HR Support Helpdesk Manager (Mat leave - FTC 12 months)

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Waystone leads the way in specialist services for the asset management industry.

Partnering with institutional investors, investment funds and asset managers, Waystone builds, supports and protects investment structures and strategies worldwide. With over 20 years' experience and a comprehensive range of specialist services to its name, Waystone is now serving assets under management in excess of $2Tn. Waystone provides its clients with the guidance and tools to allow them to focus on managing their investment goals with confidence.

Summary: The interim HR Support Helpdesk Manager will be an integral part of the team's success. They will oversee and streamline a centralized set of HR services that support the wider organization, including employee data management, onboarding, benefits administration, payroll, performance, engagement etc. Their goal is to deliver efficient, consistent, and high-quality HR services while reducing costs and improving employee satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Transformation:

• HR Processes:
  • Assess and revamp standardized HR processes, including payroll, benefits administration, employee onboarding, and data management.
  • Collaborate with P&D leaders to align processes with company policies and best practices.
  • Lead initiatives to automate repetitive tasks, integrating technology where possible to improve process efficiency.
• Create a Employee Service Centre Model:
  • Build and manage a centralized support center for employee inquiries, utilizing tiered support levels to resolve issues efficiently.
  • Establish clear escalation paths to ensure complex issues are routed to the appropriate specialists.
  • Track and report on service center metrics, such as call volume, ticket resolution time, and customer satisfaction.
• Establish and Manage KPI's:
  • Define and implement KPIs to measure the performance of HR shared services, such as response time, case resolution rate, accuracy and employee satisfaction.
  • Regularly review and analyze KPI data to identify trends, areas for improvement and process bottlenecks.
  • Report on KPIs and key metrics to leadership and use findings to continuously improve service quality.
• Develop SLA's:
  • Create SLAs for key HR services, setting clear expectations for service delivery timelines, response times, and quality standards.
  • Monitor adherence to SLAs and take corrective actions to resolve any issues or delays that impact service delivery.
  • Communicate SLAs to stakeholders across the organization to ensure alignment and transparency.

Leadership:

• Assess and anticipate HR-related needs, including proactive communication and business management.
• Formulate partnerships across the function to deliver value added service to management and employees that reflects the business objectives of Waystone globally.
• Work closely with management and employees to improve work relationships, build morale, increase productivity and retention.
• Support the Global People team as and when required on strategic project work.
• Nurturing, coaching and mentoring team members.
• Act as a point of escalation and support for the team and business in complex/critical issues.

REQUIREMENTS

Experience:

• 5-7 years in HR Shared Services role.
• Delivery focused and able to demonstrate a highly customer centric service.
• A demonstrated ability to lead and positively influence colleagues and team members.
• Must be highly adaptable, with exceptional communication, influencing and coaching skills.
• Must be efficient with a can-do attitude.
• Understand operating in a COE model and how to leverage those relationships to deliver large scale projects.
• Demonstrate a high level of computer literacy and superior interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals
• Demonstrate a proven ability in attention to details and data management.

Education:

• Minimum of a Bachelor's Degree educated with a recognized professional HR designation (e.g. CIPD, GPHR etc.)
• A minimum of 6+ years' direct experience at a Manager or similar level within a Shared Services Model.