6 months ago
Education Accounts Director
Managing Director, HR Solutions
The position will be based in England and will require travel between several sites namely: Carlisle, Chichester, Sheffield and Orpington with occasional travel to other sites and overnight stays.
Overall Purpose of the Role
The purpose of the role is to own and build out the HR Solutions Education proposition and business vertical. People Solutions is looking for a dynamic client focused business owner to join the senior leadership team of HR Solutions, the fastest growing business within the People Solutions division of Capita plc.
The Education business is well established within HR Solutions with over 1000 schools currently on the platform of payroll and HR Advisory services.
We have ambitious plans to both transform our services and grow our client base and a client-outcome focused business leader is required.
Key member of the Senior Leadership Team with responsibility for the development and execution of the HRS Solutions Education “vertical” business plan. This includes:
§ Working with the MD (and other stakeholders) to develop the Go-to-Market strategy for Education business.
§ Leading the Education business with direct accountability for the Education P&L.
§ Align the Group sales organisation’s objectives as they relate to Education within HR Solutions’ business strategy through active participation in corporate strategic planning, sales strategy development, accurate forecasting, sales resource planning and budgeting.
§ Proactively creates internal networks and works to ensure that the Education practice within Capita HR Solutions remain at the forefront of and Group Sales activities. Work with Group Sales to position the division as a high performance and creative partner in large scale bids.
§ Drive operational teams to deliver Opportunity Income targets.
§ Provide thought leadership and representation at industry events and forums
§ Assume overall accountability for Service Delivery across a number of sites delivering HR & Payroll transactional services to schools.
§ Accountability to ensure: achievement of contracted service level whilst maintaining and improving the quality, productivity, and cost effectiveness of service.
§ Responsible for working with the operational sites to define effective and efficient operating practices and organisational structure taking account of risk management and quality control.
§ Accountable for the development of operational site improvement plans, working with local Business Managers to achieve the optimal operational effectiveness allowing for business growth.
§ Accountable for the review of sites’ current operational structure and practices and establish a standard which is then implemented across all sites.
Team Management responsibilities
§ Develop direct reports through the use of 1-2-1 meetings, coaching, objective setting, targets, appraisals, training and performance management.
§ Develop a succession plan that ensures that all key management roles within the Shared Service Centres have succession candidates and development plans that will drive internal replacement where necessary.
§ Monitor the performance of teams and individuals, identifying development areas and addressing poor performance where appropriate.
§ Be proactively responsible for staff motivation including all managers and operational staff within the Operations Sites.
Other tasks may be assigned to the role over time based on business need and following consultation with the postholder.
§ Escalate appropriate problems to the Managing Director, HRBP or Finance Director.
§ Client relationship building with key clients to ensure consistency and accountability.
§ Develop and maintain an understanding of the Education market and customers.
§ Contribute to the overall operational achievement of required service levels by working with direct line operational managers to identify risks and prioritise resource deployment.
§ Maintain knowledge of developments within the Shared Service Centre industry and benchmark services against other Shared Service operations.
§ Ensure the profile and quality of new recruits is in line with the retention, quality and flexibility targets set by the business.
§ Develop and maintain a team ethos, minimising staff absence and attrition.
§ Assist other business functions as appropriate.
§ Be available as a decision maker in the escalation process.
§ Adhere to the company security policy and escalate any breaches accordingly.
§ Take responsibility for Health & Safety in the workplace, identifying, acting upon and where appropriate escalating any risks.
Key Skills & Experience:
§ Experience of managing a Contact Centre / Shared Service Centre / Multi-site activity
§ Ability to manage detailed operational deliverables & teams, whilst maintaining a strategic approach to meeting targets and business plan
§ Experience of managing a client relationship in an outsourcing environment
§ Exceptional planning and organisational skills
§ Ability to work under pressure, prioritise and to meet tight deadlines
§ Excellent leadership skills
§ Excellent verbal and written communication skills
§ Able to demonstrate a solution orientated mind set and a willingness to ensure your customers and your customer's customers are successful
§ A creative/challenger sales mind-set to help differentiate Capita HR solutions in a competitive market
§ A highly motivated and driven character to scale the proposition as success in the role grows
An eligibility sift will be carried out on the basis of the information that you provide as part of your application. It is therefore essential that all applicants demonstrate through their application how to and to what extent their experience is relevant to the above criteria.
Delivery of the Business Service
Managing performance and Self development
Planning & Organisation and adapting to change
High Level Influencing (Building Rapport)
Highly Customer Consultative
Salary and Benefits
Competitive salary and benefits package