ER and Operations Lead

Overview

In this ER and Operations Lead role, you will deliver a high-quality, compliant HR service across the employee lifecycle. You’ll combine employee relations expertise with operational leadership to manage complex cases, apply policies and legislation, and drive governance and people processes. You’ll work to improve the colleague and manager experience while upholding strong controls and service standards. This is a pivotal, impact-oriented role in a regulated, purpose-driven bank.

Pay / Benefits

• discretionary bonus
• matched pension contributions
• 25 days annual leave plus birthday off
• wellbeing hour
• private healthcare
• life assurance

Responsibilities

• Lead People Operations across onboarding to offboarding
• Ensure SLA-driven, compliant service with strong governance and audit readiness
• Build relationships with managers, colleagues, and external partners to enhance service delivery
• Oversee review and governance of People policies and procedures
• Act as escalation point for operational and employee relations risks
• Manage a broad range of ER cases (absence, disciplinary, grievance, performance, flexible working, family leave)
• Provide ER guidance and coaching to managers for fair, lawful decisions
• Lead SMCR and GDPR-related People activities and compliance
• Produce and analyse People data, MI, KPIs, and trends for decision-making
• Drive process optimisation, automation, and adoption of AI and digital tools to improve efficiency and experience

Key requirements

• Proven experience in People Operations, HR or Employee Relations across end-to-end lifecycle
• CIPD Level 5 qualification or equivalent experience
• Strong knowledge of UK employment legislation and its application
• Understanding of SMCR requirements and FCA-regulated frameworks
• Strong stakeholder management, coaching, and influencing abilities
• Excellent verbal and written communication for clear, risk-aware documentation
• Strong organisational skills and ability to manage competing priorities and deadlines

• stakeholder management
• coaching and influence
• clear communication
• policy management and governance
• ER case management
• People data, MI and KPI analysis

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