Job purpose This role will play an integral part in the management and delivery of service to the business.

Transcription

1 Job title HR Specialist Job family HR & Internal Communications Grade 9 Job purpose This role will play an integral part in the management and delivery of service to the business. [Specialist Team] Responsible for managing, leading and delivering their area of specialism; bringing evidence-based practice into the organisation and addressing the people challenges for their area of expertise [In Service Centre] Responsible for leading, managing and building a high-performing team The role manages / leads team performance, ensures accountabilities are clear and implements performance improvement initiatives The role ensures that sufficient resources and skills are available to deliver good service for their area of accountability Key responsibilities and accountabilities Where relevant, to line manage team resources, allocate work and monitor workflow across the team To ensure self and team resources are following clearly defined processes, and are delivering answers to queries and services in line with defined SLAs To ensure collaboration across Specialist Teams / Service Centre to deliver services and promote a culture of continuous improvement To act as a point of escalation for complex queries and requests received by the team, ensuring they are either resolved or managed appropriately To raise and review repeated problems or issues and set plans and resources to resolve them; or set out proposals and options to improve To support projects being delivered by, ensuring any team resources are correctly managed To work collaboratively to improve the customer experience through the analysis of case load, identifying trends and undertaking improvement action To provide intelligent reporting to support and maximise business performance To work with leaders across the BBC HR to deliver and improve SLAs and thereby demonstrating added value to the business To foster a culture of service excellence, role-modelling this and coaching team to deliver customer care Knowledge, skills, training and experience Essential Demonstrable experience of delivering HR process, initiatives and services is essential / may demonstrate proficiency in an area of HR specialism e.g. reward or recruitment Basic computing and telephony skills Prior experience of working with People systems (such as SAP) is essential for Service Centre roles Proven ability to successfully deliver practical results against time and performance indicators Strong interpersonal skills and a proven ability to Desirable Prior experience of working in a centralised / shared service centre environment Prior experience of working with People systems (such as SAP) is desirable (essential for Service Centre roles) Page 1 of 10

2 develop, maintain and enhance relationships with a variety of contacts; strong influencing and persuading skills Strong analytical skills and the ability to resolve logistically complex problems Compares and contrasts situations and information, identifying patterns and trends which inform subsequent decisions Builds a sense of team spirit, encouraging shared ownership of objectives and deliverables Leads delivery at a team level by prioritising and setting clear milestones and measures Encourages others to act in line with organisational standards and frameworks Use of process improvement tools and their application Demonstrable ability to support and lead and execute large scale projects that cut across organisation(s) For MI / Reporting roles: Must have extensive experience of delivering complex reporting in an organisation with the scale and depth of the BBC Must have strong knowledge and working experience of reporting and project managing SAP and/or Success Factors systems; knowledge of similar systems desirable Must have good knowledge of project management principles, and experience of working with at least one recognised methodology Must be highly confident in manipulating large data sets, and strong data analytical skills Job impact Decision making Generalists are typically managing a team providing transactional, administrative and advisory services to the rest of the BBC. They will be part of a shared service entity that will provide overall support to the BBC workforce. They will need to supervise and direct the workflow to the team, as well as undertaking line management duties. The role will need to ensure there is a culture of collaboration and continuous improvement across the Service Centre. Specialists are typically leading and providing advisory services across the BBC for a particular area of specialism e.g. case management of complex cases. Specialists are based within the Birmingham based Specialist teams and take a lead in managing defined pieces of complex work or projects. Scope Generalist role will supervise / line manage up to 10 advisors and/or administrators and manage any budget associated with managing the team. Page 2 of 10

3 Other information For Reward team use only Job Code Definition: Support This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved. Approval Manager Name and job title HR Business Partner Name Date Page 3 of 10

4 APPENDIX 1: CONTRACTS HRBP MI / Projects Birmingham This role is part of a specialist HR systems Project and MI team, with a focus on complex reporting. The role will manage the generation of complex, business sensitive reports based on human resource data, often having to manage inputs from multiple systems and sources, and using specialist reporting tools. The role will be accountable for the production of the HR Exec reporting pack, HR dashboards, etc., in collaboration with the technical team. The role will be an advocate for MI/Reporting and therefore will work collaboratively with the wider business to understand their needs and ensure they understand the data and insight that can be delivered. The role will be expected to constantly innovate and simplify reporting procedures and techniques. To lead and participate in the production of scheduled, ad hoc, and specialised reporting for central and operational HR, and wider business requirements, to agreed service levels (where applicable) or custom agreement To plan and schedule the reporting work of the technical team in line with large-scale reporting initiatives and requirements To continually improve and automate reporting outputs where possible, forging links with other BBC functions to ensure reporting is complementary and aligned; combine reporting and reduce bespoke requests To develop and maintain a strong understanding of the reporting tools in use within the BBC; and understanding of latest developments in people analytics To ensure governmental, regulatory reporting requirements and FOI requests are serviced as required To develop tools (and MSS when implemented) and provide training to enable reporting selfsufficiency in the HR organisation Have a deep understanding of the data in various BBC HR systems in order to maximise quality of reporting Page 4 of 10

