Here at Mitchells & Butlers, our Award Winning People Services provide best in class support for all HR Services, which include: hire to retire, payroll, expenses, management information, helpdesk, chat & self-service via our Support Hub, business support and HR & payroll systems, data & change. The service provides administration, support and advice to all managers and employees – retail management, corporate and hourly paid employees based in 1600 sites around the UK. We have a rare and exciting opportunity for a HR professional to join our Team as a Head of People Operations & Support to lead this team in an exciting new era of evolution and development.

As Head of People Operations & Support, you will be a senior member of our People Services Management Team, reporting into our Director of People Services. In this exciting, challenging and varied role, you will be leading a fast-paced large people service operational team of approx. 47 FTE based at the Retail Support Centre in Birmingham.  This team deliver a high quality ‘hire to retire’ people service and support for employees and managers in our Head office, retail management and retail hourly paid employees. 

Key objectives of the role include;

• Being the champion voice of the customer; leading a culture of continuous feedback and driving a high quality support service to our managers and employee, continuously looking at how we can make incremental improvements to the quality of our services, processes, online guidance and support.
• Working very closely with the payroll service to help drive as many of our employees to get paid accurately and on time balanced against the need to manage cut offs and key controls by having clear routes to manage exceptions.
• To deliver user friendly, accessible tier 0 guidance to enable managers and employees to find the information and guidance they need for all routine and simple queries.
• To deliver a high-quality responsive helpdesk service for people and business support, constantly growing the scope of support and evolving the service to meet the needs of managers and employees.
• Identify and support the implementation of regular changes and improvements, proactively engaging with senior stakeholders, managers and employees.

 This role will involve a mixture of office and home working, with our Head Office based in Birmingham City Centre.

About us…

Serving with pride since 1898, Mitchells & Butlers are the heart of UK hospitality. In fact, you already know us, even if you don’t realise it! We own and run more than 1,600 pubs, bars and restaurants including the stylish All Bar One brand, legendary Miller & Carter steakhouses, and the iconic Toby Carvery. We are Mitchells & Butlers, and we set the industry standard.

You’ll be well rewarded…

• Working 35 hours per week, Monday to Friday, with flexibility with working hours to fit around your personal commitments
• 33% off at all our brands, including our hotels. Whether it’s date night at Miller & Carter or a family roast at Toby Carvery, we’ve got you covered!
• A pension that pays, where we’ll more than match your contributions (x1.5 of your contributions, up to a maximum of 5% of your salary)
• Private healthcare for you and your family, dental plan, cycle to work, and keep fit schemes
• 26 days annual leave plus bank holidays

What makes Mitchells & Butlers a great place to work?

To us, a career isn’t just about ‘clocking in’. We really care about our colleagues, and we’re an employer that keeps a promise. In fact, as one of the largest employers in the country, with over 44,000 people working for us, we have the responsibility of valuing every contribution from a diverse workforce that are representative of our guests, and who make us stronger. We continue to build a culture that values our differences and embraces them as strengths, and we recognise that there is always work to be done.

What will I be doing?

• Senior level ownership and accountability for service delivery for People Services, including resolve all escalated queries and complaints.
• Lead teams providing helpdesk and hire to retire administration support, approx. 45 FTE.
• Monitor, report and escalate when required on all key compliance controls and regulations such as right to work and national minimum wage.
• Ensure people development plans, coaching and 121s are taking place consistently across People Services with succession plans in place.
• Lead on all engagement and communication activities including holding engaging briefings, regular communications, engagement activities and wider management team meetings.
• Embed a culture of cross team working to create opportunities for people to move around and develop skills and experience and support peaks more effectively.
• Lead on People Services Business Continuity planning.
• Lead on managing relationships with senior stakeholders in other functions and in People teams to identify opportunities to improve and evolve services and support.
• Ensure effective training and documentation in place, to drive consistent processes and to support multi skilling.
• Ensure effective induction is in place for all roles in People Services.
• Oversee operations to ensure effective delivery of all annual, cyclical, and project-based activities across People Services teams.  Working in collaboration with CoEs and other functions to plan and develop effective and commercial solutions.
• Take a leading role as part of the People Services Management Team to support the achievement of People Services objectives and operations.
• Lead relationships with senior stakeholders to ensure broader strategy is understood and effective team working across end-to-end processes in HR.
• Ensure that Managers and employees have clear guidance and support to use people systems and know where to get help when needed.
• Deputise for the Director of People Services when required.

What do I need?

• Demonstrable People Leadership and experience of leading large teams
• Ability to work confidently with operators at all levels, influencing senior stakeholders and challenging where necessary.
• Ability to prioritise conflicting demands.
• Analytical – to be able to clarify business requirements and priorities and help translate into requirements for suppliers or Team – i.e. delivering insights.
• Knowledge of end-to-end people and pay processes and systems impacts/dependencies
• Relationship Management with internal stakeholders and external suppliers
• Thorough knowledge of UK Data Protection legislation.
• Strong communication skills.
• Strong customer service mindset
• Ability to understand complex issues and describe simply to be able to report and update senior stakeholders.
• Experience in retail or hospitality desirable
• Experience in HR shared services desirable

Closing Date – 11.59pm Wednesday 19th June 2024.