HR Service Delivery Manager

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HR Service Delivery Manager

• Join an HR Division that's driving improvement to build for the future
• Lead, shape and deliver high-quality HR services across NFU Mutual
• Hybrid 80% homeworking available and 20% in Stratford-Upon-Avon

About the role

We're making some exciting changes to the HR Division at NFU Mutual. With future-proofed capabilities, technology enabled systems, high engagement and improved career paths high on the agenda, this is a great time to join the team. This brand-new HR Operations and Service Delivery Manager role will own and oversee our proposition, ensuring we're firmly future focused and meeting the needs of the business.

As the HR Operations and Service Delivery Manager at NFU Mutual, you'll lead the HR Service Delivery team to ensure excellence in service performance. You'll provide a streamlined, efficient layer that centralises and manages all aspects of service delivery. Managing the execution of all operational tasks across the HR Division, you'll also promote the effective use of HR technologies and processes.

Reporting to the Head of HR Service Delivery, you'll play a pivotal role in shaping and executing strategies that align with our HR Division's objectives. Leading a dedicated team, you'll ensure the delivery of high-quality HR services that meet the needs of our employees and stakeholders. This role is all about driving continuous improvement, from refining HR processes to implementing changes that boost efficiency and enhance the overall employee experience.

Collaborating closely with HR leadership and other business partners you'll ensure our services align with evolving requirements. Taking charge of developing frameworks for efficient query resolution, your aim is for a seamless first-time resolution experience for our employees. Managing the team, monitoring service performance against SLAs, and leading key HR activities are all part of your mission to deliver excellence. Through your proactive leadership, you'll ensure quality assurance and use data insights to identify opportunities for improvement, making a real impact on both the team and the organisation.

This role is based in our Tiddington Head Office, just outside Stratford-Upon-Avon. However, we understand how important a positive work-life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 80% of your hours from home.

About you

You're a strategic thinker who aligns HR service delivery with the organisation's goals. Your communication skills are strong, allowing you to engage effectively with stakeholders at all levels. Passionate about leading and coaching teams, you instinctively create a positive environment for growth. With experience in data analysis for service optimisation, you leverage insights to enhance processes and drive efficiencies. With a clear focus on continuous improvement, you proactively solve issues to ensure smooth operations.

To join our team, you'll also have:

• Relevant professional qualification, for example CIPD, or equivalent relevant experience
• Extensive experience of leading and managing a team ideally within an HR/People function, with HR knowledge and understanding of regulations
• Experience in gathering customer feedback, leading change and driving improvements to enhance satisfaction and service delivery.
• Proven ability to manage service performance metrics, ensuring services meet quality assurance and speed standards.
• Understanding of HR policies, processes and HR and Learning Management Systems.

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary up to £65k dependant upon experience
• Annual bonus (up to 25% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• A Family Friendly policy that helps you balance your work and family responsibilities
• Private medical insurance + options to add family members
• Access to savings at High Street brands, travel and supermarkets
• £20 contribution to a monthly gym membership - subject to T&Cs
• Health and wellbeing plan - cashback for dentist, opticians, physio and more
• Employee Volunteering - volunteer in the community for one day each year
• Unlimited access to Refer a Friend £500 bonus scheme
• Life Assurance cover of 4 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.

Working at NFU Mutual

We're one of the UK's leading general insurance and financial services companies. For over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being "a great place to work" and we're one of only 60 companies across the globe to receive a Gallup Exceptional Workplace 2024 award, and one of only 2 companies to receive the award for the ninth consecutive year. We were also named in the LinkedIn Top 25 Companies List 2021, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023 and 2024.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.