Senior People Operations Delivery Manager
We are looking for a Senior People Operations Delivery Manager to lead the delivery of HR services across the full employee lifecycle. The role is responsible for managing People Operations teams, driving operational excellence, leading the adoption and implementation of change initiatives, and using data to improve service performance and colleague experience.
What You’ll Do
- Lead People Operations delivery teams (c.15 FTE) to provide high-quality HR services across Tier 1 query management and employee lifecycle processes.
- Manage performance against SLAs, KPIs and quality standards.
- Lead all aspects of the delivery of change programmes, using HR data and service insights to assess readiness, identify risks, and ensure successful adoption of new systems and processes.
- Use HR data, analytics, and service metrics to identify trends, diagnose root causes, and drive actionable improvements.
- Ensure compliance with GDPR, employment law, audit controls, and internal policies.
- Collaborate with HR, Finance, Reward, Payroll, Legal and Colleague Relations teams.
- Manage third-party service providers and ensure effective governance.
- Build an inclusive, high-performing team culture through coaching, performance management and leadership behaviours.
What You’ll Bring
- Strong leadership experience with advanced knowledge of HR Operations, Shared Services or HR Process Delivery.
- Proven track record in managing change, including leading transformation initiatives and facilitating positive uptake of new systems and processes.
- Proficient analytical skills; ability to interpret HR metrics, service data and workforce trends, translating data into clear insights and operational actions.
- Strong decision‑making, prioritisation and problem‑solving capabilities.
- Knowledge of compliance frameworks including GDPR, employment law and audit requirements.
- Experience using HR technology, case management platforms or workflow systems.
- Excellent communication skills, with ability to influence senior stakeholders.
- Ability to coach and develop managers and teams.
- Highly organised, structured and able to work in a fast‑paced environment.
- Degree‑level education or equivalent experience (desirable).
- CIPD or relevant HR qualification (desirable).
Benefits
From the day you join us, you’ll get access to staff travel benefits including unlimited basic and premium standby tickets on British Airways flights and up to 30 discounted “Hotline” airfares per year for yourself, friends and family. We encourage opportunities for development and progress across our business.
Inclusion & Diversity
We are committed to creating an inclusive workplace where everyone can be themselves. We welcome applicants from all backgrounds and cultures.
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