About the Role

At The Open University, we believe that where you start in life shouldn’t limit where you can go. Established over 50 years ago, The Open University is committed to providing accessible education to anyone, anywhere in the world. Our unique approach to education has transformed millions of lives, and we are continually innovating to help more people succeed.

Through initiatives like our partnership with the BBC, OpenLearn and digital pioneering distance learning methods, we reach more people than any other university, offering flexible, distance learning that fits into any lifestyle. We proudly serve all four nations of the UK, making higher education accessible for all.

About the Role 
 
The People Services Hub Operations Manager will lead our Tier 1 first line people/HR support and administration teams. Focusing on delivering a colleague-centric service, offering support and guidance, to all colleagues across the University, in the moments that matter. 

Reporting to the Senior Operations Manager, and working alongside Advisory and Recruitment Operations Managers, you will manage first line people support services, optimising team performance and driving service efficiency and effectiveness through process review, technology utilisation and best practice. 
 

Key Responsibilities

• Proactively lead, manage and develop Tier 1 - Team Managers to build and retain a highly engaged, skilled and capable team that meets business needs.
• Actively managing the day-to-day service, ensuring key business targets, SLAs and KPIs are met. Achieving quality expectations, building credibility and ensuring adherence to legal and technical compliance obligations.
• Manage workload allocation and capacity planning to ensure that customers are responded to efficiently and effectively via their preferred channel of communication (telephone/email/self service).
• Address and support resource challenges, minimising absence and attrition wherever possible.
• Ensuring that teams are skilled, and developed, to undertake the core attributes of their role - providing information that is right first time and meets the needs of our customers.
• Collaborate with the Operational Enablement team to ensure end to end Tier 1 process documentation is regularly reviewed, up to date and maintained appropriately.
• Collaborate with broader People Hub teams and university stakeholders to support the ongoing development of efficient HR process, systems and resources that enable and support colleague and manager self-service.
• Support the Senior PS Operations Manager in embedding a high trust, continuous improvement culture focused on improving our services and ways of working for both our teams and our colleagues.
• Proactively contribute to regular evaluation and development of service standards and delivery, to ensure operational excellence. 
• Serve as a role model by partnering with internal/external colleagues and stakeholders to foster broader organisational learning and business acumen, amongst all team members.
• Support the ongoing review, development and implementation of core HR Systems, processes and operational change projects. 
• Act as a point of escalation, exercising judgement and using initiative in dealing with complex issues, interpreting and applying procedures and guidelines to achieve the desired outcome in a manner proportionate to any associated risks. 
• Champion a user-centric approach to service delivery, ensuring feedback is regularly gathered and used to improve processes and services.
• Supporting the Senior PS Operations manager in developing, producing and analysing data and performance MI that supports data-driven decision making and service efficiency and effectiveness.
• Take accountability for data integrity in systems and ensure appropriate and relevant audit controls are in place and to comply with GDPR legislation.
• Attend and actively lead in team meetings and hub wide developmental activities.
• Stay informed about emerging HR operational process, technology and service delivery trends and best practices, applying this knowledge to enhance the delivery of our services.
   

Skills and Experience

The role holder needs extensive experience in leading and managing HR Shared Services or Operational teams. They are a people focused inspiring leader who engages and motivates teams. They are an effective communicator skilled at building strong relationships, influencing outcomes and delivering lasting solutions. 

Essential:

• Proven experience and expertise in leading and managing operational teams in a HR Shared Services environment, or equivalent. 
• Strong leadership skills with a focus on developing and motivating teams to achieve service excellence. 
• Experience in performance management, resource planning and process and service optimisation. 
• Experience of designing and developing employee centric processes across the end-to-end employee lifecycle with a focus on automation/GenAI and self-service.
• Strong analytical skills with the ability to utilise performance data and metrics to identify trends, areas for improvement.
• Demonstrates behaviours aligned with the OU’s Values: Inclusive, Innovative, Responsive
• Driven to make a difference; is delivery and outcome focused.
• Able to adapt and respond to a change in direction effectively.
• Able to add value and make an impact despite uncertainty and ambiguity. 
• Stays calm and delivery-focused despite multiple tasks, priorities, and deadlines.
• Thinks ahead, prioritises, aligns necessary resources and plans as necessary.
• A strong commitment to excellence in working with a diverse student population.

Desirable:

• Experience with SAP Success factors.
• Experience of working with HR Case management solutions.
• Professionally CIPD qualified (minimum level 5).

Essential Requirements

As part of the application process, you will be expected to submit your CV and a Supporting Statement (maximum of 1000 words) that demonstrates how you meet the essential / desirable criteria listed above. Flexible working patterns will be considered.

It is anticipated that a hybrid working pattern can be adopted for this role, where the successful candidate can work from home and the office. However, as this role is contractually aligned to our Milton Keynes office it is expected that some attendance in the office will be required when necessary and in response to business needs. We anticipate this being at least twice per month. 

*Early Close:  We reserve the right to close adverts sooner than the closing date.