Business Partner - Employee Relations at Capita

Job Description:

• Manage and coordinate the activities against agreed delivery SLAs
• Ensure the team respond and resolve ER queries and cases in a timely manner, fairly, consistently, commercially, and pragmatically
• Ensure the team utilise the case management tool effectively, and robust audit processes are in place, to help shape the business direction and achieve outcomes based on trends/correlation
• Ensure the team delivers a high-quality service to include; analysis of Puzzel and OSC, call listening, SLAs and feedback from customers
• Liaise with and maintain effective relationships with key stakeholders across the business
• Balancing legislation obligations alongside Operational requirements, generating insight and best practice.
• Manage escalated ER issues where required, providing an objective view and challenging the business where necessary, including Speak Ups, ETs and compliance with legislation
• Produce and review ER data and other business MI to identify trends and work with stakeholders on appropriate solutions
• Support the implementation of the ER operating model, including process, governance, and behaviours
• Contribute to the shaping of the new ways of working to ensure the success of ER Hub
• Be project lead on ER Hub initiatives, supporting and coordinating to achieve results
• Ensure best practice requirements and commercial imperatives are balanced so that ER risk is minimised
• Improve the customer experience through enhanced, efficient and consistent ER Processes
• Work with key stakeholders to shape HR policies and processes in line with legislation, best practice and business need

Requirements.

• Admitted Attorney, with strong demonstrable ER experience
• Leads by example by demonstrating the Capita Purpose, values, behaviors, and Code of Conduct
• Experience using data to identify insights that drive action
• Increases diversity and develops an inclusive culture where people enjoy their work
• Excellent interpersonal/communication skills with ability to build trust and relationships
• Well organised, with ability to work to tight deadlines and excellent attention to detail
• Maintains effective work behaviour in the face of setbacks or pressure
• Action orientation - demonstrates a readiness to make decisions
• Experience reporting and interpreting key MI and governance data specific to ER
• Project management experience