Business Services Manager (HR Services)

Job title: Business Services Manager (HR Services)
Grade: Grade H
Role code: SFA103
Status: Police Staff

Main purpose of the role:

Manage and develop all aspects of the operational delivery of the Business Services HR Services portfolio across both forces, including the development and maintenance of working practices, systems and processes to ensure optimum performance and full benefits realisation. Act as the senior HR contact between Business Services and other professional stakeholders, including leading on the consultation, implementation and change management aspects of service enhancements and as the SLT member responsible for delivering expected outcomes from Recruitment and HR Support services to both corporate and local customers.

Main responsibilities:

• Manage, review, evaluate and implement effective processes and procedures for all aspects of HR services including recruitment and HR Support, developing and maintaining relevant and efficient working practices and systems, to support both forces including the arrangements in respect of business continuity and disaster recovery capabilities, in consultation with internal and external stakeholders, in order to ensure the operational effectiveness of the services and the delivery of expected outcomes and business benefits.
• Provide expert advice and guidance to senior management and stakeholders on the maintenance, utilisation and further development of HR services, including the exploitation of appropriate technology concerned with the delivery of effective HR services in line with departmental and force business objectives, supporting appropriate job design and reward strategies and drafting policy, practices and procedure changes for referral to business owners, in order to ensure the operational efficiency and effectiveness of the Departments HR services.
• Oversee the management and co-ordination of the HR Support and Recruitment Teams, ensuring effective distribution and allocation of workloads, staff motivation, quality assuring products, undertaking coaching, addressing welfare issues and advising on Continuous Professional Development, in order to maximise performance from individuals and satisfy personal career aspirations, so that staff fulfil their potential and effectively contribute to the objectives of the business.
• Establish and manage service level agreements and key performance indicators for HR Support and Recruitment within Business Services, using these to ensure that individuals and teams meet the relevant performance targets and service expectations, providing efficient and cost-effective services across both forces.
• Develop and maintain policy, practice and procedures and the information asset register as an Information Asset Assistant to ensure compliance with Data Protection Act sharing agreements, ensuring that personal information is not unlawfully exploited; recognising potential or actual security incidents ensuring the circumstances are effectively investigated and ensuring lessons learnt are shared and where appropriate translated into policy, procedure and revised training; acting as first port of call for local managers/staff seeking advice on the handling of information; and ensuring that information is securely destroyed at the end of the designation retention period.
• Act as the primary contact to develop and maintain open and productive communication and consultation in strategic volume recruitment plans to meet future recruitment needs, including participating in working groups to ensure awareness of diversity and inclusion and the forces requirement for recruitment intakes to be representative of the local community.
• Engage and assist with the development and implementation of new business in respect of HR services, leading project teams and focus groups, liaising with HR professionals and internal and external customers, producing documentation and advising on working practices, in order to ensure that employment law and other legislative and policy requirements are met and effectively support operational activity and performance; research, prepare reports and manage HR related projects as commissioned by the Director of HR, including responsibility for quality assurance of Business Services HR Support and Recruitment, to enable the development and promotion of effective HR policies, practices and procedures which will also include supporting corporate HR activities and Force initiatives as required.
• Provide support and deputise for the Head of Business Services as required and support the other Business Services Managers and their teams, to include carrying out a range of senior management team level tasks within their portfolios as required, including the release of payments to vendors and other creditors via either the CHAPS or BACS payment systems whilst ensuring adherence with financial regulations and force policy; ensuring awareness of dependencies between the Business Services functions and working jointly on projects, continuous improvement and staff development initiatives to ensure effective co- ordinated delivery of all Business Services.

January 2023

Vetting level:

RV - Recruitment Vetting

Necessary experience:

The Business Services Manager (HR Services) will be a fully qualified member of the Chartered Institute of Personnel & Development, preferably with corporate membership status (MCIPD), or an equivalent level HR qualification. This will be supplemented with a minimum 3 years practical experience in an HR generalist or shared services environment role.

A comprehensive knowledge of HR policies, working practices, procedures and legislation is essential together with an ability to analyse performance data, interpret this data and then design and direct initiatives and processes to improve service and standards.

The post holder will have sound, relevant experience of working within a customer service environment. Strong customer orientation is essential in order to ensure that Business Services achieve continuous improvements against key performance indicators and service level agreements.

Excellent interpersonal skills are essential, both verbal and written, with the ability to manage a variety of situations involving sensitive personal issues as well as providing advice and guidance to staff and managers.

They must be able to build effective working relationships with stakeholders, trade union and staff association representatives.

The post holder must be innovative, flexible, self-motivated, organised and have the capacity to manage a substantial and varied workload. An ability to meet challenging business requirements and able to work under minimal supervision is essential. Good organisational skills are also essential for the effective performance of this role. Additionally, the post holder will possess strong research and analysis skills to enable effective change options to be presented to senior level stakeholders.

The post holder must be fully conversant with a range of Microsoft Office products, including Word, Excel, e-mail and the intranet, and have previous experience of a computerised management information system.

The post holder will be required to travel between and work from locations across both Kent and Essex.

