Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe. The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably.
We have strong roots dating back to 1938, an ambitious growth and sustainability agenda, and a continuously developing relationship with I Squared Capital – a global infrastructure investment fund manager - who acquired Arriva in 2024.
We are looking for a Head of People Services to join our newly formed Head of People Services Team on a full-time permanent basis. This role can be based from either our Sunderland, London, Derby or Thurmaston office.
The Head of People Services is accountable for the design, delivery and evaluation of the Arriva UK employee hub services, ensuring the provision of an efficient, scalable, and high- quality services in with business objectives and our employee experience vision.
Direct responsibilities:
• Leading the design and delivery of effective and timely employee-focused services in line with business objectives and our employee experience vision.
• Overseeing delivery of core HR administration services and data management, ensuring resolution of employee queries, effective escalation processes, data integrity and adherence to employment legislation, GDPR, and internal policies, in line of with robust SLAs.
• Evaluating the provision of employee hub services using robust performance indicators and employee satisfaction metrics to monitor effectiveness of the services, drive operational excellence and inform continuous improvement activity
• Leading, coaching, and developing a high-performing, collaborative, inclusive, and service- oriented employee hub team
• Driving capability building, succession planning, and employee engagement within the function
• Partnering with HR, L&D, and Communications to align employee services with broader people strategies
• Partnering with others to optimise HR systems and digital tools digital transformation
• Maintaining risk management protocols and business continuity plans and supporting internal and external audits
• Managing all relevant third-party contracts effectively
• Representing the organisation at external forums and networks
• Supporting the delivery of Arriva’s ESG goals by ensuring our inclusion activity drives social value
• Supporting growth plans by ensuring effective inclusion strategies are incorporated into tender proposals
Knowledge, skills & experience:
Essential Experience
• Proven leadership in HR operations or shared services within a complex organisation.
• Strong understanding of HR processes and systems and service delivery models.
• Experience in process improvement methodologies (e.g., Lean, Six Sigma).
• Planning, leading and managing people-related changes.
• Leveraging technology and digital tools to enhance process management and service delivery
• Managing strategic partnerships and third-party contract management
Desirable Experience
• Leading or managing HR-systems transformational change
Other Skills and Behaviours
• Strong analytical skills with the ability to translate data into action and impact
• Horizon scanning
• Strategic thinking
• Project Planning and delivery
• Ability to track ROI and performance metrics
• Inclusive and culturally aware
Technical Knowledge & Qualifications
• Strong cognitive agility
• Excellent understanding of the routine HR-related activities relevant to the employee lifecycle, factors that influence the effectiveness of an employee service, and measures for success
• A broad awareness of current and emerging people-related organisational considerations
• Good knowledge of current trends and best practices in employee HR services
• Working knowledge of existing and emerging UK employment law
• CIPD or equivalent (desirable)
This job description sets out the main duties and responsibilities of the job-holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development.
The closing date for applications is Monday 22nd December. Arriva Group reserves the right to close this vacancy early.