People Operations Lead
Central London
Tech Firm
£70,000 – £80,000
My client are seeking an experienced and resilient People Operations Lead to join their dynamic and evolving SME tech firm in Central London. As part of the People team, you will play a pivotal role in driving process and policy improvement, managing employee relations (ER), and contributing to various strategic projects. Reporting directly to the interim Chief People Officer (CPO), this role requires someone with a proactive mindset, a passion for change management, and a strong ability to navigate an environment undergoing rapid transformation. Experience working with contact centre employees is essential for this role.
Key Responsibilities:
- Process & Policy Improvement: Lead initiatives to review, enhance, and implement HR policies and processes that drive operational efficiency and support business objectives.
- Employee Relations (ER): Manage complex ER cases, particularly those related to contact centre employees, providing expert guidance to managers and employees on performance management, disciplinary actions, grievances, and conflict resolution.
- Performance Management: Creating and imbedding a clear performance management process across HQ and the contact centre population.
- Project Management: Drive and support key HR and people-related projects, ensuring timely delivery and alignment with business goals.
- Change Management: Partner with business leaders to manage change initiatives, ensuring smooth transitions and high engagement during periods of organizational evolution.
- Data-Driven Insights: Utilize HR metrics and data to inform decision-making and present insights to senior leadership, supporting workforce planning and people strategy.
- Collaboration: Work closely with the People team and cross-functional departments to deliver cohesive HR solutions that align with company culture and values.
- Compliance: Ensure all HR practices adhere to employment laws and regulations, staying up to date on any legislative changes that impact the business.
Qualifications & Experience:
- Proven experience in a People Operations or HR Ops role, ideally within the tech or SME sector.
- Experience working with contact centre employees, understanding their unique challenges and workforce dynamics.
- Strong knowledge of UK employment law and experience in managing ER cases end-to-end.
- Demonstrated experience in driving HR process improvement and policy development.
- Experience in leading or supporting HR projects, with a track record of successful delivery.
- Ability to thrive in a fast-paced, evolving environment and manage multiple priorities effectively.
- Excellent communication and interpersonal skills, with the ability to influence at all levels of the organization.
- A proactive, problem-solving mindset, with resilience and adaptability in the face of change.