Behaviours:

Analyse critically (level 3)

I balance risks, costs and benefits associated with decisions, thinking about the wider impact and how actions are seen in that context. I think through 'what if' scenarios. I use discretion wisely in making decisions, knowing when the 'tried and tested' is not always the most appropriate and being willing to challenge the status quo when beneficial. I seek to identify the key reasons or incidents behind issues, even in ambiguous or unclear situations. I use my knowledge of the wider external environment and long-term situations to inform effective decision making. I acknowledge that some decisions may represent a significant change. I think about the best way to introduce such decisions and win support.

Collaborative (level 3)

I am politically aware and I understand formal and informal politics at the national level and what this means for our partners. This allows me to create long-term links and work effectively within decision-making structures. I remove practical barriers to collaboration to enable others to take practical steps in building relationships outside the organisation and in other sectors (public, not for profit, and private). I take the lead in partnerships when appropriate and set the way in which partner organisations from all sectors interact with the police. This allows the police to play a major role in the delivery of services to communities. I create an environment where partnership working flourishes and creates tangible benefits for all.

Deliver, support and inspire (level 3)

I challenge myself and others to bear in mind the police service's vision to provide the best possible service in every decision made. I communicate how the overall vision links to specific plans and objectives so that people are motivated and clearly understand our goals. I ensure that everyone understands their role in helping the police service to achieve this vision. I anticipate and identify organisational barriers that stop the police service from meeting its goals, by putting in place contingencies or removing these. I monitor changes in the external environment, taking actions to influence where possible to ensure positive outcomes. I demonstrate long-term strategic thinking, going beyond personal goals and considering how the police service operates in the broader societal and economic environment. I ensure that my decisions balance the needs of my own force/unit with those of the wider police service and external partners. I motivate and inspire others to deliver challenging goals.

Emotionally aware (level 3)

I seek to understand the longer-term reasons for organisational behaviour. This enables me to adapt and change organisational cultures when appropriate. I actively ensure a supportive organisational culture that recognises and values diversity and well being and challenges intolerance. I understand internal and external politics and I am able to wield influence effectively, tailoring my actions to achieve the impact needed. I am able to see things from a variety of perspectives and I use this knowledge to challenge my own thinking, values and assumptions. I ensure that all perspectives inform decision making and communicate the reasons behind decisions in a way that is clear and compelling.

Innovative and open-minded (level 3)

I implement, test and communicate new and far-reaching ways of working that can radically change our organisational cultures, attitudes and performance. I provide space and encouragement to help others stand back from day-to-day activities, in order to review their direction, approach and how they fundamentally see their role in policing. This helps them to adopt fresh perspectives and identify improvements. I work to create an innovative learning culture, recognising and promoting innovative activities. I lead, test and implement new, complex and creative initiatives that involve multiple stakeholders, create significant impact and drive innovation outside of my immediate sphere. I carry accountability for ensuring that the police service remains up to date and at the forefront of global policing.

Take ownership (level 3)

I act as a role model, and enable the organisation to use instances when things go wrong as an opportunity to learn rather than blame. I foster a culture of personal responsibility, encouraging and supporting others to make their own decisions and take ownership of their activities. I define and enforce the standards and processes that will help this to happen. I put in place measures that will allow others to take responsibility effectively when I delegate decision making, and at the same time I help them to improve their performance. I create the circumstances (culture and process) that will enable people to undertake development opportunities and improve their performance. I take an organisation-wide view, acknowledging where improvements can be made and taking responsibility for making these happen.

Values:

Impartiality (accredited)

I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.

Integrity (accredited)

I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.

Public service (accredited)

I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.

Transparency (accredited)

I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.

Technical skills:

Finance - Payments Processing (Level 5)

Possesses an extensive knowledge of invoice and payments procedures, and has a detailed knowledge of Debtors Billing procedures. Confident with issuing invoices, chasing late payments, and recommending or authorising legal action to recover bad debts. Conversant with all aspects of payments processing in order to respond to complex queries and authorise adjustments to SAP as appropriate.

HR - Employee Relations (Level 5)

Regularly demonstrates a specialist and detailed knowledge over the full range of police and police staff conditions of service. Interprets and advises on employment law issues in respect of more complex case work and also in response to emerging case law and legislation. Able to meet and negotiate with trade union and staff association representatives to resolve local issues and cases. Usually qualified to Graduate level of the Chartered Institute of Personnel & Development (CIPD) and committed to continuing professional development.

HR - Org Development (Level 6)

Possesses a detailed knowledge of the organisational design, job analysis and evaluation. Provides advice and guidance at a senior level in respect of more complex organisational design issues.Able to apply job design and analysis to high standards at all levels throughout the Force. Assists with re-structuring of Directorates/Areas as appropriate. Likely to be an accredited job evaluation panellist. Able to quality assure role requirements and job description questionnaires. Understands and provides guidance on the legislative context of these issues. Usually qualified to Chartered MCIPD level.

