Job title: Assist Business Services Manager HR Grade: SO 2 Role code: EBC0129 Status: Police Staff Home Office code: Organisational Support
Main purpose of the role:
Manage and support the development of all aspects of the operational delivery of the HR Services portfolio from the Business Centre, including maintenance of working practices, systems and processes to ensure optimum performance across the three HR functions including absence reporting, recruitment and generalist HR administration and support services delivering services which meet the requirements of operational and corporate Support Services Directorate customers through teams at one of the Business Centre.
Manage and motivate team and individual performance, providing direction and leadership, participating in recruitment and selection, undertaking staff appraisals, addressing welfare, capability and discipline issues, advising on personal development, training and coaching, including the quality assurance, dip testing, assessment, allocation and throughput of work to enhance individual and team competencies, in order to maximise performance from individuals, enable a consistent high quality performance and ensure that a professional and efficient service is provided at all times.
Contribute towards the establishment and manage service level agreements and key performance indicators for HR Services within the Business Centre, developing and maintaining relevant management information and performance measurement processes, proactively reviewing and improving existing procedures, ensuring that individuals and teams meet the relevant performance targets and service expectations, to ensure the continued delivery of effective and efficient transactional HR Services; including managing and taking responsibility for identifying, investigating and resolving service failures.
Monitor, co-ordinate and prioritise the workloads to be delivered by the team across all processes, specifically absence reporting and associated absence management administration, the administration, processing and progressing of recruitment applications and the provision of first line support and transactional processing of the full range of HR administration services from appointment to leaving.
Manage on a day to day basis absence reporting and associated attendance management administration services directly to customers and in consultation with the Health Services Department, ensuring the availability of absence management information, appropriate interventions and support to line managers in a timely manner, in support of absence management policies and procedures; monitoring and reviewing performance against the agreed Service Levels with the appropriately appointed person within Health Services, escalating as necessary to the Business Services Manager (HR Services).
Ensure the effective management of recruitment services within the department for volume and localised recruitment, determining priorities and working closely with the relevant stakeholders to meet the force workforce requirements and intake targets; developing best practice protocols and procedures; undertake quality assurance and validation to ensure responsibilities are met in line with legislation, relevant SLAs and force policy, identifying and resolving risks to ensure the performance management of recruitment and selection for Kent/Essex Police.
Manage on a day to day basis other HR support and administration services directly to officers, staff and line managers and in consultation with the HR Department, ensuring timely and accurate administration of all HR events and the necessary recording of information for payroll and personal files, together with first line advice and support and relevant escalation to corporate HR Advisors and other HR Department colleagues to ensure resolution of issues and the provision of appropriate advice and guidance and adherence to HR legislation and force policies; monitoring and reviewing performance against the agreed Service Levels with the appropriately appointed person within the HR Department, escalating as necessary to the Business Services Manager (HR Services).
Support the management of the local Departments/LPA- s/Divisions/Directorates by managing all HR services in an efficient and timely manner, enabling line managers and HR Department colleagues access to accurate and up to date information to meet their HR management, planning and reporting needs.
Provide expert advice on all aspects of the practical application of the HR Services IT Systems and supporting processes and procedures, making recommendations for improvements in both systems and procedures to the Business Services Manager (HR Services) in order to ensure that corporate guidance and standards are maintained and to enable the delivery of a high quality and cost effective service.
Deputise for the Business Services Manager (HR Services) as required, attending meetings and providing resolutions to complaints, drafting non-routine correspondence and responding to enquiries and presenting information; providing support to the other Business Services Managers, Assistant Business Services Managers and colleagues across both forces; working jointly on projects, continuous improvement, and staff development initiatives as directed to ensure effective co-ordinated delivery of Business Services.
October 2014, Amended August 2019
The Assistant Business Manager (HR Services) will have at least 3 years management/supervisory experience in a medium to large organisation and will hold the Certificate in Human Resource Practice or equivalent. They will also have a Certificate or NVQ Level 4 or equivalent qualification in management/business administration or be able to demonstrate equivalent experience.
They will have a good understanding of operational policing and its interdependencies, and have experience in the organisation and delivery of a range of business support functions. They will also possess a strong understanding of HR legislation and policy and their application and be able to demonstrate the ability to assimilate and interpret a range of complex terms and conditions and apply them consistently to a range of services and in a range of situations.
