About the role

The HR Operations Advisor 3 supports day-to-day HR operations, ensuring a seamless end-to-end colleague experience from hire to retire, while collaborating effectively with stakeholders and acting as a central point for clear and consistent communication across teams.

The role may require working in an inbound call environment and supporting night shifts depending on the aligned region.

What you will be doing (Role Accountabilities)

• Deliver and track HR Service Centre KPIs, addressing performance gaps proactively
• Enhance employee experience through feedback insights and continuous improvements
• Set clear team objectives and track progress through regular reviews
• Monitor and improve individual and team performance using key service metrics
• Ensure accurate, timely, and compliant management of HR data
• Apply and uphold security policies in all day-to-day activities
• Identify, report, and escalate security incidents as per defined protocols
• Provide ongoing coaching and feedback to build capability and performance
• Drive continuous improvement initiatives to increase efficiency and effectiveness
• Act as the first point of escalation for employees, managers, and HRBPs
• Investigate service issues and implement corrective and preventive actions
• Manage transitions and change initiatives to ensure smooth implementation
• Collaborate across teams and geographies to share best practices
• Lead transformation initiatives to improve service delivery and operational efficiency
• Identify and approve automation opportunities and develop self-service solutions
• Maintain and update HR knowledge platforms with accurate and relevant information
• Execute and operationalize HR policies consistently within the team
• Cascade process, policy, and system changes effectively to the team
• Coach team members for success through structured development approaches
• Identify team and individual goals aligned to business priorities
• Develop actionable plans to achieve defined objectives
• Estimate timelines and allocate resources effectively for deliverables
• Act as a key decision-maker for process transitions and change requests
• Liaise with wider HR teams to drive improvements in employee experience and efficiency

What you’ll need to succeed (Skills & Experience)

• Strong understanding of compliance requirements and ability to follow them consistently.
• Ability to analyse data and use insights to support decisions.
• Clear and effective communication, both written and verbal.
• Ability to track performance using key metrics and take timely action.
• Problem-solving skills with a focus on resolving issues end-to-end.
• Ability to adapt to change and support others through transitions.
• Effective performance management through feedback and coaching.
• Continuous improvement mindset to enhance processes and services.
• Strong collaboration and stakeholder engagement skills.
• Ability to interpret and apply HR policies in practical situations.
• Confident and sound decision-making within role responsibilities.
• Proficiency in Microsoft Office applications.
• Good understanding of HR operations and service delivery.
• Growth mindset with a willingness to learn and improve.
• Adaptability and openness to new ways of working.
• Inclusive approach and ability to work effectively as part of a team.
• Strong interpersonal skills to build positive working relationships.

 Experience

• Demonstrated experience in HR operations or shared services environments
• Proven ability to manage stakeholders and collaborate effectively across teams
• Hands-on exposure to process improvement and efficiency initiatives
• Experience supporting and implementing process or organisational changes
• Strong experience in working with performance metrics and service level targets
• Experience contributing to HR policy development or updates (preferred)
• Exposure to project or programme coordination activities (preferred)
• Experience onboarding, mentoring, or supporting team members (preferred)
• Ability to work in a fast-paced environment, managing multiple priorities and adapting to change
• Relevant HR qualification or degree (e.g., MBA in HR) or equivalent experience

BT Group’s Behaviours

Customer First

Prioritize customer needs in every decision and action.

Challengers

Challenge the status quo and bring innovative ideas to life.

Committed

Own outcomes and deliver with integrity.

Clear

Communicate openly and simply, ensuring alignment.

Connected

Collaborate across teams to achieve shared goals.