People Services Operations Manager

Job Title: People Services Hub Operations Manager (Advisory/Tier 2)
Location: Milton Keynes, Buckinghamshire (Hybrid)
Contract: Full-time, Permanent
Salary: £46,000 up to £55,000 dependent on experience
Start Date: ASAP
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The Role
The Open University is seeking an experienced and motivated People Services Hub Operations Manager to lead our Tier 2 Advisory teams, covering General HR, Absence & Wellbeing Support, Formal Processes, and Associate Lecturer Operations.
You will play a key role in delivering high-quality HR services across the employee lifecycle, managing complex casework, and driving operational excellence through innovation, process improvement, and digital enablement.
Reporting to the Senior Operations Manager, you'll lead a high-performing team, foster a collaborative culture, and ensure service excellence in a high-volume, fast-paced environment.
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Key Responsibilities

• Lead, develop, and inspire Team Managers and Advisors in the Tier 2 Advisory function.
• Oversee delivery of complex HR casework, ensuring legal compliance and high service standards.
• Drive continuous improvement, embedding digital tools, automation, and AI where appropriate.
• Maintain accurate documentation, process governance, and consistent application of policies.
• Monitor and report on KPIs, SLAs, and service insights to inform decision-making.
• Act as a senior escalation point for complex HR matters, applying sound judgement.
• Build strong relationships with internal stakeholders and external partners to support HR projects.
• Support system enhancements and rollouts, including SAP SuccessFactors and self-service tools.
• Lead the team through significant change, ensuring engagement, resilience, and clear communication.

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Skills & Experience
Essential:

• In-depth complex case management experience.
• In-depth HR qualifications (e.g., CIPD or equivalent).
• Proven leadership experience within HR Shared Services, ideally in high-volume, high-pressure environments.
• Strong operational HR background (public sector, higher education, or private sector).
• Understanding of a shared services model, including specialisms, business partner structures, and centralised first-line handling of queries (e.g., pregnancy advice, absence management).
• Ability to manage high levels of inbound queries ("front-end traffic").
• Skills in prioritisation, meeting SLAs, and managing conflicting case demands.
• Strong knowledge of UK employment law and HR best practice.
• Demonstrable track record in driving performance and supporting change within a team.
• Experience using metrics to improve service delivery and meet SLAs.
• Excellent communication, influencing, and relationship-building skills.
• Customer-focused approach to designing and delivering HR services.

Desirable:

• Experience with SAP SuccessFactors or similar HR systems.
• Background in Higher Education or public sector.

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Equality, Diversity & Inclusion
The Open University is committed to equality, diversity and inclusion which is reflected in our mission to be open to people, places, methods and ideas. We aim to foster a diverse and inclusive environment so that all in our OU community can reach their potential. We recognise that different people bring different perspectives, ideas, knowledge, and culture, and that this difference brings great strength. We strive to recruit, retain and develop the careers of a diverse pool of students and staff, and particularly encourage applications from all underrepresented groups. We also aspire to make The Open University a supportive workplace for all through our policies, services and staff networks.

Interested?
Click to apply or contact us for more information about this opportunity.

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