Full-Time

Global People Service Delivery Manager

UK Remote

Posted on 7/23/2024

Ballard Spahr LLP

Ballard Spahr LLP

1,001-5,000 employees

National law firm providing diverse legal services

No salary listed

Senior, Expert

Remote in UK + 1 more

More locations: Birmingham, UK

Remote option available, but in-office presence in Birmingham is required.

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Communications
JIRA
Customer Service
Data Analysis
Requirements
  • BA, BS or Bachelor's degree in psychology, engineering, systems, or any other related career
  • HR, MBA or Services Delivery Master Degree
  • 8+ years of hands-on experience leading or managing HR operations, HR Service Delivery Centers, HRSC or Center of Excellence, knowledge of compliance Reports, Monitor Analytics KPIs, SLA, OKRs, Manage people, Vendor Management
  • Ability to flex hours to support global organization as needed
  • Excellent project management skills
  • Exceptional leadership and collaboration skills
  • Ability to work independently and as part of a team
  • Strong analytical and problem-solving skills
  • Exceptional verbal and written communication skills
Responsibilities
  • Lead and provide guidance, coaching, and support to our Tier 2 and Tier 1 roles, allocate tasks, set priorities, and monitor team performance.
  • Ensure all the services and processes are detailed and documented in the Global Service Catalog.
  • Drives continuous improvement activities that will increase quality and service delivery efficiency.
  • Manage the JIRA ticketing system, monitor created tickets team workloads, and ensure that everything is properly assigned, categorized, documented, prioritized, tracked, and delivered timely according to SLAs and OKRs while ensuring accuracy and compliance.
  • Evaluate and implement process and service evolution proposals and projects according to changing business needs.
  • Participates in testing and communicating system enhancements, upgrades, and fixes to the business and coordinates people specialists in such activities as appropriate.
  • Responsible for supervising the handling of HR inquiries, ensuring that the team members respond with accurate and consistent information.
  • Remove roadblocks and empower team members to define, document, optimize, and operationalize end-to-end business processes.
  • Evaluate existing processes and services and identify opportunities for improvement and automation.
  • Develop and maintain standard operating procedures (SOPs) to ensure consistency in service delivery.
  • Provide feedback and training to team members to address areas for improvement.
  • Implement quality assurance measures to maintain high service standards.
  • Develop and deliver cross-training programs for Tier 2 and Tier 1 to enhance their HR knowledge and customer service skills.
  • Stay updated on HR policies, procedures, and regulations and ensure that team members are informed about changes and updates.
  • Mentor team members to support their professional growth and career development.
  • Conduct audits of HR transactions and inquiries to ensure accuracy and compliance with policies and regulations.
  • Monitor Operational Excellence KPIS (SLA, service metrics, team performance, and customer satisfaction) analyzes data from our ticketing system, identifies trends, areas for improvement, and opportunities to enhance service delivery.
  • Present findings and recommendations (action plans, contingency plans, new controls, training sessions, etc..) to HR leadership to support decision-making.
  • Build and maintain detailed project plans with all the dependencies and dates; owners designate project resources; prepare, monitor, and update budgets; report progress periodically; maintain a traceable record including all relevant stakeholders within the People Team.
  • Analyze projects to improve the development and coordinate with other areas in a team effort to ensure that all problems are identified, documented, and addressed on time.
  • Conduct strategic benchmarks, compare offers, evaluate proposals, create business cases, and assist with negotiating and preparing contracts.
  • Coordinate and manage third-party vendors and external contractors to provide, create, support, and monitor multiple transactional people services.
  • Simplify complex business problems, leverage and analyze data to determine opportunities, drive quick decisions, and create cases for change where appropriate.

Ballard Spahr LLP offers a wide range of legal services in areas such as litigation, business and finance, intellectual property, and real estate. The firm caters to a diverse group of clients, including large corporations, financial institutions, government agencies, and non-profit organizations. Ballard Spahr stands out in the competitive legal market by focusing on client value, innovation, and diversity. They generate revenue through various billing methods, including hourly rates, fixed fees, and contingency arrangements, depending on the legal services provided. With 15 offices across the United States, the firm has adapted to challenges like the COVID-19 pandemic by implementing remote working policies to maintain service continuity. The primary goal of Ballard Spahr is to deliver high-quality legal advice and representation, utilizing their extensive expertise and resources to address the complex needs of their clients.