The post holder will possess competent business support skills, with a thorough understanding of the inter-relationships between activities, functions and processes and how operational police systems work, including HR, Finance and Procurement policy and practices.
Analytical skills, problem solving and advisory skills are essential. The post holder will need the organisational and people management skills necessary to negotiate with, motivate and coordinate a diverse range of staff and services.
Particularly important are good communication and interpersonal skills necessary to inform and influence managers, staff and colleagues over a range of business services within their scope, combined with a good standard of written communication skills, particularly to support correspondence and report writing. The post holder will be expected to undertake basic research and project work as required.
The post holder must have the ability to deal tactfully and diplomatically with people, using sound judgement and discretion, particularly when dealing with service providers and key stakeholders when discussing the progress of tasks and suppliers following complaints and queries.
Good organisational skills together with a methodical approach are vital. Experience of running a range of support services and office systems is essential. Competent information technology skills, including advanced practical knowledge of SAP HR and a variety of Microsoft packages are also required.
Analyse Critically (Level 2)
I ensure that the best available evidence from a wide range of sources is taken into account when making decisions. I think about different perspectives and motivations when reviewing information and how this may influence key points. I ask incisive questions to test out facts and assumptions, questioning and challenging the information provided when necessary. I understand when to balance decisive action with due consideration. I recognise patterns, themes and connections between several and diverse sources of information and the best available evidence. I identify when I need to take action on the basis of limited information and think about how to mitigate the risks in doing so. I challenge others to ensure that decisions are made in alignment with our mission, values and the Code of Ethics.
Collaborative (Level 2)
I manage relationships and partnerships for the long term, sharing information and building trust to find the best solutions. I help create joined-up solutions across organisational and geographical boundaries, partner organisations and those the police serve. I understand the local partnership context, helping me to use a range of tailored steps to build support. I work with our partners to decide who is best placed to take the lead on initiatives. I try to anticipate our partners' needs and take action to address these. I do not make assumptions. I check that our partners are getting what they need from the police service. I build commitment from others (including the public) to work together to deliver agreed outcomes.
Deliver, Support and Inspire (Level 2)
I give clear direction and expectations, helping others to understand how their work operates in the wider context. I identify barriers that inhibit performance in my teams and take steps to resolve these, enabling others to perform. I lead the public and / or colleagues, where appropriate, during incidents or through the provision of advice and support. I ensure the efficient use of resources to create the most value and the right impact within my areas. I keep track of changes in the external environment, anticipating both the short and long term potential implications for the Police Service. I motivate and inspire others to achieve their best.
Emotionally Aware (Level 2)
I consider the perspectives of people from a wide range of backgrounds before taking action. I adapt my style and approach according to the needs of the people I am working with, using my own behaviour to achieve the best outcome. I promote a culture that values diversity and encourages challenge. I encourage reflective practice among others and take the time to support others to understand reactions and behaviours. I take responsibility for helping to ensuring the emotional well being of those in my teams. I take the responsibility to deal with any inappropriate behaviours.
Innovative and Open-minded (Level 2)
I explore a number of different sources of information and use a variety of tools when faced with a problem and look for good practice that is not always from policing. I am able to spot opportunities or threats which may influence how I go about my job in the future by using knowledge of trends, new thinking about policing and changing demographics in the population. I am flexible in my approach, changing my plans to make sure that I have the best impact. I encourage others to be creative and take appropriate risks. I share my explorations and understanding of the wider internal and external environment.
Take Ownership (Level 2)
I proactively create a culture of ownership within my areas of work and support others to display personal responsibility. I take responsibility for making improvements to policies, processes and procedures, actively encouraging others to contribute their ideas. I am accountable for the decisions my team make and the activities within our teams. I take personal responsibility for seeing events through to a satisfactory conclusion and for correcting any problems both promptly and openly. I actively encourage and support learning within my teams and colleagues.
I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.
I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.
Public Service (Accredited)
I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.
I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.
Customer Services (Level 5)
Identifies improvements in service delivery through analysis of customer feed back and performance monitoring. Initiates change in response to customer requirements and evaluates changes designed to improve service to customers.
