Ref:
77343
Location:
Birmingham
Employment:
Full time
Closing Date:
11 July 2025

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Job Overview

This role will support the business by ensuring that all of the HR services provided by the offshore team are fit for purpose and meet business requirements. As a Shared Services expert, this role will act as a conduit between the business and offshore team, this role will review the service levels provided and work to ensure the services are at the right level. Supporting with escalations and designing new processes, this role will shape the service that is delivered to the business. This role will drive manager education and engagement with HR processes across the function and will partner with the business to deliver initiatives and projects.

This role may include occasional travel to India.

Main Duties

To be a subject matter expert on all retained HR services
Delivery of any retained HR services activities, including but not limited to:

Escalations from the Offshore team in complex cases
Supporting the business with ad hoc requests and engaging with the offshore provider for delivery
Preparing and reviewing ‘Root cause analysis' into service issues, identify actions and monitoring & tracking any remedial activities
Oversee and manage any audits from 3^rd parties, instructing the offshore provider to collate documentation, but reviewing & signing this off prior to release
Dealing with any physical documentation, including training certification, post etc.
Review and processing Settlement Agreements
Review template documentation in line with policy and legislation

Act as the point of contact for the offshore partner to support with escalations or queries
Lead or support projects as required, partnering with the business to support projects and drive service enhancements
Support any People Support projects using the offshore team to support delivery
Audit the work of the offshore team and track performance including but not limited to calls, tickets, data input, letter production.
Prepare data / reports for the People Support Operations Manager to have performance conversations with the offshore partner
Support Line Manager education and engagement with MSS processes and ways of working
Contribute to RCA's as needed
Review and track any RCA's ensuring that all actions are completed
Advocate high levels of service and support the offshore team by delivering training for new services / process changes
Act as a point of escalation for the offshore teams for HR processes
Audit data entry in the HR System and ensure that offshore teams are sufficiently trained to correctly maintain this data
Provide training to both line managers and offshore teams as necessary on process documentation and procedures
Support with the production of monthly reports on data quality and risks
Monitor onboarding compliance and data integrity concerning statutory compliance and risk management across a range of compliance themes including right to work, vetting, under 18's, data integrity and process adherence.

What we are looking for

Strong knowledge of multiple HR disciplines and SME experience (preferred)
Previous experience of working in a HR Shared Service Centre (preferred)
Strong Stakeholder management skills (experience of managing legal advice relationships preferred)
Experience of organising the activity of others or Line Management (preferred)
Strong ability in process review and re-engineering using LEAN methodology (preferred)
A self-starter with a drive to identify and implement process improvements
Ability to think outside of the box and challenge the status quo
Excellent customer service focus
Very well organised, with ability to work to tight deadlines and varying and sometimes conflicting priorities
Experience of working with or managing outsourced service provisions (preferred)
Ability to work well in a team and to work on own initiative
Ability to manage the expectations of business stakeholders
Strong understanding and respect for confidentiality
Excellent attention to detail and accuracy

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie’s 72,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.