Operations Manager Tier 1

Butler Rose is working alongside one of our top educational organisation clients based in Milton Keynes who have an exciting opportunity for an experienced Operations Manager (Tier 1/First Line Support) to join their team. This is a Fixed term contract until 31st July 2026 and the will pay up to £54,395 for the successful candidate based on experience. The role will be in Milton Keynes - hybrid working is available. Operations Manager will manage first line people support services, optimising team performance and driving service efficiency and effectiveness through process review, technology utilisation and best practice. Responsibilities: Lead and Develop: Proactively manage Tier 1 Team Managers to build and retain a highly engaged, skilled, and capable team that meets the University's needs. Service Management: Oversee day-to-day service delivery, ensuring SLAs, KPIs, and quality standards are met while adhering to legal and compliance requirements. Workload and Capacity Planning: Ensure customer queries are addressed efficiently through preferred channels, including phone, email, and self-service. Resource Optimisation: Address and support resource challenges to minimise absence and turnover. Team Capability: Equip teams with the skills and knowledge to deliver accurate and customer-focused support. Process Documentation: Collaborate with the Operational Enablement team to maintain up-to-date Tier 1 process documentation. Cross-Team Collaboration: Work with other People Hub teams and stakeholders to enhance HR processes, systems, and resources that enable self-service. Continuous Improvement: Support the Senior Operations Manager in embedding a culture of continuous improvement focused on service enhancement. Performance Evaluation: Regularly assess and develop service standards to ensure operational excellence. Stakeholder Engagement: Serve as a role model by collaborating with colleagues and stakeholders to promote organisational learning. HR Systems and Process Development: Contribute to HR systems and operational change projects. Escalation Management: Act as a point of escalation for complex issues, applying judgement and initiative as needed. User-Centric Service Delivery: Gather feedback to improve processes and services continually. Data Analysis and Integrity: Support data-driven decision-making and ensure data integrity in line with GDPR. Leadership and Engagement: Participate actively in team meetings and developmental activities. Skills, Experience & Background: Our client is looking for a skilled and inspiring leader with a proven track record in managing HR Shared Services or Operational teams. The ideal candidate is people-focused, motivating, and an effective communicator with strong relationship-building and problem-solving abilities. Essential: Demonstrated experience in leading operational teams in HR Shared Services or equivalent environments. Strong leadership skills focused on team development and service excellence. Experience in performance management, resource planning, and service optimisation. Proven expertise in designing employee-centric processes across the employee lifecycle, focusing on automation and self-service. Analytical abilities to leverage performance data for improvement. Desirable: Experience with SAP SuccessFactors. Familiarity with HR case management solutions. CIPD qualification (minimum Level 5). We can offer you a full insight and job description on applying, please don't delay with your application. Please call or email Cerys Kirby Thirlwell for further information

Butler Rose is committed to equality in the workplace and is an equal opportunity employer.Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.