People Operations Manager

Lanes Group is a leading nationwide utility services provider with over 4500 dedicated employees. Our diverse subsidiaries drive our success across various sectors contributing to a remarkable turnover of over 500 million. We are committed to excellence and innovation ensuring we provide industry leading services to our clients and stakeholders.

Purpose of the role:

The People Operations Manager leads the delivery of high-quality compliant and customer-focused people operations across the organisation. The role is accountable for the effective running of People Operations our HR shared services ensuring consistency efficiency and a positive employee experience throughout the employee lifecycle.

Operating across multiple sites the People Operations Manager leads the PeopleOperationsteam acts as the primary escalation point for complex operational people matters serving as a subject matter expert (SME) and escalation point for People Advisors offering expert guidance on first-line management queries and supporting the effective resolution of low-level employee relations cases.

Working closely with the People Business Partners Employee Relations Centres of Excellence and People Data & Governance teams the role balances operational efficiency risk management and employee advocacy while ensuring people processes enable business performance at scale.

Key responsibilities:

People Operations & Service Delivery

• Lead the day-to-day delivery of People Operations / HR Shared Services ensuring accuracy timeliness consistency and legal compliance.

• Oversee core people processes including recruitment administration onboarding employee lifecycle changes leavers records management and benefits administration ensuring alignment with UK employment law and internal policy.

• Ensure a consistent employee and manager experience across all People Operations touchpoints while managing risk appropriately.
• Act as the operational and employment law escalation point for People Advisors and People Operations Coordinators on complex queries cases issues or exceptions to process.

Operational Leadership & Team Management

• Lead motivate and develop a high-performing PeopleOperationsteam creating a positive and service-led culture.

• Build employment law capability bestpracticeand confidence within the team through coaching quality assurance and knowledge sharing.

• Set clearobjectivesmonitorperformance and provide regular feedback coaching and development support.

• Ensure team capability capacity and skill levels align with business demands service expectations and compliance requirements.

• Foster accountability collaboration and continuous improvement within the team.
  

Process Excellence Governance & Continuous Improvement

• Ensure people operations processes are compliant with UK employment law GDPR and internal policy.

• Identifyopportunities to improve efficiency quality and employee experience through standardisation and continuous improvement.

• Developmaintain and embed clear procedures service standards and knowledge resources.

• Work with HR systems owners and providers to optimise HR technology and data quality.
  

People Data Metrics & Insight

• Monitor People Operations performance using KPIs SLAs and service metrics.

• Analyse trends volumes risks and bottlenecks to inform resourcing and improvement activity.

• Provide regular reporting and operational insight to the People & Culture leadership team.

• Act as a subject-matter expert for people operations data and process insight.
  

Collaboration with HR & the Business

• Work closely with HR Business Partners to ensure seamless end-to-end delivery of people support aligned to business needs.

• Work closely with People Data Governance & Project teams to ensure people operations activity is supported byaccuratedata robust governance and effective delivery of people-related projects and change initiatives.

• Partner with ER to support complex or sensitive cases throughaccurate compliant process execution.

• Collaborate with Centres of Excellence Payroll L&D and Recruitment to ensure joined-up people services.
• Support people-related change activity (e.g. restructures mobilisations TUPE M&A) from an operational readiness and delivery perspective.

Employee Experience Risk & Advocacy

• Ensure fair consistent and transparent application of people policies and procedures.

• Maintainhigh standardsof confidentiality ethical practice and data security.

• Balance operational efficiency with employee advocacy and experience.
• Proactivelyidentifyand mitigate operational people risks escalating whereappropriate.

Required Skills & Competencies

• Proven People Operations / HR Shared Services leadership experience.

• Strong operational organisational and service delivery capability.

• In-depth knowledge of UK employment law and HR operational processes.

• Experience leading teams in a high-volume complex environment.

• Strong analytical skills with the ability to use data to drive improvement.

• Excellent communication stakeholder management and influencing skills.

Required:

• Significant experience in a People Operations HR Operations or HR Shared Services management role.
• Experience working within a complex multi-site organisation.
• Proven ability to balance compliance efficiency and employee experience.
• Experience supporting workforce change activity from an operational perspective.
• Bachelors degree in HR Business or related field; CIPD Level 5 qualification preferred.

Living the Company Values:

By embedding our companies core values and purpose into each role ensures that every employee regardless of their role or level understands how their individual development and contributions align with our purpose of improving today for a better tomorrow.

Each role and value has an alignment to set proficiency levels and expectations this role holder is expected to:

• Leading: Acts as a role model shaping the learning agenda and influencing change.
• Agile: Anticipates learning needs adjusts quickly to changing operational contexts.

• Nurturing: Supports the development of others through coaching and structured development plans.
• Engaging: Inspires and motivates learners builds trust and credibility
• Safe & Secure: Ensures all learning is aligned to safety and compliance standards.

Your Contribution to the company:

• Strive to be always positive and constructive
• Adhere to all company policies
• Straight talking about the facts of the situation open discussions are the best way to find solutions
• Help others through communicating clearly
• Deliver on commitments
• Ensure that any ideas that may enhance the productivity or systems of the company are brought to the attention of Senior Management or your colleagues
• Deliver our Company Values understanding that by working together in unity we are Stronger Together

Equity Diversity & Inclusion:

At Lanes Group we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds including those from underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world.

Required Experience:

Manager