5 APPENDIX 2: DIVERSITY & INCLUSION The BBC Diversity & Inclusion team provides expertise on all diversity & inclusion matters across the BBC using internal and external insight to develop a diversity strategy, policies and guidance. The team provides expert advice to divisional HR teams and managers across the BBC and is responsible for ensuring successful implementation of BBC diversity plans appropriate compliance with the Equality Act and governance of diversity plans and decisions and monitoring and measurement against objectives. The Diversity & Inclusion Specialist will focus on D&I monitoring, reporting and compliance across the BBC and be the programme manager for D&I specific interventions. The role specifically will: Own and manage the diversity mentoring schemes, leadership and talent programmes Lead on the management, monitoring and reporting of D&I targets Ensure that diversity & inclusion compliance & reporting is in place and operating effectively Contribute to the setting, implementation and governing of BBC diversity & inclusion strategy & policy Provide specialist advice on all aspects of diversity & inclusion On Screen and Off Screen Contribute to the design of diversity & inclusion programmes, BBC initiatives, internal and external events In addition to the knowledge and experience requirements stated in the generic HR Specialist job description, the HR Specialist for diversity and inclusion requires: A working knowledge of equality, human rights legislation and compliance requirements for public sector bodies in the UK Able to articulate the link between D&I and business need Proven experience in participating in D&I networks, councils and steering groups Page 5 of 10

6 APPENDIX 3: DATA HRBP MI / Projects Birmingham This role is part of a specialist HR Systems Project and MI team, with a focus on data management. The role will ensure data in all key HR systems is as accurate and relevant as possible, and define measures and reporting to constantly measure this it will also be the lead for assessing the impact of proposed systems changes on data, and also data aspects of interfaces. The role will act as the main point of escalation for queries from both within HR, and the wider business, related to HR data. In co-ordination with the appropriate team team/s, the role will take responsibility for the accuracy of data in HR reports, and being able to field queries related to data in these reports from personnel at all levels in the organisation, including up to senior executives. In addition, the role will play a key part in HR systems projects in relation to data it s management, quality, appropriate storage, etc; acting as the guardian of data when it will be affected by a systems project. The role will act as the lead for data protection and security, and all other legal requirements in relation to HR data. Identifying (and where appropriate leading) initiatives to improve the overall quality, relevance, and effectiveness of data in all BBC HR systems Identifying data inaccuracies and devising and implementing solutions for rectifying these inaccuracies Championing the HR systems One Source of the Truth initiative and owning key deliverables that ensure its goals are achieved Educating both HR and the wider business about the definitions, meaning and implications of the data available to them in HR systems Define measures and reporting to assess data quality, and then institute repeating monitoring procedures Through the analysis of HR cases, and requests from the business, identify education interventions for all staff pertaining to HR data Be the clear focal point and first point of contact in the HR Systems team for data related queries/incidents Define and lead interventions designed to increase the usage of HR systems by the wider business, thereby improving the overall quality of data in the various systems Page 6 of 10

7 APPENDIX 4: INVESTIGATION LEAD / CASE MANAGER SHRBP Support at Work Birmingham / will need to travel The role holder may act as either a HR Case Manager or an Investigation Lead on a number of cases at any one time, many of which may be considered complex. The role holder will work in the BBC s Support at Work (SaW) team which ensures concerns and complaints about Bullying & Harassment are thoroughly investigated and heard by impartial hearing managers and External Experts. It also manages sensitive & complex ER cases and acts as the escalation point for Manager Advice & Guidance. Advise and coach managers on a range of people policies and complex formal cases, balancing business need alongside employment legislation Advise on and support on Bullying & Harassment; sensitive & complex cases; and be the escalation point for the Manager Advice & Guidance service Develop best practice and innovative approaches to conflict resolution - resolving matters of conflict at the earliest opportunity and engage an independent mediation role where appropriate Ensure effective case management in accordance with BBC policy and process and ensure Hearing Managers (and External Experts as appropriate) are fully briefed on process and best practice Manage the case cycle - from initial discussions on the issues with the complainant; seeking informal resolutions wherever possible and coordinate the case management process Record and monitor cases & trends and ensure appropriate proactive action Attend update meetings, briefings, seminars and ad-hoc working groups as appropriate, to ensure knowledge is up to date Organise shared learning events to ensure best practice Page 7 of 10