Company Size

1,001-5,000

Company Stage

N/A

Total Funding

N/A

Headquarters

Philadelphia, Pennsylvania

Founded

1885

Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for AI and technology law services boosts Ballard Spahr's growth potential.
  • The merger with Lane Powell expands Ballard Spahr's geographic reach and client base.
  • Rising interest in ESG legal services aligns with Ballard Spahr's expertise and offerings.

What critics are saying

  • Integration challenges from the Lane Powell merger may disrupt client service and operations.
  • AI tools like 'Ask Ellis' could face data privacy concerns amid evolving regulations.
  • Scrutiny on 'dark patterns' may impact client trust and Ballard Spahr's reputation.

What makes Ballard Spahr LLP unique

  • Ballard Spahr offers specialized legal services for startups through its Emerging Companies Group.
  • The firm has launched AI tools, including the 'Ask Ellis' chatbot, to enhance services.
  • Ballard Spahr's commitment to diversity and inclusion sets it apart in the legal industry.

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Benefits

Remote Work Options

Flexible Work Hours

Company News

Technical.ly
Mar 19th, 2025
How Ballard Spahr Helps Startups Navigate Common Legal Questions

Technical.ly is a free news resource thanks to financial supporters like Ballard Spahr, a Technical.ly client. Ballard Spahr reviewed this article before publication.Growing a startup is so much more than creating a product and finding customers. Entrepreneurs have to endure a gauntlet of challenges that may be unrelated to their company’s core mission but are essential to maintaining a healthy business.It can be helpful to have outside support and guidance, especially in legal matters that, if unaddressed or handled incorrectly, could have devastating consequences. Ballard Spahr, a national law firm and Technical.ly client, provides that support to startup founders through its Emerging Companies and Venture Capital Group, helping with every step of a company’s lifecycle from incorporation and financing to corporate governance and regulatory compliance.While the firm’s clients get the full attention of their attorneys and staff, Kimberly Klayman, the practice leader of Ballard Spahr’s ECVC group, also offers expertise to the broader public through a regular column on Technical.ly, focused around startups’ most common legal concerns.Check out a sample of previous installments in the series below, and if you’re interested in Ballard Spahr’s services, connect with them through Technical.ly’s Preferred Partners directory.Explore how founder secondaries can offer liquidity to startup founders before an exit event, and learn about the legal considerations involved in these transactions.“The prevalence of secondaries in the current startup market continues to rise, and they are an incredibly useful tool for investors and founders to reward key holders, keep them engaged and ensure that the business continues to grow towards a lucrative later-stage exit,” said Klayman.Learn about deceptive design practices known as “dark patterns,” their legal risks, and how businesses can mitigate potential liabilities.“Dark patterns are generally understood to mean practices that mislead or manipulate consumers into taking actions that do not reflect their true intent, choices or consent,” said Klayman. “Federal and state regulators have responded with increased scrutiny of these practices, bringing several high-profile enforcement actions against companies for employing them.”Understand the patent process, including the types of patents available and strategic considerations for entrepreneurs seeking to protect their innovations.“I always say have at least a conversation with counsel to understand the process and to understand where the landmines are,” said Scott D. Marty, a partner at Ballard Spahr

Legal Newsline
Mar 18th, 2025
Ballard Spahr, Rob Baron Shortlisted for Managing IP Americas Awards

Ballard Spahr, Rob baron shortlisted for Managing IP Americas Awards.

Penn Record
Mar 17th, 2025
Former Federal Prosecutor and Longtime In-House Bank Counsel Matthew T. Smith Joins Ballard Spahr

Former federal prosecutor and longtime in-house bank counsel Matthew T. Smith joins Ballard Spahr.

Consumer Finance Monitor
Mar 11th, 2025
Ballard Spahr launches State Attorneys General Consumer Response Team to respond to state issues

Ballard Spahr launches State Attorneys General Consumer Response Team to respond to state issues.

Law360
Feb 26th, 2025
Ballard Spahr Launches AI Tools Led By 'Ask Ellis' Chatbot

Ballard Spahr launches AI tools led by 'Ask Ellis' chatbot.

INACTIVE