Human Resources Services Manager - #2180078

Human Resources Services Manager

Location: Edinburgh, Scotland, United Kingdom

Industry: Business Consulting and Services

Work Setting: Hybrid

Are you passionate about leading HR service delivery, optimizing people operations, and building high-performing teams that create exceptional employee experiences? Join a global HR function where you'll drive operational excellence, leverage technology and automation, and lead service improvements that enhance the effectiveness, efficiency, and quality of HR support across multiple regions.

What You'll Do

HR Operations & Service Delivery

• Lead the day-to-day delivery of HR services across multiple locations, ensuring consistent, efficient, and high-quality support.
• Drive operational excellence through effective management of HR processes, service standards, and performance expectations.
• Ensure HR policies, procedures, and employee lifecycle activities are delivered accurately and consistently.
• Manage escalations and provide guidance on complex HR service and employee-related inquiries.
• Maintain strong operational controls, compliance standards, and data privacy requirements across all HR activities.

Team Leadership & Capability Development

• Lead, coach, mentor, and develop a team of HR professionals to build capability, confidence, and accountability.
• Establish performance expectations, development plans, and career growth opportunities for team members.
• Foster a culture of collaboration, continuous learning, customer service, and operational excellence.
• Support knowledge sharing, cross-training, and workforce planning to ensure service continuity and resilience.
• Create an environment where employees are empowered to deliver exceptional service and drive improvement.

Performance Management & Continuous Improvement

• Monitor service performance through KPIs, SLAs, operational metrics, and quality indicators.
• Analyze trends, risks, service gaps, and performance data to identify improvement opportunities.
• Conduct root-cause analysis to address recurring issues and strengthen service delivery processes.
• Lead process improvement initiatives that increase efficiency, quality, and employee satisfaction.
• Drive operational change management and support the successful implementation of new practices and solutions.

Quality Assurance & Compliance

• Establish and oversee quality assurance processes that ensure consistent and accurate HR service delivery.
• Translate audit findings, process reviews, and quality assessments into actionable improvements.
• Maintain adherence to HR policies, governance requirements, and regulatory standards.
• Ensure operational processes are documented, controlled, and continuously reviewed for effectiveness.
• Support risk management and compliance activities while promoting best practices across the HR function.

HR Technology & Digital Transformation

• Champion the adoption of HR technology, automation, AI-enabled solutions, and digital tools.
• Identify opportunities to simplify workflows, automate repetitive tasks, and improve employee experiences.
• Partner with technology and HR stakeholders to enhance service delivery capabilities.
• Leverage data, reporting, and analytics to support decision-making and operational improvements.
• Drive innovation while ensuring technology solutions align with governance and compliance requirements.

What We're Looking For

Required Qualifications

• Proven experience leading HR operations, HR shared services, employee services, or people operations teams.
• Experience managing teams across multiple locations, regions, or virtual environments.
• Strong leadership, coaching, and talent development capabilities.
• Demonstrated success improving operational performance through process optimization and service excellence initiatives.
• Experience using KPIs, SLAs, operational metrics, and quality frameworks to manage performance.
• Strong stakeholder management, communication, and collaboration skills.
• Ability to manage competing priorities, escalations, and operational risks effectively.
• Analytical mindset with experience using data and insights to drive decision-making and improvements.

Preferred Qualifications

• Experience working within global HR service delivery or shared services environments.
• Strong understanding of employee lifecycle processes and HR operational best practices.
• Experience implementing quality assurance programs and continuous improvement initiatives.
• Familiarity with HR compliance, governance, risk, and data privacy requirements.
• Experience with cloud-based HR systems such as Workday or similar HR platforms.
• Knowledge of automation, AI, and digital transformation initiatives within HR operations.
• Experience leading organizational and operational change initiatives.