About the Role: ͏

The Workforce Operations Partner role is central to managing daily HR operational activities with a focus on employee experience, stakeholder collaboration, and workforce initiatives across Servaada UK locations. This role requires expertise in employee relations, policy compliance, and change management to support a positive workplace culture and operational excellence. 

The Workforce Operations Partner will play a critical role in building healthy partnerships across teams, positively impacting stakeholders, driving workforce initiatives, and ensuring excellence in people engagement and operational delivery. 

What you will be doing:͏

Case Management & Advisory Support

• Serve as the primary point of contact for employee inquiries and escalations related to operational processes, ensuring prompt and effective resolution
• Collaborate with relevant stakeholders to analyze issues and address root causes
• Manage complex ER cases end-to-end, including disciplinary actions, grievances, performance issues, and long-term sickness cases
• Provide expert guidance to line managers on handling sensitive employee matters, ensuring compliance with employment law and internal policies.
• Draft and review outcome letters, investigation summaries, and formal documentation for hearings or appeal

Policy Interpretation & Compliance

• Interpret and apply HR policies consistently across teams, especially in high-volume, fast-paced contact centre settings
• Ensure adherence to UK employment legislation and internal governance frameworks
• Support legal teams with documentation and preparation for Employment Tribunal cases if neede

Manager Coaching & Capability Building 

• Coach contact centre managers on ER best practices to build confidence and consistency in handling people matters
• Conduct training sessions for employees and managers on HR policies and processes, review account-specific floor policies, and recommend or implement necessary changes
• Deliver training sessions or briefings on topics such as conflict resolution, absence management, and performance improvement plan

Employee Experience & Engagement

• Act as a point of contact for employee concerns, helping to resolve issues informally where possible
• Support initiatives that enhance employee satisfaction, reduce attrition, and promote a positive workplace culture
• Support with cyclical HR processes such as performance cycle, feedback surveys, etc
• Support the employee forum working and proceeding

Data-Driven Insights & Reporting

• Track ER case metrics (e.g. case volumes, resolution times, outcomes) to identify trends and areas for improvement
• Contribute to workforce planning and policy updates based on ER data and feedback loops
• Maintain thorough documentation and provide required data for audits and litigation processes as needed
• Publish monthly dashboards to track operational metrics and highlight key trend

Change Management & Organisational Transition

• Support ER aspects of organisational changes such as restructures, TUPE transfers, or mergers
• Collaborate with HRBPs and legal teams to ensure smooth transitions and mitigate risk

Stakeholder Collaboration

• Partner with HR Shared Services, Talent, Legal, and Compliance teams to ensure aligned and effective ER delivery and queries pertaining to payroll, claims reimbursements, benefits etc
• Engage with employee networks and ERGs to support inclusion and wellbeing efforts

Education Level:

• Bachelor’s degree in Human Resources, Employment Law, Business Administration, Psychology, or a related field.
• A CIPD qualification is highly desirable

What we're looking for:͏

HR and ER Experience

• Experience in HR, with a strong focus on employee relations
• Proven track record of handling high-volume ER cases such as grievances, disciplinaries, performance issues, and absence management
• Experience working in unionised environments or with collective agreements/employee forums is a plu

Contact Centre Environment

• Prior experience in fast-paced, high-volume contact centre settings is highly valued
• Understanding of the operational dynamics of contact centres, including shift patterns, performance metrics, and employee engagement challenges

Legal and Policy Knowledge

• Strong working knowledge of UK employment law, ACAS guidelines, and GDPR compliance
• Ability to interpret and apply internal policies consistently across teams

Skills and Competencies 

• Excellent conflict resolution, coaching, and communication skills
• Ability to manage sensitive conversations and maintain confidentiality
• Strong analytical skills for interpreting ER data and identifying trends

Application of Individual Conduct Rules

Standard of conduct is reasonable under all circumstances relating to: 

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct