BT Global - Senior Manager - Service Delivery Human Resources - Shared Services Hub (10-15 yrs)

Senior Manager - Human Resources

Why BT Group?

- Weve always been an organisation with purpose; we connect for good.

- You can trace this back to our beginning as pioneers of the worlds first telecommunications company.

- At our heart, were a technology company with research and innovation in our bones, and a desire to be personal, simple, and brilliant for our customers - the values we live by.

- Creating an inclusive working environment where people from all backgrounds can succeed.

- Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale, capable of achieving great things.

- From supporting emergency services, hospitals, banks and keeping economies around the world online, safe, and secure, to delivering large scale innovative technology infrastructure like the creation of BT Sport.

- Today, in this fast changing, always on, digital world, our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before.

- So if you have the drive, optimism, and resilience to help propel us forward, well offer unrivalled personal development, a wealth of opportunities to learn, experience new things, and pursue new careers.

Why this job matters:

- Leading our growing Shared Services Hub in India, you will support colleagues across the UK, AMEA, and the Americas throughout their entire employee lifecycle.

- You will be providing support for a range of processes, including recruitment, vetting & compliance, onboarding & offboarding, in-life support and language services.

- Your role will involve managing global HR service delivery, ensuring consistency and efficiency across regions.

- Working with your UK and Global Service Owners you will drive initiatives to enhance employee experience and satisfaction, leveraging HR technology to streamline processes.

- Additionally, you will ensure compliance with local, regional, and international regulations, and contribute to continuous transformation and innovation in service delivery.

What youll be doing your accountabilities:

- As the Leader of the Shared Services Hub, you will have the unique chance to collaborate with diverse teams across the Globe, predominantly in the UK and India.

- Your Leadership of these critical support teams will help deliver exceptional People and HR services to our colleagues and Line Leaders.

- In this role, you will be responsible for developing strategies to meet the often fluctuating demand and providing thought leadership to enhance the efficiency of Shared Services Hub.

- Working with HR Service Owners across several locations you will drive transformation and innovation within the team, making a significant impact on our overall success of HR.

Key Responsibilities:

Build a High-Performing Team:

- Develop and lead a high-performing Shared Services team that drives results through a simple, easy-to-understand processes and ways of working, ensuring the support is dynamic and efficient.

Continuous Improvement:

- Drive ongoing improvements by standardising, automating, and consolidating processes to support the HR strategy goals.

- Identify problem areas in service delivery, troubleshoot issues, and recommend solutions.

Operational Excellence:

- Ensure operational performance and service excellence within the teams, monitoring performance against defined quality standards and Serviec Level Agreements.

Ongoing Responsibilities:

- Business Partnering: Business partnering Service Owners yo optimise the colleague experience across several geographies.

- Strategy Execution: Continuously execute the strategy, monitoring progress, assessing risks, and adjusting as needed to achieve objectives.

- Data-Driven Decision Making: Regularly use data-driven insights, colleague centricity, and risk assessment to inform decision-making and measure implementation effectiveness.

- Stakeholder Relationships: Maintain and strengthen relationships with key business stakeholders, including colleagues, Sefvice Owners, HR Business Partners, HR Centres of Excellence (CoEs), and external partners.

- Professional Development: Focus on your own and your teams development, staying up-to-date with emerging trends and best practice to keep the team at the forefront of inclusive practices.

- Agile Mindset: Adopt an agile mindset and leverage design thinking principles to understand Service Owners needs, motivations, and expectations, designing better colleague-centered solutions.

The skills youll need to succeed:

Subject Matter Expertise:

- You bring extensive expertise in driving HR shared service operation and transformation.

- You are well versed of the evolution of HR Services but also possess demonstrated experience and have a proven track record of translating that knowledge into practical and impactful action to drive outcomes.

Stakeholder Engagement:

- Success in this role requires emotional agility.

- Working closely with the wider HR teams to co-create the strategy for your area, you are seen as a credible leader and can establish trust and rapport quickly with business leaders, HR leaders, employees, and other key stakeholder groups.

- You can translate and articulate the Operational performance, strategy, drawing linkages between business priorities and broader goals.

Strategic Programme delivery:

- You can build on the strategic vision and goals set by the Group HRS team to design initiatives, policies, and programmes that are both scalable AND tailored to meet the specific needs of your workforce profile.

- You have proven experience in translating strategic goals and translating and tailoring them into impactful programmes.

People Partnering:

- You are emotionally intelligent, adept in leading teams of HR colleagues, demonstrate leadership behaviour, drive a positive, engaged and inclusive team.

Data Analysis:

- You are highly data-driven and are fluent in conducting thorough data analysis to identify risks, areas for improvement and to develop actionable insights to enhance colleague experience within your assigned portfolio.

- You can look beyond the numbers and understand the narrative within the data to shape it into a cohesive and compelling case for change.

Leadership accountabilities:

Looking in:

- Leading inclusively and Safely - I inspire and build trust through self-awareness, honesty and integrity.

- Owning outcomes - I take the right decisions that benefit the broader organisation.

Looking out:

- Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business.

- Commercially savvy - I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

- Growth mindset - I experiment and identify opportunities for growth for both myself and the organisation.

- Building for the future - I build diverse future-ready teams where all individuals can be at their best.

Experience youd be expected to have:

- Significant and appropriate experience of leading an offshore HR service delivery function

- Significant and appropriate experience of working with UK teams remotely to drive successful outcomes

- Sufficient and appropriate experience of driving transformation through processes to uplift colleague experience and drive down cost