- Professional
- Escritório em Reading
Job Description
Job title: People Services Lead
Reports to: Head of People Services
Location: Dublin or Reading
Purpose of the role:
The People Services Lead specialises in managing key operations within the P&C organisation, ensuring efficient and effective service delivery to P&C colleagues across Central and Retail functions This role is accountable for managing a team of People Service specialists, overseeing day-to-day operations, resolving escalated queries, and driving continuous improvement of P&C processes and services. The role is critical to the delivery of the GBS model.
Key responsibilities:
Accountability for the performance, service delivery, and outcomes of the People Services specialist team within the GBS framework, ensuring alignment with business objectives, continuous improvement, and operational excellence across all supported regions.
Every person impacts the culture at Primark. Our values: Caring (we always strive to put people first), Dynamic (we bravely push the boundaries to stay ahead) and Together (we learn more, laugh more and achieve more as a team) outline how we work with each other, our suppliers, and our partners. We want to continue to create amazing cultures across Primark and need everyone to play their part in making this happen by living our values.
Skills and experience:
Essential
Reports to: Head of People Services
Location: Dublin or Reading
Purpose of the role:
The People Services Lead specialises in managing key operations within the P&C organisation, ensuring efficient and effective service delivery to P&C colleagues across Central and Retail functions This role is accountable for managing a team of People Service specialists, overseeing day-to-day operations, resolving escalated queries, and driving continuous improvement of P&C processes and services. The role is critical to the delivery of the GBS model.
Key responsibilities:
Accountability for the performance, service delivery, and outcomes of the People Services specialist team within the GBS framework, ensuring alignment with business objectives, continuous improvement, and operational excellence across all supported regions.
- Lead, mentor, and develop a team of People Service Specialists, fostering a positive and high-performing work environment, ensuring consistent delivery of high-quality employee centric People services across multiple geographies.
- Impacts the business by contributing to the People Services functional strategy
- Oversee the execution of Core HR processes such as on-boarding, off boarding, employee data management, benefits, and data administration and HRIS transactions aligned to GBS
- Lead the team to deliver excellent P&C service including recruitment, on-boarding, performance management and off-boarding
- Proactively organise and coordinate daily tasks for the team, balancing workloads, and meeting deadlines across weekly, monthly, and annual activities.
- Applies sound professional judgment to adapt team plans and priorities in response to evolving operational challenges, ensuring continuity and quality of People Services delivery.
- Proactively identifies risks and opportunities, adjusting workflows and resource allocation to meet service level expectations in a dynamic GBS environment.
- Oversee the day-to-day operations of the People Services team, delivering timely and accurate resolution of P&C related queries and requests from colleagues and managers
- Drive excellent standards in the quality of all outgoing communication, including letters, documents, and contracts, through regular quality checks.
- Manage the delivery of P&C services across multiple channels, including email, chat, and self-service portal
- Ensure strict adherence to data accuracy and compliance with GDPR and other relevant data protection regulations, safeguarding colleague information and handling sensitive data appropriately.
- Drive excellent customer service across all channels, including the query system and calls, ensuring that queries are triaged, allocated and resolved promptly and professionally. Champion the consistent application of P&C policies and procedures, offering strategic guidance and clear interpretation to both team members, stakeholders, and strategic partners to deliver strict adherence to alignment and compliance.
- Identify opportunities for process improvements and automation, driving efficiency and enhancing the colleague experience
- Provide insights and reporting to P&C leadership and business stakeholders
- Collaborate with the Global Business Services (GBS) function to ensure seamless service delivery and adherence to agreed service level agreements (SLAs)
- Develop a strong partnership with GBS counterparts to ensure operational strategy alignment and accountability
- Allocate resources effectively to meet service level agreements (SLAs) and key performance indicators (KPIs).
- Lead a team which proactively supports GBS transformation initiatives and change management requirements
- Monitor and report on key performance indicators (KPIs) such as first contact resolution (FCR), average handling time (AHT), and customer satisfaction etc.
- Manage appropriately any challenges with compliance to contracted service level agreements, escalating to the Head of People Services where appropriate
- Partner with P&C Business Partners and COE to align and support P&C initiatives
- Stay up to date with industry best practices and emerging technologies in HR service delivery
- Provide insights and reporting to P&C leadership and business stakeholders.
Every person impacts the culture at Primark. Our values: Caring (we always strive to put people first), Dynamic (we bravely push the boundaries to stay ahead) and Together (we learn more, laugh more and achieve more as a team) outline how we work with each other, our suppliers, and our partners. We want to continue to create amazing cultures across Primark and need everyone to play their part in making this happen by living our values.
Skills and experience:
Essential
- Proven track record of leading a People Services team with a GBS model
- Strong understanding of HR processes, policies, and best practices
- Excellent customer service orientation and communication skills
- Ability to manage multiple priorities and work effectively under pressure
- Strong problem-solving and analytical skills
- Experience with HR systems and technologies
- Knowledge of relevant employment and local legislations
- Previous experience in leading and managing a team
- Proven experience leading and managing HR shared services teams in a retail environment
Function
People & Culture
Location
Dublin
Country
Republic of Ireland
Employee Status
Employee - Permanent
Yes
Recruiter's Name & Email Address
Saoirse [email protected]
