HR Service Centre Manager

Are you an experienced HR Service Centre leader with a passion for delivering outstanding customer service and driving continuous improvement?

We're looking for an HR Service Centre Manager to lead our team through an exciting and fast paced period of transformation and development. Supporting approximately 4,500 colleagues across the Group, you'll lead a talented team responsible for delivering high-quality HR administration and HR systems services throughout the employee lifecycle.

This is a fantastic opportunity to make a real impact by improving processes, developing team capability and helping shape the future of HR service delivery. Working closely with colleagues across the People team and wider business, you'll ensure our HR Service Centre continues to provide an accurate, reliable and customer-focused service while driving innovation and best practice.

What you'll do

As HR Service Centre Manager, you'll:

• lead, coach and develop the HR Service Centre team, creating a positive, high-performing culture focused on service excellence
• ensure the delivery of an accurate, efficient and customer-focused HR service, meeting agreed service level commitments
• drive continuous improvement initiatives across HR processes, systems and ways of working to enhance the colleague experience and improve efficiency
• monitor service performance, reporting, trends and customer insights to identify opportunities for improvement and proactively resolve issues
• work collaboratively with HR, Payroll, IT and other business stakeholders to deliver process enhancements and transformation projects
• maintain high standards of data integrity, compliance and governance across HR administration, systems and employee records
• act as an escalation point for complex HR, payroll, policy and systems queries, ensuring effective and timely resolution
• support key People initiatives, including annual pay review activity, corporate reporting and wider HR Operations priorities.

What you'll need

We're looking for a customer-focused leader who combines operational excellence with a passion for continuous improvement.

You'll have:

• significant experience leading teams within an HR Operations, HR Shared Services or Service Centre environment
• a strong track record of innovation, developing high-performing teams and delivering excellent customer service
• experience working with HR systems, reporting tools and data analysis, with strong Excel skills and the ability to use insight to drive decision-making
• the ability to identify opportunities for improvement and deliver practical solutions that add value to both colleagues and the business
• strong stakeholder management and communication skills, with the confidence to influence and collaborate across a wide range of functions
• a good understanding of HR processes, employment legislation, governance and data protection requirements
• excellent organisational skills, with the ability to balance operational priorities alongside improvement and transformation activity
• degree-level qualifications or equivalent experience. CIPD Level 5 (or working towards) would be advantageous.

Why join us?

This is an exciting opportunity to lead a team that sits at the heart of the employee experience. You'll join a collaborative People team, work with a broad range of stakeholders and play a key role in shaping future HR service delivery through continuous improvement, innovation and transformation.

If you're passionate about delivering exceptional service, developing people and driving positive change, we'd love to hear from you.

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to sell up to five days of holiday every year.
• The opportunity to buy up to ten days of holiday each year (subject to conditions).
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• Access to an interactive health and wellbeing platform.
• Support from trained mental health first aiders.
• A £1,000 referral fee if you recommend someone who is successfully recruited by us. 

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
• YTL Developments – a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
• YTL Live – the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
• plus a number of other retail, environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.