Job Title: HR Business Partner

Department: Human Resources

Salary: £36k

Hours: 37.5 hours per week

Reports to: Head of HR Business Partnering

Location: Glasgow City Park

Job Summary / Overview

The HR Business Partner is responsible for providing best in class expertise and advice, for all matters of employee relations and HR practice across their business area, ensuring the best possible support and guidance can be delivered.

This role is focused on supporting employees, managers and the wider business to achieve the best

outcomes, even in challenging situations. They are commercially aware, and can expertly balance their approach between the needs and wellbeing of our employees and the commercial needs of the business. They take a pragmatic view on how to best guide the business through difficult situations, and are a face of calm and professionalism in an ever-changing environment. The HR Business Partner is adaptable and flexible, and can keep up with the fast-paced contact centre environment, able to multi-task and prioritise as needed.

The role takes on a comprehensive business partnering approach to ensure success, by actively collaborating with stakeholders and team members from all key departments including Operational Delivery, Recruitment, Training, Workforce Management, Payroll, and others. It is a critical component of the role to ensure a full understanding of the local and wider business needs is gained, and so the HR Business Partner will take proactive steps to obtain the correct sources of information and translate this into effective HR practice.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Responsible for all day-to-day HR activities required to support in local site/business area
• Works closely with local stakeholders, employees, managers, partner organisations and others in the business unit to fully understand local needs (of the client, line of business, employees, managers, local performance information, etc) and create targeted and specific people support strategies
• Actively monitors a range of people data and reporting information, (including operational performance, quality, absence, attrition, and engagement levels), analysing trends to ensure any changes in usual performance parameters can be quickly identified, and root causes understood so that solutions can be created or supported
• Works collaboratively with local stakeholders and key personnel across the team and business to develop strategic HR business plans which serve to improve the working environment for all, whilst maintaining or improvement KPI performance across the range of key people measures Provides a superior level of practical advice, guidance and support to employees and managers across the full spectrum of Employee Relations disciplines including: grievance, disciplinary, absence management, performance management and employee wellbeing and support
• Ensures advice provided is clear, consistent, and in line with company policy, current employment legislation and best practice approaches
• Proactively coaches and guides line managers to help them to support their teams and deliver high performance, whilst mitigating potential risks to the employee or business
• Builds and develops positive and useful relationships with a range of internal and external stakeholders, including but not limited to Assistant Contact Centre Managers, Contact Centre Managers, VPs/Directors of Delivery, Payroll, Workforce Management, Training, Recruitment, and HR Admin
• Complies at all times with Company policies, the Equality Act, Employment Rights Act and others (and any equivalent legislation covering Northern Ireland) and the General Data Protection Regulations in the undertaking of any HR activities
• Champions the automation and streamlining of HR practices to ensure optimum efficiency can be maintained without compromising delivery of service
• Takes steps to keep knowledge up to date of new HR concepts, thought leadership and best practice approaches in HR and employee relations, as well as keeping close to employment & case law updates, developments, risks
• Continually identifies new opportunities to add value to local and wider business area
• Tracks and maintains key statistics and information relating to relevant aspects of HR activity, and provides detailed reports and presentations on HR-related performance to manager and relevant stakeholders
• Supports the HR function as a whole in shaping the People Strategy and delivering it’s objectives
• Collaborates, actively participates, and delivers HR initiatives and projects across the business, sometimes supporting outside of your normal business area
• Actively participates in any TUPE, restructure, or other major change or consultation programme in your area, and on occasion, in the wider business areas
• Supports cyclical HR review activities such as Annual Pay Reviews, policy reviews, document reviews, and others as directed
• Contributes to the development of HR policies, and ensures local management teams are fully educated in these and able to effectively interpret and apply them in practice
• Attends internal meetings as required to represent the HR function
• Completes all administration associated with HR responsibilities
• Provides essential support to the Head of HR Business Partnering as needed
• Supports and drives a culture of high employee engagement across your area, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively, working with the Head of Engagement & Retention to ensure successful delivery
• Adopts the Teleperformance management ethos of “Support First, Manage Later” when giving advice and support to ensure all employees receive ample help and encouragement to succeed, before management steps are taken to resolve any problems with performance, behaviours, and attendance
• Maintains open and honest channels of communication at all levels across your area to ensure employees and managers can approach you for advice, raise concerns and develop solutions to problems
• Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
• Supports a working culture which is built on embracing diversity, respect and positivity, and a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
• Other duties as assigned

Main Job Requirements

Education and Specific Training

Formal qualification in a HR-related area, such as:

• Certificate in Human Resource Practice or Degree in HR Management, or similar
• OR equivalent experience
• Membership of CIPD, or similar, is preferable
• Up to date employment law knowledge
• Republic Of Ireland employment law knowledge desirable

Work Experience

• 2 years of solid HR experience in a contact centre environment, or
• 3 years HR generalist experience in another high-paced industry, or
• Special Certifications
• Lean Six Sigma certification at Yellow Belt level, preferred

Required Skills

Technical Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, Powerpoint, Excel, Outlook and Others
• Comprehensive knowledge/experience using HRIS such as SAP, Cascade, Workday or similar