Head of People Services

Key Responsibilities

• Lead the team who provide high volume first level triage and advice on Payroll related matters and partner with Payroll Operations on escalations and Tier 2 queries.
• Coach the ER advisory team who triage and / or manage all People Leader cases across matters such as Attendance, Performance & Behaviour and HDB.
• Drive the transformation of P&C processes, systems, and operational management in partnership with Service Owners to improve service delivery and enhance self-service capabilities for employees.
• Deliver data-driven insights to extended leadership teams across P&C and the business to inform areas of development and focus
• Develop and govern the Knowledge Management Framework to ensure consistent and effective delivery.
• Lead efforts to optimise service delivery, focusing on cost efficiency, service quality, team capability, and customer satisfaction.
• Monitor and maintain performance and service-level agreements (SLAs) to ensure high-quality service delivery.
• Manage customer engagement across multiple channels, including the phone line and ServiceNow (People Services Portal).

Qualification & Requirements

Ideally, you will have extensive experience in HR operations, including managing high-volume service delivery and display a track record of implementing impactful process improvements and achieving measurable outcomes in performance and service levels. You will be experienced at delivering business advisory services in-line with legislative compliance and workplace policies. Exceptional stakeholder engagement, problem-solving skills, and the ability to lead change in complex environments are essential.

You’ll also need:

• Knowledge of employment legislation and industry trends to ensure compliance.
• Deep understanding of HR services and the full employee lifecycle, from onboarding to offboarding.
• Experience leading transformational initiatives to improve processes, systems, and service delivery.
• Skilled in developing and implementing Knowledge Management and Quality Assurance frameworks.
• Proven ability to manage SLAs, maintain standards, and optimise customer engagement.
• Knowledge of employment legislation and industry trends to ensure compliance.
• Strong skills in analysing complex issues and driving operational efficiency.
• Excellent interpersonal and communication skills to influence and collaborate across all organisational levels.

Benefits

• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Professional Support
• Other Perks & Benefits…