We have a new opportunity for an Absence & Wellbeing Team Leader to join our wonderful HR Department.
Reporting directly to the HR Advisory Services Manager, the Absence & Wellbeing Team Leader will deliver a high quality, proactive, legally compliant and efficient telephony HR advice service to the Iceland Business (Retail, Head Office, IGC).
The successful candidate will monitor, review and drive case management with regards to absence cases to ensure an efficient and fair outcome for both the business and the colleague.
KEY ACCOUNTABILITIES/TASKS Ensure the Absence & Wellbeing Case Managers deliver accurate and commercial advice against legal and Iceland HR policy requirements.
Ensuring cases are managed proactively, within SLA's and case notes accurately reflect calls and associated risk to the business.Demonstrate motivational and role model leadership behaviours as an effective ambassador for the HR Advisory Service at all times.Manage the day to day operational requirements of the Absence & Wellbeing team including monitoring productivity, case volumes, SLA's, ensuring the team are effectively resourced day to day (holidays administration, rota etc).Coaching and conducting 121's /annual performance reviews for direct reports identifying development opportunities and propose solutions to the HR Advisory Services Manager.Ensuring the continued development of direct reports through identifying training needs and making recommendations for growth.Proactively and frequently review quality across team in all aspects of work undertaken through both ad hoc and routine reviews.Ensure accurate input of all case MI.Utilise MI to identify trends and seek out opportunities for proactive campaigns / targeted support across Retail, Head Office and/or group companies.Where required, provide Adviceline support and provide pragmatic HR advice and assistance on Iceland policies, procedures and best practice in a risk-managed way ensuring compliance at every stage.Take every opportunity to coach managers in aspects of people management including communication, robust decision making, fairness and consistency.Reviewing and preparing (where appropriate) letters/documents in readiness for and after formal hearings and providing feedback to Managers where required.Undertake HR related assignments and projects as identified by HR Advisory Services Manager as appropriate.Work autonomously, on delegated work areas and where appropriate seek advice from senior colleagues when required.MEASURES Compliance with HR policy and legislation/processes.SLA's met.Accuracy of data quality.Team performance is managed objectively and consistently.Regular 121's and annual performance reviews completed.Cases are managed proactively.Pulse results.SKILLS Evidenced experience of managing a team.Ability to build rapport quickly with key people/stakeholders – politically astute.Credible, articulate, confident communicator with a high level of oral and written English.Ability to effectively manage conflict.A customer-oriented approach and focus, committed to achieving excellent levels of customer service/experience.Ability to analyse complex issues and provide practical and creative solutions.Ability to think quickly and work to tight deadlines often working on a number of different issues simultaneously.Good questioning and listening skills to establish customer requirements.Proficient with and comfortable using telephony alongside multiple technology platforms.Demonstrable coaching skills.QUALIFICATIONS/KNOWLEDGE/EXPERIENCE Previous experience of management a diverse team in a fast-paced environment.Up to date, comprehensive working knowledge of employment law and legislation.Ideally CIPD qualified (at least Level 5).At least 4 years' experience of confidently operating in an HR advisory role within a complex and customer-focused environment.Solid experience in the application of company policies and procedures and HR best practice.Experience of applying a commercial and pragmatic approach to providing HR risk-based solutions to difficult issues that arise within challenging situations.Ability to work flexibly in an agile way in order to meet deadlines and respond positively and constructively to feedback.Can evidence building capability within a coaching framework.
#J-18808-Ljbffr