8 APPENDIX 5: SYSTEMS / PROJECTS HRBP MI / Projects Birmingham This role is part of a specialist HR Systems team, located in the HR Service Centre, with accountability for managing systems and data change projects. The role will manage allocated HR systems and data projects through all or any stages of the project lifecycle, and also aspects such as business case construction, budget control, scope control, benefits realisation, etc. To be accountable for the delivery of allocated HR systems and data change projects (new projects and those already in progress) through all aspects of the project lifecycle To work collaboratively with HR leaders and other business leaders to ensure that relevant process changes are made within the business to ensure project success, and where required managing through relevant Change Boards Project budgetary control, scope control, benefits realisation, etc. To create and maintain all relevant functional specifications Create and/or input into relevant parts of HR project business cases where required To be a visible and pro-active advocate of BBC HR systems and the continuous improvement of these systems and HR processes To keep knowledge of the wider HR systems landscape outside of the BBC up to date, to ensure innovation Page 8 of 10

9 APPENDIX 6: TECHNICAL TEAM MANAGER HRBP MI / Projects Birmingham This role manages the team which: maintains the organisational structure within the BBC s HR Systems (primarily SAP, Success Factors, and Remedy); responds to MI/Reporting requests up to medium level complexity that come from the wider business, primarily through the Service Centre ticketing system; supports business users in the use of HR self-service portals by resolving issues up to medium level complexity. The role will manage and, if possible, resolve any escalated structure/reporting/self-service issues that the advisors in the technical team are unable to resolve, and ensure their resolution via higher level knowledge and experience, or certified resolution channels with other BBC teams, such as BBC Engineering. This role manages the resources of the technical team and ensures that all tickets and other work items are resolved in line with agreed SLAs, and prioritises workload where necessary to prevent such breaches. This role will also either manage or play a key role in the systems and data HR Change board, which they may be expected to establish and then run. The role also ensures collaboration with the wider Systems/MI team, other HR teams, and key supporting BBC teams in other functional areas such as BBC Engineering. To line manage the HR Systems Technical Team and their delivery of organisational structure changes up to medium level complexity within relevant BBC HR Systems (primarily SAP, Success Factors, and Remedy), mainly in response to requests from the wider business To personally deliver or manage the delivery of complex (i.e. tier 3) organisational structure changes within relevant BBC HR Systems (primarily SAP, Success Factors, and Remedy), escalated by the team, and mainly in response to complex requests from the wider business To take accountability for ensuring the BBC organisational structures within relevant BBC HR Systems are being maintained in accordance with agreed methodology and organisational design principles; MI/Reporting requests are being delivered To take accountability for ensuring MI/Reporting requests are being delivered with the required level of accuracy, scope, etc. When required, interact and clarify with the originators of organisational change, MI, and self service requests If required, set up and run the HR Systems and Data change board communicate change board outcomes, detect and escalate non-compliance to rules pertaining to change, etc. To manage the collaborative working with the rest of the Systems/MI team to solve SAP/Success Factors/other relevant HR Systems issues To liaise with the BBC Systems Engineering team and other key functional teams, and build good working relationships with them Page 9 of 10

10 APPENDIX 7: USER EXPERIENCE AND GATEWAY HRBP MI / Projects Birmingham This role is part of a specialist Systems team, with a focus on the end user experience of People Systems. The role will hold the accountability for understanding how all People Systems interface and how the end user will interact with them. It will hold oversight of, and the strategy for end user experience, ensuring that Systems decisions are made in line with this. The role will be an advocate for People systems and therefore will work collaboratively with the wider business to understand their needs and ensure the end user experience can be delivered. To hold the oversight of how all People Systems interface, and how end users interact with them To define and manage the strategy for People Systems end user experience To lead and manage all complex/escalated user experience issues (Tier 3 escalations) from the business To interact with other relevant teams (primarily IC&E/Gateway) to ensure the end user experience is communicated effectively To work collaboratively with business leaders to ensure they understand the art of the possible and that the desired end user experience is delivered To be a visible and pro-active advocate of People Systems (and thereby the end user experience) across and the wider business To undertake any new/upgraded software or tool evaluations Page 10 of 10