Service level agreement
A Human Resource function which delivers professional services to enable the delivery of University strategic goals, and sustainable high performance which is achieved through people.
Purpose
- To deliver services and activities which enables all departments in the University to effectively manage and develop staff in an environment which is supportive of excellence and high performance
- To develop and apply HR practices and solutions which produce positive outcomes for staff, managers and students
- To build and ensure capability, commitment and compliance
- To promote change and continuous improvement as a means of achieving departmental and University goals
Our approach
- Customer focussed – provide services that are accessible and responsive to customer requirements and comments
- Flexible approach to respond to changing priorities – (making clear what can be stopped to make other things happen)
- Efficiency - Deliver what we do as efficiently as possible within a known model of operating service delivery
- Benchmark – Consider best HR practice, measure performance through benchmarking and look externally as well as within to achieve service improvements
- Judgement is informed by understanding the University and what it needs to succeed
- Outcome based approach – Focus on what we deliver
Services provided
- Recruitment and selection – including authorisation to recruit, recruitment advertising, candidate response and organisation of panels for all groups of staff
- Job Evaluation and review of roles to position correctly within the University pay and grading system
- Advice to managers and staff on full range of employment/HR policy matters
- Management of contracts of employment, termination of staff, HR administration to enable work permits, maternity leave, payroll processing
- Maintenance of effective relations with recognised Trade Unions via JNCC and other working groups
- Provision of management information on fixed-term contract expiry and support to HoDs on this process
- Responsible for the delivery of collective consultation as required by legislation in relation to redundancy
- Pensions operations and payment, trustee governance and the provision of pensions information to managers and staff
- Oversight of the University Disciplinary, Appeals and Grievance procedures ensuring activities happen in line with policy or Statute and Ordinances
- Responding on behalf of University to wide range of government consultation on employment matters
- Delivery of statutory returns relating to staff
- Management of Equal Pay Audits and other pay mechanisms such as Rewarding Excellence, Professorial Pay Review etc
- Case management – harassment, grievances etc
- Development and provision of a range of Learning and Development programmes e.g. training for post graduates and early career researchers, support staff development, Leadership and Management Development and some statutory and compliance training
- Provision of HR KPIs and metrics to various groups/individuals
- Support to a number of staff forums
Summary of staffing
- Director of Human Resources – Rachael Millhouse
- Assistant Director of Human Resources – Iona Rodger
- Assistant Director of Human Resources – Helen Selvidge
- Assistant Director of Human Resources – Susan Kane
Customers / clients
- Vice-Chancellor, Deputy Vice-Chancellor and Pro-Vice-Chancellors
- Directors and Heads of Support Services
- Heads of Academic Department / School
- Deans
- Heads of Faculty Operations
- Pension scheme trustees and administrators
- All staff
- Post Graduate Research Students
Specific pledges on customer service
- Respond to HR Enquiries and Learning and Development Admin enquiries within three working days
- Issue papers for main committees at least three working days in advance
- Respond to customers in a considerate and courteous/friendly manner
- Incorporate customer feedback and evaluation to continually improve our services
- Present data, papers, web pages in a clear and accessible manner
- Operate with minimal bureaucracy/transactional costs
