People Operations Lead
People Operations Lead
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Job Description
Multiverse is the upskilling platform for AI and Tech adoption.
We have partnered with 1500 companies to deliver a new kind of learning thats transforming todays workforce.
Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI data and tech skills. Our learners have driven $2bn ROI for their employers using the skills theyve learned to improve productivity and measurable performance.
In June 2022 we announced a $220 million Series D funding round co-led by StepStone Group Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn the round makes us the UKs first EdTech unicorn.
But we arent stopping there. With a strong operational footprint and 800 employees we have ambitious plans to continue scaling. Were building a world where tech skills unlock peoples potential and output.
Join Multiverse and power our mission to equip the workforce to win in the AI era.
Job Title:
People Services Principal
Job Reports To:
Senior Director People Services
Job Department:
People & Talent
Job Location:
Multiverse Offices Paddington - London United Kingdom (min 3 days per week)
Summary
As Multiverse continues to grow we are seeking a detail-oriented and systems-focused People Services Principal to own the operational processes and procedures that support the full employee lifecycle. This role is centered on ensuring the seamless execution of our People Operations through the expert management of our HRIS (HiBob) and our standalone ticketing system Multibot. The ideal candidate will be an expert in process optimisation have demonstrated experience utilising AI for superior efficiency gains and have deep previous experience documenting managing and enhancing the core workflows that impact the employee experience from onboarding to involuntary terminations.
Roles & Responsibilities
Core Process & Systems Ownership: Own the management and configuration of the People Operations ticketing system including the architecture and SLA adherence.
In conjunction with the People Services Technical Implementation Lead collaboratively design the operational processes within the HRIS (HiBob) ) using your deep Specialised Knowledge to systematically enhance and automate (using AI as much as possible) the full employee lifecycle from onboarding through to offboarding including the ownership of the Performance and Pay Review processes throughout the year ensuring these run from within the HRIS and as defined by the key Accountable stakeholders.
Continuous Improvement & Analytics: Demonstrate strong Decision Making by analysing trends from HRIS and ticket data to solve problems without clear precedent. This involves translating insights into a continuous improvement backlog and using analytics to provide actionable recommendations that anticipates and solves for the future delighting our stakeholders.
Data Governance: Show unwavering Discipline by establishing and upholding rigorous governance standards to ensure all People data is accurate and secure. Maintain data quality and integrity within the HRIS through regular auditing and the effective building of processes and documentation. This includes overseeing the accurate and timely flow of all employee data that impacts payroll and benefits.
Compliance in Operation: Ensure requirements for compliance across the year are clearly documented and own the management of background checks for pre-employment and during employment complying with Ofsted regulations in line with UK Government Legislation as well as data and security regulations like GDPR and ISO/SOC2.
Technology AI & Innovation: Drive innovation within the People function exercising a strong Curiosity to find fresh solutions driven by new ways of working. This role is expected to find and in conjunction with the People Services Team implement interesting AI use cases or solutions into the teams day-to-day cadence enhancing analytics and automating routine tasks while ensuring all new functionality is built efficiently ethically and effectively.
Strategic Partnership & Collaboration: Demonstrate strong Collaboration by partnering with teams across the business such as the People Performance team to translate policy needs into efficient scalable workflows within our HR systems.
Service Delivery Excellence: Oversee the timely accurate and empathetic resolution of all employee inquiries continuously driving toward self-service solutions to create a positive user experience and contribute heavily to resolving urgent matters.
Skills & Experience
5 years of progressive experience in People Technology HRIS or strategic People Operations roles with a track record of supporting growing organisations
Deep hands-on expertise with a major Tier-1 HRIS (HiBob is strongly preferred) including configuration and management of core modules and expert knowledge of managing core employee lifecycle processes within an HRIS
Proven experience managing technology implementation projects and applying agile methodologies (e.g. sprint planning backlog management) to manage a continuous pipeline of work.
Strong business acumen with the ability to translate business needs into technical requirements and to articulate the benefits of technology improvements.
Excellent communication presentation and stakeholder management skills with a proven ability to collaborate effectively with partners across a diverse organisation.
Hands-on experience managing and configuring an HR ticketing system
Experience working in a regulated environment and successfully adhering to strict compliance measures is advantageous.
A strong analytical mindset with experience using ticket and HRIS data to identify and solve problems as well as identify appropriate quantifiable metrics to indicate health.
Experience handling payroll and benefits related employee data ensuring seamless and accurate flow to payroll for timely end of month processing.
Proven ability to manage multiple priorities in a fast-paced scaling environment.
A healthy curiosity for emerging technologies including AI-powered HR tools coupled with an understanding of the ethical considerations involved to come up fresh solutions driven by new ways of working.
Measuring Success in This Role
Within 3 months you will have conducted a full audit of our current People Services and operational processes identified key pain points and established strong relationships with the wider People & Talent team and key stakeholders across the business.
Within 6 months you will have contributed to the People & Talent roadmap and delivered initial quick win improvements to our support ticketing process and other core operational workflows. You will have tapped into specific agentic workflows too.
Within 12 months you will have successfully executed key projects from the roadmap delivering at least multiple significant system and process enhancements. You will have demonstrably improved key operational KPIs (e.g. ticket resolution time new hire onboarding satisfaction) and enhanced the data-driven reporting cadence and integrity for the People & Talent team and wider business.
Employment Type
Full-Time
