Location
London Borough of Tower Hamlets

Hours
Full Time

Salary
£51,487 per annum

About the Role
The HR Operations Manager is responsible for establishing and maintaining an excellent, reliable and responsive operational HR service for the Government Actuary’s Department (GAD). This role leads day-to-day HR operations, creating clear service standards and controls, coordinating workloads, and ensuring managers and employees receive accurate, timely and consistent support. It provides the operational management needed to sustain business-as-usual delivery while embedding improved processes and ways of working.

Working within HR Services, the postholder will lead the HR operations team and provide first-line operational leadership across the employee lifecycle. They will translate policy and process requirements into practical, documented services that are easy for colleagues to use and for the HR team to deliver consistently.

The role includes maintaining effective triage, case allocation, quality assurance, records and management information. The postholder will work closely with HR Business Partners, recruitment and resourcing, pay, policy and governance, payroll and systems colleagues, escalating complex or high-risk matters appropriately.

Key responsibilities include setting priorities and allocating work to ensure employee and manager queries are handled promptly and consistently; establishing and maintaining standard operating procedures, checklists, templates, decision points and escalation routes; defining and monitoring service standards, workflow controls and quality checks; providing clear first-line advice and guidance; leading and developing HR Officers; maintaining accurate employee records; coordinating operational interfaces with other HR functions; producing operational management information; owning operational risk and issue escalation; embedding sustainable processes; planning for peaks in demand and staff absence; and building constructive relationships across GAD to improve the HR service.

Experience
Experience of managing or coordinating a high-volume operational HR, people-services or comparable customer service function.
Experience of leading, supporting and developing colleagues, allocating work and maintaining delivery standards through competing priorities.

About you
Strong leadership and coordination skills with the ability to set priorities and allocate work effectively.
Ability to translate policy into practical, user-friendly services.
Excellent communication skills to provide clear advice and guidance.
Proactive in identifying and resolving operational risks and issues.
Committed to delivering a high-quality, customer-focused HR service.
Capable of building constructive relationships and seeking feedback to improve service usability and consistency.

Qualifications
Relevant qualifications or equivalent experience in HR operations or people management are desirable but not explicitly stated. A strong track record of operational HR management and leadership is essential.