HR Operations Manager

Role Overview

The HR Operations Manager is responsible for leading the day-to-day delivery of HR shared services within the Poland service centre, ensuring high-quality, efficient, and compliant HR operational support across the organisation for regions including UK, EMEA, Bermuda, and Canada.

This role has primary accountability for managing the HR Operations team and optimising HR processes across the employee lifecycle. In addition, the role provides local oversight and coordination for the Workday team, fostering strong collaboration between HR Operations and Workday to drive process efficiency, data integrity, and service excellence.

The position plays a critical role in ensuring regulatory compliance across key areas including SMCR, IR35, Immigration, and GDPR.

Key Responsibilities

1. HR Operations Leadership & Service Delivery

• Lead, develop, and manage the HR Operations team to deliver high-quality, consistent HR services across all regions supported by the shared services function.
• Oversee end-to-end HR operational processes including onboarding, offboarding, employee lifecycle changes, and case management.
• Ensure service delivery meets defined SLAs, KPIs, and customer experience standards.
• Drive a culture of continuous improvement, accountability, and service excellence within the HR Operations team.
• Act as the primary escalation point for complex HR operational issues.

2. Shared Services Management

• Manage the day-to-day operations of the HR shared services pillar in Poland, ensuring efficient workload distribution and resource planning.
• Identify opportunities to standardise and streamline processes across regions and business units.
• Implement best practices aligned to a shared services operating model, focusing on scalability and efficiency.
• Monitor service performance through metrics and reporting, taking corrective actions where required.

3. Workday Collaboration & Local Oversight

• Provide local, day-to-day coordination and support to the Workday team based in Poland (with functional reporting into the UK Workday Lead).
• Act as a key liaison between HR Operations and Workday teams to ensure seamless integration between HR processes and system workflows.
• Drive alignment between HR operational activities and Workday configuration, ensuring optimal system utilisation.
• Partner with the Workday team to identify and implement system-driven process improvements and automation opportunities.
• Support prioritisation and delivery of Workday-related enhancements impacting HR Operations.

4. Process Optimisation & Continuous Improvement

• Review and optimise HR processes to enhance efficiency, accuracy, and user experience.
• Leverage Workday capabilities to automate manual processes and reduce operational risk.
• Lead or contribute to HR transformation initiatives and projects within the shared services model.
• Ensure documentation of standard operating procedures (SOPs) and maintain process governance.

5. Compliance & Risk Management

• Ensure HR Operations processes are fully compliant with regulatory and internal governance requirements, including:
  • SMCR (Senior Managers & Certification Regime) – oversight of certification processes and record-keeping.
  • IR35 – support compliance processes relating to contingent workforce classification.
  • Immigration – ensure right-to-work compliance and visa tracking processes.
  • GDPR – maintain data privacy standards, ensuring appropriate handling and protection of employee data.
• Partner with Legal, Risk, and Compliance teams to ensure ongoing adherence to evolving regulatory requirements.
• Maintain audit readiness and support internal/external audits as required.

6. Stakeholder Management

• Build strong relationships with HR Business Partners, Centres of Excellence, and business stakeholders.
• Act as a trusted advisor on HR operational matters and process improvement opportunities.
• Collaborate with global teams to ensure alignment of processes and service delivery standards.
• Communicate effectively with stakeholders on service performance, changes, and initiatives.

7. People Management & Team Development

• Lead, coach, and develop the HR Operations team to build capability and drive engagement.
• Set clear objectives and performance expectations aligned with organisational goals.
• Foster a collaborative and inclusive team culture.
• Support career development and succession planning within the team.

8. General Requirements

• Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training
• When dealing with all customers, clients or colleagues ensure that we provide a clear, fair and consistent high quality service that presents a professional and positive image of CMC Markets
• Take all reasonable steps to ensure appropriate confidentiality
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role