People Services Manager London, England
Job description
An exciting opportunity has arisen for a dynamic, motivated and innovative HR professional to join Central and North West London NHS Foundation Trust’s People Services Team.
As the People Services Manager, you will provide employees and managers across the Trust support and guidance on HR queries. You will manage the team responsible for actioning transactional changes in ESR and HealthRoster ensuring the changes are completed in line with the Trust payroll deadlines to avoid payment issues . In addition to processing change of circumstances, you will be responsible for ensuring the team meet the Trusts expectations in relation to the other transactional processes the team are responsible for.
You will build and maintain credible and productive relationships by working closely with specialist teams in the HR department, including; HR Business Partners, Learning and Development, Recruitment, Rostering and Workforce team. You will also build strong links to senior managers and directors in our clinical teams. One way you will achieve this is by developing a good understanding of their service and how HR can support them in achieving the best clinical care.
You will be an example to the team by demonstrating excellent customer service and knowledge of ESR, Greenlight and HealthRoster as well as any other relevant HR experience.
Working with your deputy manager to ensure the team are responding to staff queries about HR and HR systems via, phone calls, emails and in person. You will act as an escalation point where necessary.
Responsible for ensuring the team action manager requests for changes to staff records in HR systems working to payroll deadlines.
Maintaining compliance for key areas including but not limited to DBS, Right to Work and Professional Registrations.
CNWL provide care across the North West London, Milton Keynes and the South East of England. We provide a variety of care including community care, mental health, sexual health, health and justice etc. Being a large Trust covering a variety of services across a large geographical area, HR is a fast paced, busy environment. We are currently undergoing an improvement plan to develop on how we provide our services to support our clinical teams. Our organisation is driven by our strategic objectives and organisational values and we look for people who are strongly aligned with them. We have a great team that work well together.
Probation Period
This post will be subject to a probationary period of 13 weeks.
During the probationary period, your suitability for continued employment will be assessed and provided a satisfactory standard is achieved and maintained, your employment will be confirmed. The probationary period may be extended or your employment terminated either during or at the end of probation, in line with the trust Probationary Policy. For the duration of the probation period, the notice period will be in line with contractual obligations on either side.
Customer Service and Advice
Develop a detailed knowledge of workforce Standard Operating Procedures (SOPs) and be able to direct queries to a successful and complete resolution, by providing information and advice on a wide range of topics and issues across the directorates functions.
To work to the Trust’s SOPs to resolve requests and when using Workforce Systems, taking care to implement key actions accurately and completely, aiming to meet operational target dates, deadlines and other priorities
To provide information and advice relating on application of the Standard Operating
Procedures to other team members, work colleagues, managers and employees where this helps them deliver robust business outcomes.
To use language that is appropriate when providing advice and support – helping customers to understand the systems and processes they are working to, helping them to gain knowledge, understanding and confidence in day to day actions.
To use customer interactions as opportunities to identify, suggest and implement changes to continuously improve efficiency and customer service and ensure SOPs are updated with processes for new requests.
To respond helpfully and efficiently to queries via the intranet, telephone and video
conferencing within agreed Service Level Agreements (SLAs). Where appropriate, using standard letters or responses
To be aware of GDPR guidelines and in every aspect of data management, consider the requirements of confidentiality and data security for all personal information, ensuring all communications are handled appropriately within Trust policy and guidelines and highlighting and potential data breaches for the attention of senior management.
To use the experience of colleagues and partners, continue to develop an understanding of the whole operation environment (legislation, policy and processes) that impact data management and the business outcomes for the Trust, managers and employees.
To work collaboratively with team members to provide a consistent customer experience and excellent service that maintains high levels of customer satisfaction.
Coordinate and plan activities such as working towards payroll deadlines, maintaining systems and responding to queries in a timely manner.
Support users with accessing and good practice use of workforce systems, providing advice and guidance over the telephone, or online.
Communication & Personal Development
To escalate issues that arise in a timely fashion so that they can be resolved quickly.
To use the experience of colleagues and partners, continue to develop an understanding of the whole operation environment (legislation, policy and processes) that impact data management and the business outcomes for the Trust, managers and employees.
Attend regular departmental meetings and other internal meetings as and when necessary, undertake and or assist in projects as and when required.
Be able to liaise with internal and external stakeholders, providers and partners, such as other workforce directorate departments, systems suppliers and SBS for pay and pension queries.
Maintain professionalism and to be able to empathise during difficult conversations.
Systems and Reporting
To develop and maintain an advanced knowledge of the key workforce systems being used by the Trust, to be able to use these systems effectively to update appropriate records with confidence and accuracy.
To review and validate information received from employees and managers in respect of Standard Operating Procedures, with the requirement to follow Standard Operating Procedures, raise issue of concern for clarification before processing. referring back, querying or returning, as appropriate, apparently incomplete or inaccurate information, referring unresolved difficulties to line manager.
To review transactions and support requests to identify issues received after deadlines and agree, with managers, appropriate remedial actions and exception reporting – including actions outside the deadlines that avoid underpayment and overpayment situations.
To support the introduction of new procedures and to implement revised HR or payroll processes.
To explore new systems that would improve the performance of the team and support in the implementation of those systems.
To plan input to ensure timetables are met, working with the Workforce Systems Manager, Head of Resourcing, Head of Temporary Staffing and Rostering Manager to meet operational target dates and deadlines. Where necessary, clarify requirement with managers about priorities.
Be able to verify information updated in systems is correct and take remedial action or escalate any errors
To ensure that information is held and communicated in line with Trust data protection policies and procedures.
Run and compile routine reports for internal and external clients, and directorate archives from a range of systems to measure and validate performance.
To help resolve potential delays in transaction processing due to incomplete forms or failure to complete all required activities directly with managers or through collaborative work with employees throughout Workforce, Payroll and Finance.
