We exist to create positive change for people and the planet. Join us and make a difference too!
People Operations Manager
Hybrid – Milton Keynes Office 2 days/week.
About the role
The People Operations Manager is responsible for leading the HR Shared Services team and ensuring efficient, consistent, and compliant delivery of core people administration and employee lifecycle processes. Reporting to the VP People Operations, the role owns day-to-day service delivery, sets standards and ways of working, and drives operational excellence across the shared services scope (e.g., employee data management, onboarding administration, contract and document management, case management, and policy/process guidance).
Responsibilities:
- Lead, coach and develop the HR Shared Services team; setting clear expectations, providing regular feedback, and ensuring a consistent, high-quality service experience for employees and managers.
- Own shared services workload planning and prioritisation, including queue/case allocation, capacity planning and rota management; ensuring service levels (SLAs) and responsiveness meet business needs.
- Establish and oversee the maintenance of standard operating procedures, knowledge articles, templates and controls to ensure efficiency, quality, confidentiality and compliance; drive adherence to internal controls and audit readiness.
- Own the case triage and escalation framework: act as the point of escalation for non-standard, sensitive, or complex queries and ensure timely handoff to Employee Relations, Reward, Legal and other specialist teams as appropriate.
- Build productive partnerships with leaders, managers and People team stakeholders; establish service governance (e.g., regular performance reviews, issue management, and communications) and solicit feedback to improve the service.
- Lead operational delivery of People process changes, new policies, and system updates impacting shared services; plan communications, training, and transition to steady state, ensuring adoption and minimal disruption.
- Drive continuous improvement using data and root cause analysis; identify opportunities for simplification, automation and self-service, and partner with HRIS/IT to enhance tooling (e.g., HRIS workflows, ticketing/case management, reporting).
To be successful in the role, you will have the following experience:
- Strong experience in People/HR Operations, shared services, or service delivery environments, with accountability for delivering high-volume, time-sensitive transactions to agreed service levels.
- Proven people management experience within a shared service or people operations team.
- Excellent understanding of HR operational controls, data privacy, and process governance within a global matrix environment.
- Experience overseeing HR processes, supporting end-to-end employee lifecycle including payroll.
- Demonstrable experience in continuous improvement and change delivery.
- Proven experience with HRIS and chase management/ticketing tools.
- Strong analytical capability and data interpretation.
- Excellent written and verbal communication, and ability to translate process/policy into clear guidance.
- High levels of integrity and discretion around confidential and sensitive information.
Grow your career and expand your skills and knowledge. At BSI, we offer opportunities to work across industries and across the globe. You’ll benefit from the different perspectives and experiences of your international colleagues, as well as ongoing training and development. We offer flexible working, as well as 27 days’ annual leave, paid sick leave, bank holidays, health insurance, life insurance, pension plan with company contribution, car allowance (dependent on role), income protection, paid maternity leave, paid paternity leave, paid parental leave, adoption leave, compassionate leave, paid bereavement leave, learning and development opportunities, and a wide range of flexible benefits that you can tailor to suit your lifestyle.
We’re building an organisation that meets the challenges of tomorrow. Want to grow with us?
We exist to have a positive impact. Our people influence international thinking and action on important issues. Our 86,000 customers are based in 193 countries across the globe.
Now we’re taking on society’s biggest challenges. We’re developing standards and guidelines that will help our customers get to net zero, and we’re defining the way new technologies such as AI impact all our lives.
We’re focused on our future – and we’re looking for people who want to grow with us as we take on the challenges of tomorrow. At BSI, you’ll find a workplace where everyone can flourish and thrive, where innovation is encouraged and where learning is part of your everyday. You’ll contribute to work that shapes industries and enhances lives – and you’ll take pride in what you do.
We’re looking for passionate people who want to make a difference in a purpose-led organisation. If that sounds like you, apply now. Together, we can help create a better society and a more sustainable world.
D&I Policy
The world needs fresh thinking and new perspectives to tackle its biggest challenges. It’s why, at BSI, we’re committed to creating a collaborative environment where everyone can contribute. Whatever your background, experience or outlook, here you can be your best self and do your best work.
If you have a disability or a health condition, please let us know if you need any reasonable adjustments to the recruitment process.
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About Us
BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.
Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.
BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.
