Head of People Operations

Role Description

To implement a consistent and service focused transactional and advisory capability for HR. Primary focus is on customer service (employee and line manager experience) for HR across ‘first line support’ and outsourced providers . Secondary focus is on the continuous improvement of HR transactional processes.

This role is accountable for creating a transactional experience for employees and candidates which is high quality, measured and consistent and is accountable for ensuring adherence to operational KPIs and SLAs.

Specific Role Responsibilities

Strategy and Governance :

• Define and execute HR Operations strategy aligned with organizational goals and future workforce needs.

• Establish robust governance frameworks for HR policies, compliance, and risk management across all jurisdictions .

• Champion continuous improvement by identifying automation opportunities and implementing best-in-class practices.

• E nsure all HR p rocesses are aligned with regulatory requirements and compliance standards

• Ensure alignment of HR Ops initiatives with broader People & Culture strategy and business objectives .

• Implement decision rights and accountability structures for HR processes and vendor management.

• Monitor and enforce adherence to SLAs for internal teams and external HR service providers.

• Own HR data integrity and security standards, ensuring compliance with GDPR and regulatory requirements.

Planning:

• Work with the Global Head of People Services to understand the implications of the Company’s people strategy and HR plan on service delivery initiatives.

• Manage task demand, prioritise and manage the team’s workload appropriately.

Service delivery and team performance:

• Responsible for tier 1 and 2 employee lifecycle processes, documentation and authorisation, in line with Company policy and guidelines , GDPR and Data Retention compliant in our CZ and UK locations.

• Proactively manage all HR channels and associated ways of customer contact with the team.

• Responsible for embedding best practice with Workday in the People Services environment .

• Ensure consistent workflow processes with in Workday are mirrored globally wherever possible, legislation permitting.

• Responsible for implement ation and delivery of document automation tech such as People Docs/UKG for enhanced user experience and back office digitalisation in collaboration with the HRIS Team.

• Effective collaboration with HR Governance to ensure seamless adherence to first and second line requirements.

• Responsible for overall service and performance provided by the HR Services Advisors to ensure it is in line with KPI’s and SLA’s .

• Provide the Global Head of People Services with dashboards detailing activities and volumes against current KPI’s and SLA’s . Ability to t ell the story to the business around the People Services progress around automation.

• Provide guidance to the People Services team on complex queries / transactions, acting as an escalation point.

• Monitor the delivery of routine transactions done within the team and report back to the Chief People Officer in regards to progress/issues.

• Ensure a ‘customer focused and right first time mindset’ across teams.

• Support delivery of the people strategy and HR plan.

• Drive change and continuous improvement through the team and improve the capability of the group to deliver the business needs, recognising potential in the team.

• Collaborate with Transformation and Change to manage processes impacting the function

• Manage the transfer in of transactional work from other HR functional areas .

Relationship and Stakeholder Management:

• Build strong relationships with a matrix of senior stakeholders across HR and the business - be a key bridge of effective interaction and connectivity.

• Work collaboratively across teams to share insights and thought leadership.

• Select, establish and manage third party relationships to support delivery of an effective BAU HR service.

Team Management:

• Empower people through setting clear expectations and delegating responsibility for the delivery of agreed outcomes to the lowest level ensuring that they are held to account for their performance.

• Create strategies to improve the productivity and efficiency of team members.

• Understand and effectively manage anticipated demand and capacity within your team.

• Collaborat e effectively across People Services .

Experience required

• Chartered MCIPD, ideally with a relevant degree (or equivalent) .

• Experience leading a People Services team and working within an HR team in a UK regulated Company .

• Experience supporting multiple clients with HR issues .

• Strong influencing skills used in a friendly and amenable manner .

• Passionate about applying HR first class service .

• An understanding of how growing businesses often are .

• A team player who recognises the importance of working together .

• A n excellent eye for detail .

• The desire to make a difference .

• Strong technical knowledge preferable with Workday , understanding workflows, job architecture, and position management .

• Excellent communication skills—simple and clear, both verbally and in writing .

• Confidence and comfort with standard office software and apps , experience of the standard suite of with HR software .

• Strong analytical skills required to present data .

• Ability to build cohesive teams and coach and develop employee s.

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About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with the world’s leading financial institutions, with over US$2.2 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.