Role Title

HR Supplier Performance Support Manager



Job family group

Organisational Support

Job family

Human Resources

Grade

HEO

Status

For internal use


Role Purpose

(250 words max)

Reporting to the HR Supplier and Performance Manager, the HR Supplier Performance Support Manager sits within the HR Supplier Performance Team and is responsible for the line management of the HR Supplier Performance Officers.


The role holder will lead on their allocated HR supplier portfolio’s (e.g. SSCL Pay, SSCL Resourcing, Optima Occupational Health, PAM Wellbeing, Brook Street, Pensions and CSHR Casework) supporting the management of service failure escalations and identifying any themes and trends that arise as a result. The role holder will also be expected to feed into the HR Service review meetings and develop regular communications to the wider HR Ops Teams and HMCTS on service updates and improvements.






Key Accountabilities (600 words max)

As part of a portfolio lead based approach to the HR Supplier Performance work, the HR Supplier Performance Support Manager will:

  • Support the working relationship with the 3rd party HR transactional suppliers such as SSCL Pay & Resourcing, Optima Occupational Health and Civil Service HR Casework, to coordinate and manage the services to ensure they are reliable and timely for HMCTS employees

  • Work closely with HMCTS HR and MoJ HR colleagues to improve service delivery across HR, supporting the HR Supplier Performance Manager with delivering projects and initiatives to drive improved effectiveness.

  • Working within the HR Supplier Performance team to actively talk to HMCTS employees and line managers about the service they receive and how it can be improved/developed, via engagement activities or regular feedback requests

  • Ensure that any data or information delivered is done so in accordance with relevant data quality standards. Escalating any data breaches through relevant channels where necessary.


Knowledge, Skills and Experience (500 words max)


  • Proven experience of building strong relationships and working with a number of internal and external stakeholders

  • Experience of working with HR related service providers

  • Strong organisation skills, able to influence in a positive and collaborative way

  • Strong programmatic approach to delivering solutions

  • Desire to simplify complex issues and look for practical applications




Problem Solving and Decision Making (300 words max)

  • The role holder will manage the robust triage process of service failure escalations to ensure 3rd party supplier relationships are maintained, whilst being expected to challenge 3rd party suppliers if escalation routes fail (push backs or delays in resolving)

  • Will be required to manage inter-relationships across the HR function and organisational boundaries, to manage and mitigate risks in the Assurance function and drive through improvement activity linked to their specific portfolio

  • Influence, shape and drive innovative improvements with HR contract providers, to enhance the customer experience in HMCTS.





Management of Resources (250 words max)

  • The role holder will be part of the HR Supplier Performance Team which consists of the Head of HR Supplier Performance (G7), HR Supplier Performance Manager (SEO), HR Supplier Performance Support Manager X2 (HEO) and HR Supplier Performance Officer X2 (EO).

  • They will formally line-manage the HR Supplier Performance Officers and will be expected to support, coach and mentor those HR Supplier Performance staff who are assigned to support their specific portfolio areas.

  • They will proactively support a portfolio of HR Supplier Performance activity by building links with other teams, encouraging cross team working and coordinating and collaborating on a range of issues, key risks & contingencies.

  • There will be no direct budgetary responsibility. However, the role holder will be expected to work with HR Supplier Performance colleagues, reporting back on specific areas of spend that sit within their portfolio areas.


Autonomy (250 words max)

  • The role holder will be expected to work with assigned suppliers to identify & clarify priorities and respond to changing requirements, managing performance to ensure quality outcomes within their assigned portfolio, referring back to the HR Supplier Performance Manager for guidance when required.

  • As portfolio lead, they will act as the face of HMCTS HR and represent HMCTS and its requirements and expected levels of performance of HR suppliers (e.g. Payroll, Occupational Health Services, Employee Assistance Programme and Career Transition Service) using evidence through data & MI as well as own judgement to hold suppliers to account.



Key Relationships and Contacts (300 words max)

  • The role holder will be required to build and maintain effective relationships with the following key decision-makers:

  • HMCTS HR colleagues, specifically HMCTS HR Operations - Resourcing & Redeployment and HRBP team

  • The relevant teams with the MoJ People Group:

    • HR Services Team, linked to supplier engagement

    • MoJ Shared Services Client Team;

    • and the MoJ Commercial & Contract Management Directorate (CCMD),

  • Contract Management Teams for external HR Suppliers: as part of a direct contractual relationship with some suppliers where HMCTS are the contracting authority (i.e Working Transitions for the Career Transition Support contract and Brook Street for contingent labour - clerical and admin support) or as part of a wider-MoJ client group where MoJ are the contracting authority (i.e. SSCL for Payroll & Recruitment, PAM Wellbeing for the Employee Assistance Programme (EAP).