HR Shared Services Lead
Twinings
full-time
Posted on:
Location Type: Hybrid
Location: Andover • United Kingdom
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Job Level
About the role
- Own HRSS case triage, prioritisation and resolution with clear SLAs and quality standards.
- Publish service metrics (e.g., SLA adherence, backlog age) and drive improvements in speed and quality of service.
- Act as day‑to‑day escalation for complex operational queries; route ER/Policy and Reward escalations to CoEs per governance.
- Build effective working relationships with HRBPs, Payroll, ER & Policy, Reward and business line managers to ensure smooth workflow hand‑offs, aligned expectations and a joined‑up employee experience.
- Map and maintain “golden path” processes across joiner/mover/leaver, contractual changes, absence, employee data and other HRSS workflows.
- Embed maker–checker and control points for higher‑risk transactions to strengthen compliance and reduce errors.
- Standardise templates, documentation and knowledge articles; ensure policy alignment with ER/Policy.
- Identify opportunities to streamline processes and enhance the manager/employee experience, using data, feedback and best practice to drive operational improvements.
- Ensure data accuracy and GDPR compliance across HR systems; lead routine quality checks and corrective actions.
- Partner closely with Payroll on upstream data integrity and issue prevention.
- Produce operational metrics (SLA performance, first‑time‑right, cycle times) and drive continuous improvement actions.
- Lead, coach and develop Advisors/Coordinators; embed regular 1:1s, huddles, coaching moments and rota/workload planning.
- Build confidence, consistency and a service mindset across the team.
- Coordinate HRSS inputs into the HRIS project process mapping, data cleansing, UAT and cutover tasks.
- Support the adoption of new HRIS ways of working post‑go‑live.
- Ensure the project deliverables strengthen long‑term HRSS process governance and operational maturity.
Requirements
- Proven leadership in HR Shared Services / People Operations - with hands‑on case / SLA ownership and workflow oversight.
- Strong process mindset with experience establishing controls, SOPs and knowledge bases.
- Solid HR data and GDPR understanding; practical partnership with Payroll and other specialist teams.
- Demonstrable coaching capability and team development.
- Experience contributing to HRIS / system change (design, testing, adoption) in a live BAU environment.
- Excellent stakeholder management and communication skills; able to simplify the complex and influence without positional authority.
- CIPD Level 5 (or equivalent)
- **Desirable**
- Exposure to service dashboards, process improvement methodologies and/or continuous improvement toolsets.
- Experience working within a devolved business model, multi‑site or international HR operations
Benefits
- Yearly bonus based on personal contribution and financial performance
- Flexible working options
- 25 days holiday plus 8 bank holidays and the option to buy and sell holidays
- Onsite Gym and Wellbeing Centre
- Perkbox – employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more
- Pension scheme with your contributions matched for up to 10% of your salary
- Cycle to work scheme
- SimplyHealth Cash plan
- Onsite Staff shop and online staff discounts
- Electric Car Scheme
- Access to LinkedIn Learning
- Access to ABF Networking, connect, collaborate, and grow across the ABF Group.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HR Shared ServicesSLA managementprocess improvementdata accuracyGDPR complianceHRIScoachingworkflow oversightoperational metricscontinuous improvement
Soft Skills
leadershipstakeholder managementcommunicationteam developmentinfluenceproblem-solvingrelationship buildingservice mindsetprocess mindsetsimplifying complexity
Certifications
CIPD Level 5