Locations - Birmingham, Bristol, London or Gosforth

Why this job matters

The key purpose of the Programme Manager is to lead the delivery of our HR Services Effectiveness programme including not only the evolution of our operating model in HR services (HRS) but also the deployment of a new digital platform (CRM) that will encompass all of our colleague supporting channels.

Driving delivery through the HR Services teams, this role will ensure oversight and delivery of all interconnected workstreams to ensure that HR Services is set up to be as effective as it possibly can be and can scale to meet future demands whilst ensuring we are able to drive our transformation at pace.

• Implementation of CRM product to consolidate all of our colleague facing channels (One HR, case management, chat and e mail ) - ensuring the colleague experience is enabled by best-in-class technology
• Recommending activity to the proposed future operating model (meeting the operating model design principles i.e. transactional activity moving into the HR Operational services area, driving automation of process and / or offshore where applicable), and providing insight and recommendations to the Director, HR services to make trade-off decisions around investment, resourcing, and capacity
• Continuously reviewing the service and recommending improvements, using Key Performance Indicators, Service Level Agreements and Customer satisfaction to measure performance

What you’ll be doing

• Leads the operational workstreams across HRS to ensure the smooth implementation of the new CRM platform 
• Leads the development and operationalisation of  future state processes and ways of working that underpin the revision of the HRS model as well as optimising current cross-cutting tools and platforms, e.g., the CRM
• Leads the transition of activity across HRS areas and recommends how to align the organisational design to underpin our future ways of working i.e. moving workstacks to their aligned operating area according to the HRS design principles
• Identifies and drives opportunities to automate and offshore our services whilst holding the Colleague Experience as our north star
• Operates as a subject matter expert within their own field of expertise to drive continual service improvement, ensuring service excellence Operates as an integrator across HR services to deliver against priorities at pace, break down silos and recommend optimised ways of working through broad knowledge of HR services operations and in-depth knowledge of HR services transformation and optimisation to drive continual service improvement, ensuring service excellence
• Leads the change management for all users (Colleagues, Managers, HR community), creating a compelling ‘story’ for the simplification of how colleagues engage with HR Services
• Oversees the development of clear, compelling presentations that makes recommendations for the Director, HR Services to support decision making and alignment on strategic topics with senior stakeholders including BT HRLT and CFU leaders
• Mentors, coaches, and leads their teams to develop current and future team capabilities and ensure performance edge, and shares knowledge and insight with broader HR Services team where appropriate

The skills you'll need

• Project & Programme Management : Demonstrated ability to effectively lead and manage complex projects and programmes, ensuring alignment with strategic objectives, timely and effective delivery of project milestones
• Stakeholder management: Strong interpersonal and communication skills to engage and manage relationships with senior stakeholders, cross-functional teams, and external partners, fostering collaboration and alignment
• Customer Experience Management: Customer-centric mindset with a focus on delivering exceptional customer experiences, leveraging technology to enhance user experience and service delivery, and continuously monitoring and improving customer satisfaction.
• Change Management: Proficient in change management techniques to facilitate smooth transitions across existing services, while promoting adoption of new processes and ways of working
• Analytical and problem-solving skills: Strong analytical ability to analyse data, identify root causes of issues, develop effective solutions, and make data-driven decisions to optimise HR Services effectiveness and address challenges.
• Process improvement and optimisation: Demonstrated experience in process improvement methodologies such as Lean Six Sigma, or Agile, with proven ability to identify opportunities for streamlining processes, driving efficiency, and optimising service delivery

Benefits

• 25 days’ annual leave, plus bank holidays, and additional days for length of service
• 15% on target bonus
• £5,500 Car/Cash allowance
• Private Medical Insurance
• Life Assurance
• Pension scheme - If you pay in a minimum of 5% of your pensionable salary every month we will pay in 10%
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
• 50% off the airtime element off a Flex Pay plan, or a SIM Only plan, to up to five friends and family members a year.
• Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks
• 3 volunteering days per year
• Competitive employee discount on BT/EE products
• Competitive friends and family discount on EE Mobile

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. 

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.  

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.