Employment Operations Manager

Job Purpose

To ensure the operational effectiveness of the HR Advice department for both internal and external stakeholders with a constant focus on exceptional service delivery and service provision enhancements.

Job Overview

The successful candidate will oversee the day-to-day operational management of the department and the output of work. They will ensure individual and departmental adherence to all SLAs, KPIs and quality standards whilst maintaining first class service delivery for our 24/7 365 operation.

Day-to-Day Responsibilities

• Build and maintain an effective, cohesive and innovative service function, providing leadership and ongoing support to team members and colleagues.
• Effectively manage workloads, in line with departmental requirements, and adherence to all SLAs whilst delivering first-class service.
• Monitor and review individual and team performance activity daily, providing detailed periodical operational reports as required.
• Consistently review internal KPI metrics ensuring they are aligned with business objectives and ensuring maximum efficiency without impact on quality of service.
• Manage department projects and facilitate communication to ensure success in implementation and delivery.
• Work with our IT function to ensure our IT, Telephony and Infrastructure are best in class and meet existing and future operational requirements.
• Work with Business Intelligence to consistently deliver, review and evolve our operational reporting suite and quickly identify any trends based to drive operational effectiveness.
• Expansion and updating of employment law content on our internal AI system BrAInbox with continual focus on enhancing service provision.
• Management of internal library resources such as the letter generator so that template letters and guidance documents, etc. are kept up to date and commercially focused.
• Ensure awareness and understanding of additional services within the Group driving business development opportunities within the department.
• Conduct mentoring, one to one and bi-annual appraisal meetings with team members.
• Identify training needs, themes and trends as well as areas for improvement and communication of these across the department.
• Deal with client complaints and any service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions.
• Manage resource planning for the department ensuring the service is effectively covered 24/7.
• Ensure a regular presence in our Cork office.
• Lead on recruitment for the department ensuring that staffing levels are maintained, and staff attrition is reduced whilst ensuring any areas of concern are highlighted and appropriate solutions proposed.
• Conduct, where necessary, any formal meetings such as disciplinary or grievance investigations providing relevant outcomes in line with the procedures contained within the Employee Handbook.
• Participate in external training events and conferences for clients and prospective clients, and to represent the business in external media events, to include radio interviews.
• Flexibility with work times as there may be occasions, particularly due to the 24/7 nature of our Advisory service, where you will be required to complete work outside of core hours, conduct training or team meetings, or resolve IT or operational issues.
• Carry out any other tasks deemed necessary by the Management Team.

What you Bring to the Team

• Strong organisational skills with the ability to drive multiple projects at any one time whilst maintaining strategic focus on operational management
• Exceptional leadership skills and the ability to provide constructive feedback
• Awareness of what forms an exceptional client experience
• Excellent proficiency in the use of Microsoft Office software
• Strong reporting skills and ability to analyse data
• Excellent communication and people management skills
• Capability to work under pressure with a solutions-based approach
• Contribution to business growth and service improvements

48188SK

INDIRE