HR Support Helpdesk Manager (mat Leave - FTC 12 Months)

Waystone leads the way in specialist services for the asset management industry.

*Partnering with institutional investors, investment funds and asset managers, Waystone builds, supports and protects investment structures and strategies worldwide.**With over 20 years’ experience and a comprehensive range of specialist services to its name, Waystone is now serving assets under management in excess of $2Tn.*Waystone provides its clients with the guidance and tools to allow them to focus on managing their investment goals with confidence.

Summary: The interim HR Support Helpdesk Manager will be an integral part of the team’s success. They will oversee and streamline a centralized set of HR services that support the wider organization, including employee data management, onboarding, benefits administration, payroll, performance, engagement etc. Their goal is to deliver efficient, consistent, and high-quality HR services while reducing costs and improving employee satisfaction.  

           

ESSENTIAL DUTIES AND RESPONSIBILITIES

Transformation:

• HR Processes:
  • Assess and revamp standardized HR processes, including payroll, benefits administration, employee onboarding, and data management.
  • Collaborate with P&D leaders to align processes with company policies and best practices.
  • Lead initiatives to automate repetitive tasks, integrating technology where possible to improve process efficiency.
• Create a Employee Service Centre Model:
  • Build and manage a centralized support center for employee inquiries, utilizing tiered support levels to resolve issues efficiently.
  • Establish clear escalation paths to ensure complex issues are routed to the appropriate specialists.
  • Track and report on service center metrics, such as call volume, ticket resolution time, and customer satisfaction.
• Establish and Manage KPI’s:
  • Define and implement KPIs to measure the performance of HR shared services, such as response time, case resolution rate, accuracy and employee satisfaction.
  • Regularly review and analyze KPI data to identify trends, areas for improvement and process bottlenecks.
  • Report on KPIs and key metrics to leadership and use findings to continuously improve service quality.
• Develop SLA’s:

  • Create SLAs for key HR services, setting clear expectations for service delivery timelines, response times, and quality standards.

  • Monitor adherence to SLAs and take corrective actions to resolve any issues or delays that impact service delivery.

  • Communicate SLAs to stakeholders across the organization to ensure alignment and transparency.

Leadership:

• Assess and anticipate HR-related needs, including proactive communication and business management.
• Formulate partnerships across the function to deliver value added service to management and employees that reflects the business objectives of Waystone globally.
• Work closely with management and employees to improve work relationships, build morale, increase productivity and retention.
• Support the Global People team as and when required on strategic project work.
• Nurturing, coaching and mentoring team members.
• Act as a point of escalation and support for the team and business in complex/critical issues.

REQUIREMENTS

Experience:

• 5-7 years in HR Shared Services role.
• Delivery focused and able to demonstrate a highly customer centric service.
• A demonstrated ability to lead and positively influence colleagues and team members.
• Must be highly adaptable, with exceptional communication, influencing and coaching skills.
• Must be efficient with a can-do attitude.
• Understand operating in a COE model and how to leverage those relationships to deliver large scale projects.
• Demonstrate a high level of computer literacy and superior interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals
• Demonstrate a proven ability in attention to details and data management.

Education:

• Minimum of a Bachelor’s Degree educated with a recognized professional HR designation (e.g. CIPD, GPHR etc.)
• A minimum of 6+ years’ direct experience at a Manager or similar level within a Shared Services Model.