Head of Advice
Portfolio are proud to be exclusively representing our award-winning HR Software provider based in the heart of Manchester, providing people solutions to over 50,000 clients worldwide. Our client is searching for a Head of their HR Advisory Service to join their growing business and to support the department in delivering a quality advisory service.
The team is required to offer professional excellence across all interactions with their clients, whilst offering legally compliant Employment and HR Advice. We are looking for someone with prior management experience and experience conducting HR processes. This is a busy role, so it would be beneficial if you are from a professional services/shared services high-volume background.
The Head of Advice will be responsible for:
1. Ensuring that your own knowledge of HR and employment law is up to date and clearly demonstrating continual professional development to support the department.
2. Supporting all software and utilization with engagement, usage, and quality.
3. Ensuring adherence to quality, performance, and service level standards.
4. Ownership and development of the service.
5. Ownership of HR content in the AI tool.
6. Supporting performance of the Advice team with the provision of any data or insights in client/Advisor usage and engagement.
7. Working across the group on behalf of and representing our client, looking for opportunities to improve client interactions and ease of service.
8. Carrying out a range of ad hoc projects, tasks, or roles that are deemed necessary to increase advice usage and overall HR software usage.
9. Supporting the development of any internal or customer-facing material that encourages usage and engagement of the range of products and features.
10. Attendance at sales, client, partnership, or public events.
11. Development and provision of content for any social media or PR events.
12. Assisting with the continuous improvement and performance of the service by reporting on and reviewing daily, weekly, and monthly data for the UK&I advice teams.
13. Being responsible for the operational delivery of service so that all processes, people, and performance are as efficient as possible whilst maintaining exceptional value-added service to clients.
To be considered for this opportunity:
1. Management experience.
2. Experience measuring KPIs and working within SLAs.
3. CIPD Level 7 Qualification is desired.
4. Experience working within a professional services/shared service environment.
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