HR Shared Services Lead
UK Visa Sponsorship Analytics
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Occupation Type
Human resources administrative occupations
Occupation Code Skill LevelIneligible
Sponsorship EligibilityIneligible for Sponsorship
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Description
Application Deadline: 12 March 2026
Department: Human Resources
Location: Andover
Great People Work Here
Are you searching for a career with bags of variety, in an environment that celebrates differences and empowers collaboration, which values people and will encourage you to make an impact? Do you want the freedom to explore, and the opportunities to find new ways and to innovate? If so, TwiningsOvo delivers.
We’re looking for people who don’t just come here to get the job done, but who have a real passion for the brand and a desire to do the best job they can. In return, we offer an inspiring package of employee benefits - to show just how much we value you. This role will offer you the scope for growth and the tools to aim high.
The HR Shared Services (HRSS) Lead will provide visible, day‑to‑day leadership of team, ensuring consistent, timely and high‑quality delivery of the HR lifecycle, strong case & SLA management, robust process controls, data quality, and readiness for HRIS implementation. The role is hands‑on and team‑facing, focused on operational excellence, continuous improvement and excellent stakeholder experience.
Key Responsibilities
1. Service Delivery, Cases & SLAs
- Own HRSS case triage, prioritisation and resolution with clear SLAs and quality standards.
- Publish service metrics (e.g., SLA adherence, backlog age) and drive improvements in speed and quality of service.
- Act as day‑to‑day escalation for complex operational queries; route ER/Policy and Reward escalations to CoEs per governance.
- Build effective working relationships with HRBPs, Payroll, ER & Policy, Reward and business line managers to ensure smooth workflow hand‑offs, aligned expectations and a joined‑up employee experience.
- Map and maintain “golden path” processes across joiner/mover/leaver, contractual changes, absence, employee data and other HRSS workflows.
- Embed maker–checker and control points for higher‑risk transactions to strengthen compliance and reduce errors.
- Standardise templates, documentation and knowledge articles; ensure policy alignment with ER/Policy.
- Identify opportunities to streamline processes and enhance the manager/employee experience, using data, feedback and best practice to drive operational improvements.
3. Data Quality & Compliance
- Ensure data accuracy and GDPR compliance across HR systems; lead routine quality checks and corrective actions.
- Partner closely with Payroll on upstream data integrity and issue prevention.
- Produce operational metrics (SLA performance, first‑time‑right, cycle times) and drive continuous improvement actions.
- Lead, coach and develop Advisors/Coordinators; embed regular 1:1s, huddles, coaching moments and rota/workload planning.
- Build confidence, consistency and a service mindset across the team.
- Enable a collaborative, inclusive culture aligned to company values; support wellbeing and resilience through change.
- Coordinate HRSS inputs into the HRIS project process mapping, data cleansing, UAT and cutover tasks.
- Support the adoption of new HRIS ways of working post‑go‑live.
- Ensure the project deliverables strengthen long‑term HRSS process governance and operational maturity.
- Proven leadership in HR Shared Services / People Operations - with hands‑on case / SLA ownership and workflow oversight.
- Exposure to service dashboards, process improvement methodologies and/or continuous improvement toolsets.
- Experience working within a devolved business model, multi‑site or international HR operations
- Yearly bonus based on personal contribution and financial performance
- Flexible working options
- 25 days holiday plus 8 bank holidays and the option to buy and sell holidays
- Onsite Gym and Wellbeing Centre
- Perkbox – employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more