Partner Services Manager - Partner Services Team - Birmingham

We are Eversheds Sutherland, a global law firm, with more than 5,000 people across over 30 countries. We’re full-service with deep niche and sector experience. Whatever challenge, wherever in the world, we’re equipped and ready to meet it. We live our values, we’re purposeful and purpose-led. So although the world is fast-moving and rapidly changing, we see it as a place where everyone can thrive. We’re ambitious for our clients, our communities – and for you. Whether you’re starting out on your career or well established, whether you’re a lawyer or in business services. If you’re looking for what’s next, we are too.

What to expect

For business professionals, our environment is highly collaborative with value being placed on diversity of ideas, skills and mindsets. Not least yours. It’s energetic, fast-moving and there’s always something new to get involved in. You will get exposure across geographies and the firm as a whole. The future is a place of opportunity. Focusing on your success and for what’s next, will ensure you thrive too.

Our team

This role sits within the International HR Operations team based in Birmingham city centre. This is a hybrid role, with a current requirement of working 3 days on site in the Birmingham Office.

Eversheds Sutherland prides itself on being a great place to work. The International Operations team is a HR Shared Service which is at the very heart of the employee experience. You will work as part of a professional and energetic team that is at a pivotal point of change, introducing new technology to enhance our HR service delivery. You can expect to get involved right across the spectrum of HR activity to make a real difference to our business. You can expect to achieve professional satisfaction by using your skills to the full.

Role and key responsibilities

Reporting into the Senior HR Service Excellence Manager, the role of the Partner Services Manager will be to drive service excellence within the Partner Services Team and ensure key deliverables are met. The Partner Services Manager will work closely with the Senior Inhouse Counsel – Partner Services and also provide direct line management to a small administrative team (2-3 direct reports). You will be expected to work closely and collaboratively with a number of senior stakeholders and other International Operations teams, such as the Governance and Compliance, Tax, Partner Services and Recruitment teams and you will need to have an excellent ability to manage relationships and expectations.

Key responsibilities for the Partner Services Manager role are:

Partner Services Administration:

• To be responsible for standard processes and bespoke drafting relating to hires, leavers, promotions, family friendly working, sabbaticals, plus other variations
• To upskill the Partner Services administration team on partner protocols, letter preparation, relationship building skills and general HR administration skills
• To ensure the rigour of partner data in the system
• To lead, coach and develop the Partner Services administration team, ensuring high levels of performance and accuracy
• To continuously seek opportunities to review processes and ways of working to reduce escalations and improve the partner / customer experience
• To ensure processes are embedded, closely monitored and adhered to
• To measure performance against agreed SLAs and ensure the necessary interventions are taken when required
• To ensure key cyclical and ad hoc partner activities are completed accurately and on time, such as partner banding, partner promotions, year-end activities
• To draft and update partner protocols on an annual basis
• To ensure template documents are consistent with service excellence standards, reviewed on an annual basis and version control is embedded
• To work closely and collaboratively with the wider HR Operations Team on best practice and ongoing service improvements

Partner wellbeing:

• To work with senior HR colleagues to monitor and ensure the health and wellness of partners is maintained, signposting individuals to appropriate support as required
• To maintain the Quarterly Wellbeing tracker and liaise with Senior HR colleagues to ensure this is accurate

Partner succession and movements:

• To support the Director of Talent to implement the succession strategy across the ESI partnership
• To be accountable for the accuracy of partner movements across the ESI partnership

Stakeholder collaboration:

• To develop relationships and work collaboratively with key stakeholders, including Senior HR Business Partners, Tax, Recruitment and Governance & Compliance teams
• To work closely with key stakeholders to ensure alignment of processes across teams and improve efficient ways of working
• To embed a strong working relationship with the Senior Inhouse Counsel – Partner Services, taking instruction on priorities and work activity on an ongoing basis

Skills and experience

We are looking for:

• A strong HR background
• Excellent written and verbal communication skills, including the ability to draft bespoke correspondence
• Attention to detail, with the ability to prioritise and manage high volumes of work, maintain quality and accuracy and provide excellent service delivery
• Ability to manage own time effectively
• Ability to work at pace
• Able to put the ‘employee’ experience at the heart of all activities
• Fantastic organisational skills and ability to multi-task
• Proactive, willing to challenge and have the confidence to identify and recommend changes and improvements
• Experience of working in a fast paced team, ideally globally and in a HR Service Centre environment
• Previous Line Manager experience
• Confident and credible in dealing with internal stakeholders, including at a senior level
• Strong IT skills, including a working knowledge of Word and Excel

What’s in it for you?

At Eversheds Sutherland, we provide benefits focused on looking after you: your development, your performance, your financial future and your health, as well as providing the opportunity to make a contribution to the world.

• We’re fair, transparent and equitable
• We share in the success of the firm, reward alignment to our values, going above and beyond and your individual performance
• We support flexible ways of working through our remote working policy and commitment to flexible, agile and hybrid ways of working
• We support your health and performance through our dental, healthcare and wellness support
• We support everything you are and all you bring through our powerful commitment to diversity and inclusion
• We provide a platform for your career, whatever your ambitions through our structured professional and personal training, mentoring and development programs
• We provide experience and opportunity through international and cross-function exposure
• We provide an opportunity to give back through our pro bono work and community engagement
• We help you plan ahead through retirement planning, insurance and assurance

Diversity & Inclusion

At Eversheds Sutherland, “Inclusive” is a core business value. We bring together different skillsets, global mindsets and approaches. We foster diversity of thought and the freedom to put ideas into action. We have an inherent respect for the individual. We have a strong belief in collaboration and teamwork. Sharing ideas, asking questions, solving challenges and meeting our clients’ goals: together.

We want all our people to thrive at work and reach their full potential and we work hard to continue to build a diverse and inclusive culture, monitor and report on our progress and impact, and develop our approach. This is reflected in our policies, systems and processes, and in our work with diversity membership organisations.

Many of our people work flexibly in some way and we are open to considering how we can accommodate flexible working arrangements alongside role requirements. If this is important to you, please talk to us about it during the recruitment process.

We want you to perform at your best during our recruitment process. If there is any adjustment or support you need, please contact us so we can discuss how we can best assist you.

For you,

For your success.

And what's next.