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The Service Centre Director will be required to establish the Service Centre. Once up and running the role is accountable for the delivery of HR service, measured and monitored to ensure all agreed SLA’s and KPI’s are met. The role leads and develops teams to deliver exceptional service putting customers at the forefront of any “transaction”. The role is part of the Senior leadership team and is pivotal in ensuring HR delivers efficiently and effectively and is accessible to all.
Review and continually improve HR processes , controls and procedures with robust compliance and governance in place
Lead the performance or the Service team to deliver exceptional service. Ensure the people are developed, motivated and available to deliver all services
Ensure regular service reviews with customer re performance and feedback
Work closely with all HR to ensure collectively an excellent HR service is delivered
Responsible for HR supplier management
Produce regular ,accurate and meaningful MI and reporting.
Work closely with HR systems team to ensure maximum use of technology to enable service delivery. To lead technology change requirements to ensure service is automated wherever possible and it is simple for the user navigate.
Play a lead role in embedding the new HR Operating Model and ensuring success Visible role model in terms of our values, behaviours and required leadership
Managing the performance and delivery of the outsourced service suppliers in conjunction with team leads, procurement and contract management
Ensure integration across HR to deliver a high quality , valued HR service that helps to develop management capability and the desired organisational culture in line with our strategy
Work in partnership with the HR Leadership Team to identify emerging themes and business critical issues that can be addressed by the Service centre teams.
Ensure successful delivery of cyclical people activity and work closely with Operational HR and specialist HR teams to ensure executed well.
Ensure that expertise and thinking is disseminated across the HR function in order to develop HR capability and ultimately enhance the service offer to the business
Drive innovation to ensure the continuous improvement and development of fit for purpose tools for the business and HR to use
Lead on the response to external press and people risk on behalf of the company (as appropriate)
Lead on behalf of HR across pan forums (as appropriate)
KNOWLEDGE, TRAINING AND EXPERIENCE
Advanced IT skills
RSA III/NVQ 3 or equivalent.
Trained and experienced at intermediate level in a range of software packages
Good standard of English & Numerate
Advanced secretarial skills such as audio and voice recognition software
At least 2/3 years experience in a secretarial environment
AREAS OF EXPERIENCE AND KNOWLEDGE:
The ability to organise and prioritise own workload within any specified guidelines where guidance
is not readily available, but at set intervals
Proficient in diary management co-ordinating appointments to ensure best use of Managers’ time
Experience of transcribing formal minutes of meetings.
Independent/lone working and team working skills
Experience of adapting to change and managing work in a changing environment
Evidence of ability to be flexible and show initiative, sensitivity and enthusiasm to work
Free job description HR Services Director
Senior/Director level experience of leading HR Service teams in a large, complex organisation
Experience of HR Service delivery , HR systems (SAP HR), and working to SLA’s/KPI’s
Experience of setting up, leading and developing large high performing teams from scratch.
Understanding of current best practice and its practical application to the employee lifecycle
Track record of delivering strategic initiatives that enhance business performance
Proven experience in managing the client relationships at a strategic level
Proven experience of managing budgets successfully
Demonstrates resilience in a complex, challenging environment
Able to build strong, trusted relationships across the function, the company and externally
Exceptional communicator; an ability to influence and persuade at Executive Level
Confident using data and insight to create leading edge, innovative tools/solutions
Fellow CIPD qualified or equivalent experience at Director Level
Is a leader of People, representing the function internally and externally
Lead expert within the company on HR Service delivery through HR technologies.
Develop a strategy and plan for HR Services to ensure policies, procedures, processes and technologies are fit for purpose.
Proactively lead and continually improve the service delivery across with the aim of delighting customers with the services offered
Deliver consistently to an agreed service level agreement and Key Performance indicators