice and responses in line with company policies and procedures, escalating more complex queries to the Advisors in the HR Operations teams.
• Train and develop the team to ensure they have the generalist HR knowledge, skills and capability to deal with queries appropriately at all times, using the systems in place.
• Manage work demand, distribution, and delivery of the Service Desk.
• Ensure processes are fully mapped and documented and updated in line with legislative changes and best practice, and retained in the catalogue library.
• Identify areas of continuous improvement or added value in relation to all HR transactional systems, processes and procedures, designing and delivering the required changes and escalating these as appropriate.
• Provide Management Information on Service Desk performance.
• Liaise with Service Desk Managers within Finance and IT to ensure consistency and sharing of good practice.
• Own the personnel database Select HR including data integrity and security, compliance, issue resolution, escalation and managing 3rd party service delivery.
• Manage the third party software supplier to resolve and escalate issues in relation to systems performance.
• Provide administrative support and service to the HR Operations team through the Service Desk team.
• Deal with escalations from the HR Service desk.
• Establish and maintain strong working relationships with HR Business Partners and colleagues on the HR Operations management team.
• Undertake projects as and when necessary to support the wider team.
Key skills
• Experience of managing a successful HR Service Desk team, HR Advisors or an ER team required.
• Prior generalist experience in a relevant HR role such as ER Advisor or Manager, HR Advisor or HR BP is required.
• Demonstrated experience of ensuring a focus on service delivery, accuracy and attention to detail.
• Experience of managing multiple stakeholder expectations in a fast paced environment.
• Qualified to a minimum of A' Level or equivalent preferred.
• CIPD qualification desired or studying towards.
• Experience of working within a law firm or professional services company preferable.
• Excellent written and oral communication skills.
About the firm
We are a leading international legal business with over 2,400 colleagues and a diverse range of capabilities. We have 11 offices in the UK as well as offices in Dublin, Madrid, Singapore, Chile, Colombia, Mexico and Miami. We also have associations/alliances with firms in Northern Ireland, Malaysia, Hong Kong, Brazil, Peru, Central America, Argentina, the USA, Australia and Germany.
We are known for our market-leading presence in sectors such as Insurance, Health and Real Estate. This is complemented by a fast-growing Business Advisory capability. We represent a wide range of clients, ranging from household names to government departments and NHS bodies. We act for the majority of the top 30 insurance and financial services companies operating in the UK. We are the asset management lawyers for the UK's largest shopping centres and act for 9 of the UK's top 10 housebuilders.
We have an impressive legal pedigree, with 155 Chambers UK 2019 practice area and individual lawyer rankings, including 30 rankings at 'Band 1' level. In Legal 500 UK, 2018, the firm received top tier ranking for 32 of its practice areas and 59 practice areas in the top two tiers. In March 2018, we were named as one of Legal Week's Best Legal Advisors for the third year running, achieving category-leading satisfaction scores for our commercial approach, service delivery, quality of legal advice, communication & responsiveness and overall relationships.
Our vision is to be leading business advisers, recognised for our insight and our outstanding commitment to clients, and for being the place where talented people want to work. For further details on our work and our culture, please visit .
Application Details
DAC Beachcroft is an equal opportunities employer and we welcome applications from every sector of the community. We also welcome direct applications. If this opportunity sounds of interest to you, please make an application and submit your CV. Your application will be dealt with in the strictest of confidence.
The Service Desk provide the first line support and advice to the firm across all processes and policies in relation to the four disciplines within the HR Operations area, and have responsibility for the processing of employee lifecycle documentation and data entry.
Core responsibilities
• Drive an ethos of high quality service delivery to the firm.
• Train and develop the Service Desk Administrators to ensure the team provide professional, high quality and compliant advice and responses in line with company policies and procedures, escalating more complex queries to the Advisors in the HR Operations teams.
• Train and develop the team to ensure they have the generalist HR knowledge, skills and capability to deal with queries appropriately at all times, using the systems in place.
• Manage work demand, distribution, and delivery of the Service Desk.
• Ensure processes are fully mapped and documented and updated in line with legislative changes and best practice, and retained in the catalogue library.
• Identify areas of continuous improvement or added value in relation to all HR transactional systems, processes and procedures, designing and delivering the required changes and escalating these as appropriate.
• Provide Management Information on Service Desk performance.
• Liaise with Service Desk Managers within Finance and IT to ensure consistency and sharing of good practice.
• Own the personnel database Select HR including data integrity and security, compliance, issue resolution, escalation and managing 3rd party service delivery.
• Manage the third party software supplier to resolve and escalate issues in relation to systems performance.
• Provide administrative support and service to the HR Operations team through the Service Desk team.
• Deal with escalations from the HR Service desk.
• Establish and maintain strong working relationships with HR Business Partners and colleagues on the HR Operations management team.
• Undertake projects as and when necessary to support the wider team.
Key skills
• Experience of managing a successful HR Service Desk team, HR Advisors or an ER team required.
• Prior generalist experience in a relevant HR role such as ER Advisor or Manager, HR Advisor or HR BP is required.
• Demonstrated experience of ensuring a focus on service delivery, accuracy and attention to detail.
• Experience of managing multiple stakeholder expectations in a fast paced environment.
• Qualified to a minimum of A' Level or equivalent preferred.
• CIPD qualification desired or studying towards.
• Experience of working within a law firm or professional services company preferable.
• Excellent written and oral communication skills.
About the firm
We are a leading international legal business with over 2,400 colleagues and a diverse range of capabilities. We have 11 offices in the UK as well as offices in Dublin, Madrid, Singapore, Chile, Colombia, Mexico and Miami. We also have associations/alliances with firms in Northern Ireland, Malaysia, Hong Kong, Brazil, Peru, Central America, Argentina, the USA, Australia and Germany.
We are known for our market-leading presence in sectors such as Insurance, Health and Real Estate. This is complemented by a fast-growing Business Advisory capability. We represent a wide range of clients, ranging from household names to government departments and NHS bodies. We act for the majority of the top 30 insurance and financial services companies operating in the UK. We are the asset management lawyers for the UK's largest shopping centres and act for 9 of the UK's top 10 housebuilders.
We have an impressive legal pedigree, with 155 Chambers UK 2019 practice area and individual lawyer rankings, including 30 rankings at 'Band 1' level. In Legal 500 UK, 2018, the firm received top tier ranking for 32 of its practice areas and 59 practice areas in the top two tiers. In March 2018, we were named as one of Legal Week's Best Legal Advisors for the third year running, achieving category-leading satisfaction scores for our commercial approach, service delivery, quality of legal advice, communication & responsiveness and overall relationships.
Our vision is to be leading business advisers, recognised for our insight and our outstanding commitment to clients, and for being the place where talented people want to work. For further details on our work and our culture, please visit .
Application Details
DAC Beachcroft is an equal opportunities employer and we welcome applications from every sector of the community. We also welcome direct applications. If this opportunity sounds of interest to you, please make an application and submit your CV. Your application will be dealt with in the strictest of confidence.