HR - Recruitment and Selection (Level 5)

Demonstrates well developed interviewing skills and able to offer specialist, detailed working knowledge of a range of selection techniques. Skilled in the design of assessment centre tests and processes. Able to devise and implement selection programmes and important initiatives in order to support workforce planning requirements. Usually qualified to Graduate level of the Chartered Institute of Personnel & Development (CIPD) and committed to continuing professional development.

HR - Reward Management (Level 5)

Detailed knowledge of corporate policies, standards and procedures, providing expert advice and guidance on more complex pay, allowances and benefits issues covering financial and non-financial recognition and reward issues. Ensures compliance with and encourages innovative use of established policies and procedures. General understanding of the wider legislative context of reward issues. Assist with projects to review recognition and reward within the force. Usually qualified to Graduate level of the Chartered Institute of Personnel & Development (CIPD) and committed to continuing professional development.

HR - Staff Development (Level 5)

Able to provide advice and guidance to managers and staff regarding a wide range of staff development policies, process and programmes. Provides constructive feedback and guidance to staff relating to personal skill sets and abilities. Assists with the development of staff appraisal processes. Usually qualified to Graduate level of the Chartered Institute of Personnel & Development (CIPD) and committed to continuing professional development.

Health & Safety (Level 4)

Has received Supervisor training and takes responsibility for the safety of directly subordinate staff and visitors. Understands the procedures in place for the safe storage of hazardous substances, fire precautions and evacuation. Resolves hazards or problems identified within roles or work environments. Undertakes skills passport assessments for new and existing staff. Re-assesses passport as and when new equipment /technology is introduced.Completes annual reviews of skills passports, training needs analysis.

Information Gathering & Analysis (Level 5)

Information gathered is sufficient, valid and reliable and is consistent with the organisation's values, policies, guidelines and procedures. Able to deal with situations when information is insufficient, contradictory or ambiguous. Able to organise and interpret information so that conclusions can be drawn.

Internal Consultancy (Level 5)

Provides expert consultancy support, advice and guidance to senior managers in Departments and Areas. Understands and agrees client requirements. Agrees the level of service required after exploring all relevant options and consequences to ensure best value. Utilises appropriate techniques to gather and analyse specific, high quality data. Possesses the ability to influence others and gain commitment to action. Able to provide a seamless consultancy service.

Interviewing - General (Level 5)

Is a highly experienced interviewer (having accredited skills in recruitment, selection, appraisal, return to work, exit, and / or other managerial type interviews). Has an awareness of non-verbal communication. Provides feedback to colleagues to assist them with the development of their interview techniques. Identifies key issues for examination and maintains effective interview skills even in difficult circumstances and / or complex cases. Has a thorough knowledge of available interview techniques and their applications. Trains and develops others in these techniques.

Knowledge of Police Environment & Policy (Level 5)

Has a thorough understanding of the police service, nationally and locally, and is proactive in developing proposals which affect the way Kent Police and/or Essex Police operates. Possesses a detailed understanding of the inter-relationships between activities, roles, functions, and how organisation structures and police systems work. Understands and impacts on working procedures, practices and policies within areas of responsibility and ensures that these are followed at all times. Contributes to Force goals and is laccountable for delivering local business plan objectives.

Management of Police Information (MOPI) (Level 4)

Full compliance with Level 3. Has successfully completed all standard relevant Information Management and Security training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents and has working understanding of appropriate National Retention Schedules. Is able to quality assure own records management processes as well as those of any staff for whom they have supervisory responsibility. Is aware of where to seek further support in relation to Records management within force when necessary. If nominated as an Information Asset Assistant is familiar with the NPCC Information Asset Owners Handbook.

Office Technology (Level 4)

Demonstrates advanced skills in the use of one or more office software products Able to use these packages to enhance the quality or presentation of work required within the role. Manages data files and file structures. Provides on the job training and guidance to other staff in the use of specific or specialist software, if required. Familiar with established IT rules and protocols and shows a good understanding of data protection requirements.

Project Management (Level 5)

Able to initiate project plans and procure resources for projects which span Division or Departmental boundaries. Able to use estimating techniques and develop risk management approaches. Demonstrates an in depth and practical understanding of how to maximise the effectiveness of project teams. Able to prioritise activities within the project. Effectively controls costs and project budgets. Able to liaise with business sponsors and fully understands the business issues and impact on benefits management.

Research Techniques (Level 5)

Conducts major and multiple research projects. Able to use computerised research methods and mathematical techniques to support Force research requirements. Advises on the formulation and revision of policy in the light of research findings. Able to recognise and highlight the 'risks' to the Force.

Risk Management (Level 5)

Able to anticipate, accurately define and establish the relative level of risk likely to affect their specialist function, in terms of likelihood and impact, together with how the challenges facing the wider organisation might affect their role within the force. Assesses the risks of national initiatives providing feedback at the relevant level. Has an understanding of pathways to alert all appropriate senior managers to flawed or ineffective control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.

National Occupational Standards:

AA1 (Level Accredited)

Promote equality and value diversity.

AA2 (Level Accredited)

Develop a culture and systems that promote equality and value diversity.