People & Culture Advice and Operations Manager

Transcription

1 People & Culture Advice and Operations Manager Leadership level Leading Self Job level 4/5 Job family Division / department Reports to manager job title Human Resources People, Solutions & Change People & Culture Operations Support Head of People & Culture Operations Number of direct reports 10 Financial accountabilities Key relationships Location of role None Within People & Culture: Own team members; Specialists Advice, Recruitment, OD&WT; Online Services; CoE - Focus Areas; Business Partners; Payroll Within AMP: Employees and leaders; Finance & Tax External: Former employees; HR networks; HRO Vendor; Candidates, relevant external networks Sydney The AMP Promise & Our Strategy to Help AMP s vision is to be Australia s and New Zealand s favourite financial services company by Our company was founded in 1849 on a simple promise - to provide financial security so people could live with dignity. Our promise is to help people own tomorrow. Helping people: it s why we began more than 160 years ago, and why we continue. Helping people own tomorrow is a powerful purpose. It has the capacity to make us the company that so many people trust and recommend that we become Australia s and New Zealand s favourite financial services company. That s what we are aiming for by AMP s Culture Bringing our Promise to life Our Promise is help people own tomorrow, and our Practices bring our Promise and customer experience to life. AMP s six simple practices were formed from really listening to our customers, and they define the way we work together to help our customers. They inform our thinking, actions and decisions; the design of every offer, process and system; and every customer experience.

2 Together, the six AMP practices describe how we work at AMP to deliver the experience our customers want: Our customers are at the core of AMP s culture. We believe that what s best for our customer is what is best for our business. We have profound empathy for our customers. We deeply understand their needs, goals, challenges and hopes. We re obsessed with helping our customers live their best life, because that s how we define our own success. AMP employees understand how their work contributes to the strategy and creates customer value. Professionalism and integrity are core to the way we work, we collaborate across the business in service of our customer. We eliminate non-value work that doesen t align and quickly learn and adapt to achieve better outcomes.

3 Description of department/division AMP believes our people are the most important factor in our success. As a team, People & Culture works to create business advantage through our people. AMP will have high-quality leaders and a workplace culture that drives business performance. We will have depth of great talent at all levels of the organisation, plus industry leading talent in critical roles. We will develop existing capabilities, while growing new capabilities to take advantage of changing environments and work together to achieve excellence in strategic insight, technical HR capability and operational efficiency Description of how we practice HR As one People & Culture team, we share a common purpose to deliver strategic insight, industry leading advice and efficient and effective services through a multi channel delivery strategy. We invest the majority of our resources and time in areas that provide the most value and enable our business to deliver on its growth agenda, driving a more collaborative and customer focused AMP. We ensure the delivery of People & Culture services across the AMP value chain is reflective of customer value and shareholder return. We will ensure that our Leaders have the capability and the information they need to manage and develop their people. In turn we will run a scalable and flexible People & Culture model that will adapt with the business across different geographies and into future growth opportunities. We will ensure all AMP employees have access to the information they need to manage their day to day roles, navigate the organisation and to develop their careers. We will invest in our HR practitioners so they can deliver this model to the business and they will have the opportunity to grow in their careers and work on enterprise wide initiatives. Description of the People, Solutions & Change team The People, Solutions & Change team (PS&C) enables leaders and employees to access current information and advice on a broad range of HR related matters through a variety of service channels. The PS&C is a critical component for leaders as they are able to access high quality information and advice that enables them to make well-informed decisions and lead and manage their team efficiently on a day to day basis. The PS&C also provides support services to the People & Culture team across a broad range of HR policies, practices and processes. Purpose of the role The purpose of this role is to bring our service experience to life by embedding the principals in the way the Advice and Operations team provide simple and efficient operational and advice services to the business and People & Culture teams. The Advice and Operations team is in a unique position to transform how People & Culture works with our business by bringing human centred design into how we support the business. This role requires strong leadership to grow the new team and support it in making this transition from a process focus to an employee focus. The key areas for focus include; - lead a team and operationally partner with our Human Resource Outsourcing (HRO) vendor in providing efficient and effective HR solutions and advice for employees, leaders and People & Culture team members across AMP sites locally and internationally. - Utilise data to drive continuous improvement in service experience, capability, processes and tools increasing the effectiveness of the team.

4 Main focus areas - Lead and manage the day to day operations of the team using data (MOS, Quality program.) - Drive the new service experience within the team which focuses on a Human Centred approach - Manage operational and day-to-day escalations with our HRO vendor - Maintain a resource plan (including long-term forecasting of potential workload and FTE requirements) to enable the team to meet service levels and customer demands - Develop and manage service levels and productivity of the team utilising an effective management operating system - Reinforce & drive the development of capability within the team - Ensure team members understand the role People & Culture plays in supporting the business to achieve their objectives - Oversee accurate and timely input of data into HR information systems - Manage knowledge base and work with the Online Services Manager to ensure online content is relevant and current and collaborate on the analysis of employee and leader queries and use the analysis outcomes to enhance the online offering and drive the user experience - Educate employees & leaders on how to use the online channel & other self service tools - Collaborate with CoE and HRBP s to effectively deliver People & Culture services (provide insight on trends from the business) - Foster and maintain strong internal relationships with key People & Culture and business leaders - Manage initiatives to drive operational excellence through a focus on continuous improvement strategies to improve service experience and processes - Leverage feedback provided through employee and leader listening systems to track and improve performance of the team - Review procedures and compliance register to maintain awareness of and detect potential breaches - Create awareness within the team of responsibility for risk management and compliance within AMP policies & procedures and legislative requirements. - At times of high volume of queries, this role may be required to assist with servicing business enquiries via telephone, or face-to-face to assist with team workload. All HR team members - Contribute to building support and commitment for a tiered service model through collaborating and influencing business leaders and their teams and championing the model across the People & Culture community - Contribute to the ongoing implementation and effectiveness of the People & Culture operating model working constructively to resolve cross-divisional issues and challenges - Contribute to and support a culture of continuous improvement via a focus on innovation and process, always looking for opportunities to remove or minimise bureaucracy and unnecessary administration or procedure

5 - Foster, contribute to and support knowledge management, knowledge sharing and collaborative behaviours in People & Culture and across the business by being an advocate and role modelling knowledge management practices Role specific capabilities - Customer centric - Strong leadership and coaching capability to increase effectiveness in team - Ability to engage, inspire and motivate a team enabling an environment where teams are actively encouraged to be innovative and proactive and are empowered to make decisions and take responsibility for those decisions - Excellent customer focus with a strong understanding of the organisations internal and external business environments - Good understanding of the AMP people and business strategy - Strong business partnering skills and ability to present and influence at all levels - Ability to collaborate closely with People & Culture and business stakeholders - Highly developed oral & written communication skills - Strong business acumen and business planning capability - Strong analytical skills coupled with the ability to make sound decisions - Time management & organisational skills with the ability to manage multiple priorities - Proven work flow and process management skills - Computer literacy and e-savvy Experience required Demonstrated experience in leading and developing a customer / business facing team - Strong HR generalist experience in the Financial Services industry - Experience in Microsoft applications & HRIS applications - Previous experience in a similar role Qualification/s required Possession of a relevant tertiary qualification or equivalent relevant experience.