HR - Employee Relations (Level 4)
Demonstrates a thorough knowledge of police and police staff conditions of service and able to offer detailed and considered advice and information to managers and members of staff. Possesses a broad understanding of current employment legislation relevant to the service and able to reply appropriately to queries and problems relating to employment issues. Able to communicate effectively with local union stewards and staff association representatives. Possession of Certificate in Personnel Practice is desirable.
HR - Org Development (Level 4)
Possesses a comprehensive appreciation of the Force's organisational structure. Provides contextual information and commentary in respect of establishment data related to the relevant Area or Directorate. Works in conjunction with the Workforce Planning section to ensure the accuracy of establishment structures Home Office coding requirements. Provides informed management information to assist with decision making processes.Quality assures organisational data to ensure an accurate reflection of the local structure. Has an appreciation of job analysis and evaluation requirements, providing advice and guidance to managers and staff in respect of the application of associated procedures and working practices. Possession of Certificate in Personnel Practice is desirable.
HR - Resourcing (Level 4)
Maintains and updates corporate workforce planning data. Undertakes establishment and structural changes on the HR database. Quality assures workforce planning data for the force, ensuring the integrity of all such data held. Possesses and enables postings across the force. Possesses a good understanding of Home Office data requirements and coding. Produces workforce planning statistics and other management information, providing commentaries and interpretation as required.
HR - Reward Management (Level 3)
Possesses a sound working knowledge of pay, benefits and pensions systems, for both police officers and staff relevant to current role. Able to process payroll changes including setting up new joiners, transfers, changes to salary allowances and bonus/honorarium payments. Able to give routine advice and guidance to both managers and staff on issues of eligibility, costs and procedures related to pay and allowances.
HR - Staff Development (Level 3)
Supports the administration of the Force's Performance Development Review (PDR) scheme and responds to enquiries about the process from managers and staff. Basic knowledge of facilities, policies and systems available to facilitate the training and development of staff. Able to produce routine reports relating to PDR completion rates etc.
Health and Safety (Level 4)
Has received Supervisor training and takes responsibility for the safety of directly subordinate staff and visitors. Understands the procedures in place for the safe storage of hazardous substances, fire precautions and evacuation. Resolves hazards or problems identified within roles or work environments. Undertakes skills passport assessments for new and existing staff. Re-assesses passport as and when new equipment /technology is introduced. Completes annual reviews of skills passports, training needs analysis.
Information Management and Technology (Level 4)
Can conduct basic computer searches and can correctly interpret data generated. Can create and amend records, according to role requirement. Knows established rules and protocols. Understands impact of data quality, and is self-monitoring on data quality issues.
Interviewing - General (Level 4)
Has received some training in reliable interviewing techniques and is able to apply these techniques fairly, consistently and to good effect. Identifies the key issues for examination and tests these using open and probing questions. Identifies weaknesses and inconsistencies in the account and seeks clarification. Keeps good written records of the interview for future.
Knowledge of Police Environment and Policy (Level 4)
Displays a general appreciation of changes affecting the police service. Understands the inter-relationships between the roles of the various Operational and Support activities, and how organisation structures and police systems work. Possesses a detailed understanding of working procedures, practices and policies relevant to the current role and the roles of subordinates and ensures that these are followed at all times. Is clear about Force goals and effectively contributes to local business plan objectives.
Management of Police Information (MOPI) (Level 4)
Full compliance with Level 3. Has successfully completed all standard relevant Information Management and security training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents and has working understanding of appropriate National Retention Schedules. Is able to quality assure own records management processes as well as those of any staff for whom they have supervisory responsibility. Is aware of where to seek further support in relation to Records management within force when necessary. If nominated as an Information Asset Assistant is familiar with the NPCC Information Asset Owners Handbook.
Office Technology (Level 4)
Demonstrates advanced skills in the use of one or more office software products Able to use these packages to enhance the quality or presentation of work required within the role. Manages data files and file structures. Provides on the job training and guidance to other staff in the use of specific or specialist software, if required. Familiar with established IT rules and protocols and shows a good understanding of data protection requirements.
Risk Management (Level 4)
Able to anticipate risks likely to affect the team's ability to execute their function, in terms of likelihood and impact, and assesses how the challenges facing the wider organisation might affect their team and their objectives. Has an understanding of pathways to alert local managers to flawed or ineffective operational control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.