About Us

We're a truly international company, fourth largest in our industry and operating across 119 markets. An inclusive, innovative global FMCG business supported by 26,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.

As we move forward, our consumers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

Please note: This role is based in Bristol, where we work on a 50 / 50 hybrid working model. Therefore you will be required to be in the office 2 to 3 days per week. 

The Role

The Service Performance Lead is accountable for all aspects of performance and service delivery management of the Global P&C Operations team to provide a customer-centric P&C operations service to all employees and people managers across the business, ensuring optimum service delivery is received at all times. The role will encourage a culture of continuous improvement, using data to measure and monitor P&C Operations activities and service levels.

The role will report to the Head of P&C Operations and will work collaboratively with colleagues across the P&C function to contribute to the development of P&C Operations through active participation in department-wide initiatives, plans, policies, procedures, and strategy.

The Global P&C Operations team has been newly stood up further to a Global P&C transformation programme to redefine the overall P&C Operating Model and delivery across the global footprint.  The Service Performance Lead will therefore play an integral role in standing up the new Global P&C operations organisation (Regional Hubs & Spokes) in line with the transformation programme deployment plan, including the roll out of new global processes and leveraging of enhanced HR technology (Workday).

This is an exciting opportunity for an experienced individual to join a leading organisation going through a significant period of transformation.

Principle Accountabilities

• Lead and drive the operational performance and service excellence of the employee lifecycle support to ensure that it is delivered with accuracy and in line with agreed global standards.
• Develop, implement, and embed P&C Operations key performance indicators (KPIs) and service level agreements (SLAs) for the management of P&C Operations. Monitor and measure performance and take corrective action where necessary.
• Establish a reporting and monitoring framework for all performance KPIs and SLAs related to P&C Operations service delivery
• Set up appropriate reporting and controls to support P&C operational processes e.g., capacity management
• Identify opportunities to streamline processes based on lean methodology (e.g., Lean, Six Sigma etc.) to ensure an accessible and straightforward employee experience
• Identify risks and use predictive methods to prevent negative impacts on the P&C service delivery
• Support the development of service improvement plans for improvements to global and regional P&C processes
• Act as the metrics & performance SME within the P&C Operations management team, establishing relationships with key P&C stakeholders, and proactively providing insight on P&C Operations to drive performance
• Work closely with P&C stakeholders to ensure an effective flow of communication for all aspects of P&C Operations performance
• Collaborate with the Global P&C Process & Effectiveness team to ensure regular review of processes, striving for global consistency
• Analyse internal P&C Operations processes and provide recommendations for procedural or policy changes to improve the service delivery
• Support Global IT / Technology teams in improvements and maintenance of the P&C systems infrastructure
• Work closely with Workforce Analytics & Insights team to develop and drive out improvements in P&C Operations reporting and analytics
• Undertake specific one-off activities and/or participate in longer term strategic projects relevant to Global P&C Operations, either taking the lead or acting as a member of a multifunctional team
• Produce regular and ad hoc management information reports as required

Skills and Experience Required

• Significant professional experience in HR shared services / operations leadership
• Experience service delivery model design, and HR process efficiency assessment
• Proven experience of working with cross functional teams, and managing people at all levels
• Excellent communication skills both written and verbal 
• Solution focused approach 
• Experience in project management methodology (e.g. Lean, Six Sigma, Agile etc.)
• Good interpersonal and strong collaboration skills
• Ability to work in a fast-paced and constantly evolving environment
• Ability to work with virtual teams

What We Offer

Imperial Brands offer a competitive package of salary, bonus scheme, pension, 50% hybrid working, cycle to work scheme, discount scheme, private medical, health & wellbeing benefits, onsite gym and 25 days holiday + bank holidays (with an additional 4 days on top to cover the Christmas period).

Next Steps

Interested applicants should apply with their CV highlighting their suitability for the role.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation.

We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions, or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants.

We welcome talented people with stories to tell, who can bring fresh thinking, new ideas and different experiences to our business and believe in enabling every person to succeed; to deliver their best performance and realise their full potential.

We understand that these are the things that make you ‘you’ and if you join us, we’ll support you in being able and confident to share your whole self with us.  

We look forward to hearing from you!

Please click here resourcing@uk.imptob.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

Don’t talk yourself out of applying.