HR & Payroll Services Lead

Capita plc.•Home, KS

63d•Remote

About The Position

Capita is seeking an experienced HR & Payroll Services Lead to design and implement high-quality, user-centric shared services for one of our key strategic clients. This is a unique opportunity to shape service delivery across a multi-phase transformation programme, underpinned by a newly implemented ERP platform and a comprehensive solution that includes a multi-channel contact centre, correspondence services, a data warehouse, and automation and AI capabilities. Reporting to the Operations Workstream Lead, you will lead the design and implementation of HR & Payroll services, ensuring seamless integration with client requirements and Capita's solution capabilities. You will contribute to the creation of the Service Blueprint and High-Level Operating Model, then oversee detailed service design and operating models for HR & Payroll. You will manage a team of Functional Analysts and SMEs, facilitate workshops with client and third-party stakeholders, and ensure service designs meet KPIs, SLAs, and user experience standards. This role also involves supporting service transition planning, dress rehearsals, and early operational rollout to ensure successful adoption.

Requirements

Extensive experience in leading sizeable operational teams and delivering shared services into a complex client organisation
Expertise in HR & Payroll service design and operating model development
Experience in large-scale, multi-party implementation programmes
Strong client relationship management and stakeholder engagement skills
Ability to manage TUPE transfers and drive workforce engagement
Experience in phased service transition planning, testing strategies, and hypercare support
Ability to work remotely and travel to UK-wide Capita locations as required

Nice To Haves

Experience with Oracle Fusion ERP service design
Experience working with global technical delivery partners and ERP partners
Multi-year experience in user experience-based service design
Knowledge of WCAG 2.2 Accessibility standards and testing tools
Familiarity with Government Digital Service (GDS) methodology and accessibility standards
Experience creating Service Blueprints, Operating Models, and SOPs using UX design methodology

Responsibilities

Contribute to the creation of the Capita Service Blueprint and High-Level Operating Model for HR & Payroll
Lead workshops with client and third-party SMEs to integrate service elements and resolve design conflicts
Develop detailed service designs and operating models focused on user experience and performance standards
Provide input to training and testing teams to ensure alignment with service procedures
Ensure service design aligns with Capita and ERP solution capabilities to minimise bespoke development
Present service design updates in the End-User Forum and facilitate stakeholder consensus
Participate in Payroll Parallel Run exercises to validate service readiness
Support transition planning and lead dress rehearsals ahead of service cutover
Resolve service-related issues during early operational rollout and support service operatives

Benefits

Competitive salary plus benefits
23 days' holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

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