About the role

Primary purpose is to provide a comprehensive and professional generalist HR management service in support of the Service Operations function. The primary focus will be on talent management and on providing pragmatic professional and commercial HR support. Working closely with the T&D Specialist, the HR Business Partner will drive effective resourcing, professional employee development, engagement and retention of key talent across all levels within the service operations organisation.

Scope Indicators

  • Proactive support of a client area of c150 employees responsible for delivering high levels of customer service and billable time.
  • Reduction in current levels of turnover
  • Performance against recruitment and selection KPI’s (time to hire, average cost, probation pass rate)
  • Effective in a business in transition environment – directly supporting integration and harmonization
  • Key role in HR Team in developing and deploying new people processes and policies

Key Responsibility Areas

Recruitment & Selection
Working closely with the service operations management team taking shared ownership of the resourcing plan. Driving the generation of appropriate candidate pools to fulfill the resourcing plan in line with agreed timelines. Develop appropriate selection methods and drive right first time recruitment and selection. Working closely with the T&D Specialist develop the induction process and manage its overall deployment. Hold new starter follow up meetings and build engagement through the initial period of employment and beyond. Develop and implement additional assessment tools and the utilisation of psychometric testing. Work with the T&D Specialist to develop a robust induction and on boarding process to ensure all new starters transition into the business smoothly and professionally.

Performance Management
 In support of the new performance management process, ensure that employees have objectives and personal development plans in place. Provide support in the effective implementation of each key stage of the process including objective setting, review, feedback, develop planning and the link into pay review.  Work closely with the service delivery management team to drive consistency and transparency including leading the moderation process. Provide input to drive continual improvements.

Employee Relations
Responsible for consistent application of employment policies and people processes across the service operations organisation.  Working closely with the operational management teams to effectively manage employee relations cases e.g. disciplinary, grievance and absenteeism. Provide support in the professional management of underperformance in line with individual and team/department targets.

HR Process & Administration
Working within the HR Team take responsibility for aspects of the development and deployment of people processes and policies in support of an integrated business. Accountable for compliance within employment legislation and data reporting.

HR projects
Play a proactive and value add role in supporting HR projects which this year focuses on integration and harmonisation.

Key Competency Area

Technical Competency
Candidates must have experience of working in an independent HR Operations role within a technical call centre environment ideally with experience of IT services.

  • Possesses significant and demonstrable experience in a wide range of HR management areas including resourcing, performance management and employee relations
  • Has direct experience of managing high volume resourcing projects for technical roles and has deployed multiple selection techniques to drive right first time selection.
  • Has experience working with Managers to effectively deploy objectives and in monitoring and developing performance
  • Is an experienced practitioner of employee relations policies and processes
  • Is CIPD qualified and/or has an equivalent HR management business qualification

Ability to engage with and influence individuals internally within service operations and also across other functions within GCI. Can effectively support and lead change with their client area. Is able to influence others in order to change priorities and gain commitment to these changes. Has personal credibility for “technical knowledge” and making things happen.Business Relationship Management
Ability to build strong relationships with the service management team based on understanding of the business challenges and supporting

HR requirements.
Is able to consistently deliver value and build stakeholder engagement across Operations. Works with the management team proactively and in partnership.

Planning & Organisation
Is structured and well organised. Has project management capability and develops effective resource and HR operational plans in order meet requirements. Is able to prioritise and plan effectively. Provides effective reporting against agreed HR KPI’s.

Numerical Reasoning
Is able to assimilate operational performance data and determine trends in order to prioritise issues and develop HR improvement plans which drives performance improvement.

Personal Motivation
Demonstrates a passion for talent management and delivering results. Is results oriented setting high standards for self and others.  Proactively looks for opportunities to make improvements to enhance personal & HR functional effectiveness. Takes real ownership for resolving issues and driving employee engagement across service operations.

Adaptability & Flexibility
Is able to plan and gain support to changing priorities. Is able to maintain levels of commitment across the service operations management team through effective communication.

Security Responsibility

Act in accordance with GCIs corporate security standards.

  • IS Security Policy
  • HR Security Policy

HR Business Partner


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