Ladbrokes Coral Group

Team Leader - HR Shared Services - Nottingham

Nottingham, Nottinghamshire
13 Jun 2018
23 Jun 2018
Job Type
Full Time
Team Leader - HR Shared Services - Nottingham

About The Role

We have a fantastic opportunity for an experienced HR Team Leader to join our established leadership team working within our HR Shared Services department at Ladbrokes Coral Group. Role Purpose You will be responsible for a team of up to 10 HR Coordinators, who on a daily basis provide transactional and first line advisory support to our employees within our shops and support office.On a day to day basis you will oversee the activity of your team, working with them to drive performance and deliver outstanding customer care to our employees that contact us daily.

With an ambition for developing people, you will coach and develop your team through regular performance reviews and 121 sessions, as well as providing feedback to help understand how they can progress within their roles. You will review your team's performance against our agreed SLA’s and KPI’s and manage this within our performance management principles. Key Responsibilities 
  • HR case management queues and day to day duties of the team
  • Support the provision of a timely, consistent HR call centre service to managers, employees and external parties ensuring compliance with employment legislation, Ladbrokes policies and good employment practice
  • Managing the team to ensure adequate cover is available to meet case and call volumes across agreed operating hours
  • Lead and develop the team in order to ensure they meet objectives and are delivering a high quality administrative service to employees, line managers and other areas of HR including Centres of Expertise and HRBP's
  • Plan and allocate ESS/MSS workflow and case management to ensure effective distribution of work.
  • Coach and develop individual members of the team to help develop them to reach their full potential 
  • Assist in the development/improvement of procedures and application of policy, ensuring that all written procedures and how to guides are kept up to date
  • Conduct Monthly 121’s with the team, and deliver performance appraisals, probationary reviews, return to work interviews, and other such activities
  • Support with audits and quality reviews to ensure data accuracy and adherence to policy/process/SLAs and KPIs
  • Act as first point of escalation / query resolution for all HR Coordinators within the team
  • Provide regular training to new and existing team members
  • Subject matter expert on all process/procedures falling within the HRSS team remit
  • Conduct audits of Oracle data, and quality reviews to ensure data accuracy and adherence to policy/process
  • Process all HRSS team administration in line with work instructions and procedures, SLAs and Ladbrokes policies and where appropriate, ensure the correct escalation of queries or cases to Team Leader and / or Subject Matter Experts
  • Candidate Requirements 
  • High volume call centre / HR consultant environment
  • Previous experience of developing and continually improving HR processes and procedures
  • Working to SLAs, KPI’s policies and procedures
  • Working with confidential & sensitive matters and paperwork
  • Providing advice and guidance to stakeholders and teams
  • Shared Service/call centre environment (preferred)
  • Involved in continuous improvement projects (preferred)
  • Strong communication skills with the ability to influence and build good working relationships at all levels
  • Team management
  • Calm under pressure
  • Highly organized /able to priorities Strong Written communication skills
  • Proficiency in MS Office (Word, Excel, Powerpoint)
  • Ability to solve problems
  • High team ethic – willing to support colleagues and get involved
  • Experience of Oracle HR & payroll systems, workflow and case management tools (preferred)
  • GCSE English & Maths
  • Working towards professional CIPD qualification or qualified (preferred)

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