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HR Delivery Manager


Job Number: 21665

Location: Acton Support Centre (123)

Contract: Full Time / Permanent


HR Delivery Manager


Responsible for ensuring the HR Transactional service provided by Capita, Brno and Acton Payroll are delivered in accordance with SLAs and KPIs. Ensure all issues raised by customers are addressed and implement appropriate CI initiatives and fixes.
Liaise with HR Process Owner and HR Systems Team in addition to providing practical advice and knowledge in relation to any major projects


You will:

• The key focus of this role is to ensure HR delivery is executed to the standard that all Business Stakeholders expect and a fundamental way of doing that is for the HR Delivery Manager to lead all  monthly performance reviews with all of the HR delivery functions to ensure performance in line with KPIs
• HR Service will be delivered by our outsouced providers – currently Brno and Capita) and the HRDM will liaise with the Supplier Manager(s) to assess and document performance both routine and when there are service failures.
• To ensure performance improves and that HR delivery is in the upper quartile of delivery it will be key to drill down on all metrics to build a full picture of HR performance
• The HR journey will need to be fully mapped identifying all performance areas, hand offs, key controls and other key aspects of HR ensuring all pain points are identified and processes smoothed.
• To drive performance it will be key to benchmark performance against other similar type retail businesses and learn from initiatives other businesses are undertaking.
• The HRDM will identify issues to improve and will instil a culture of Continuous Improvement and drive the CI Programme.
• Visit sites to show DCG leadership, presence and support for HR service Delivery
• Establish a Client Relationship Management Programme by identifying all stakeholders for all aspects of HR service and ensure regular sessions are held with them. Gather feedback both formally and informally of HR service.  Attend HR events to advise on performance and gather feedback.
• Be an escalation point for queries and monitor performance logs and drive remedial action with backlogs and queues
• Be the first point of contact for HR SLT issues in relation to service and support and be the first point of contact for sensitive queries from within the business.
• Support strategic design projects by providing SME knowledge on how the processes work
• Liaise and support HR Process Owner and help build Process Owner strategic plan
• Liaise and support HR Systems Managers
• Manage the service overtime budgets.
• Lead the HR Change Board in conjunction with HR Process Owner


You will need:

• End 2 End HR experience from a line management role
• Knowledge of HR systems
• Understanding of payroll


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.


It’s an exciting time to join us and find yourself a place in our growing success story, apply now.