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jobs
Sean Higgs
,
, United Kingdom
Experience
Other titles
Skills
I'm offering
Markets
United Kingdom
Language
English
Fluently
My experience
2018 - ?
job
Head of HR -EMEA
TTEC.
Key Achievements:
• Led on all HR projects which included large TUPE transfers and integration of employees during mergers and acquisitions as well as identifying areas of centralisation and managing the harmonisation activity accordingly
• Significantly contributed to sucessfully establishing a new centre and the operations in another European
country with over 250 staff with a positive eNPS due to clear embedded processes and procedures
• Re-structured the recruitment and onboarding process, ensuring there was consistency across each centre
which has resulted in the reduction of attrition by 4% equating to a cost saving of £2500 per person or £450K
per year
• Devised, implemented and embedded a new training and management process for new and existing
managers which has significantly reduced questions and complaints to the HR department by 42% resulting in increased efficiencies
• Compiled a new induction programme for team managers and above which has led to increased knowledge of HR processes
• Performed a comprehensive competitor analysis and reviewed and transformed the Rewards and Benefits
structure
• Due to transparent Employee Relations processes and procedures have received positive recognition for the initiatives and implementation of these throughout the organisation
Responsibilities:
• Responsible for advising, leading and supporting staff and senior management on all employment law, visas,
and employee relation issues such as conducting disciplinary, grievance proceedings and structural changes
• Managing all complex high-level employment relations issues alongside legal professionals ensuring strict
policies are procedures are adhered to at all time
• Reviewing various HR related issues such as employment contracts, settlement agreements and alignment of contractual differences across operating regions to mitigate any employment law related disputes and risks
• Supporting senior management in the development and implementation of robust performance management
systems and processes, change management projects and advising on application of employment law and relevant legislation
• Continually monitoring all budgets and profit and loss and aligning with company strategy while identifying
areas of improvement to optimise financial performance
• Performing regular benefits and pay reviews and ensuring the gender pay gap and living wage is regularly
reviewed and aligned accordingly
• Guiding management by continually researching, developing, writing, and updating policies, procedures and guidelines to ensure they are fit for purpose and achieve intended objectives
Career Summary (continued.)
• Monitoring staff turnover and changes in resources to identify any trends, emerging issues, or strategic risks
such as retention, talent development and general training and education
• Adopting a strategic approach to recruitment and sourcing of talent across open positions in line with divisional
and Group strategy while ensuring robust recruitment practices secure the best candidates accordingly
• Overseeing the coordination of career development programmes and succession management to ensure key
personnel are retained
• Led on all HR projects which included large TUPE transfers and integration of employees during mergers and acquisitions as well as identifying areas of centralisation and managing the harmonisation activity accordingly
• Significantly contributed to sucessfully establishing a new centre and the operations in another European
country with over 250 staff with a positive eNPS due to clear embedded processes and procedures
• Re-structured the recruitment and onboarding process, ensuring there was consistency across each centre
which has resulted in the reduction of attrition by 4% equating to a cost saving of £2500 per person or £450K
per year
• Devised, implemented and embedded a new training and management process for new and existing
managers which has significantly reduced questions and complaints to the HR department by 42% resulting in increased efficiencies
• Compiled a new induction programme for team managers and above which has led to increased knowledge of HR processes
• Performed a comprehensive competitor analysis and reviewed and transformed the Rewards and Benefits
structure
• Due to transparent Employee Relations processes and procedures have received positive recognition for the initiatives and implementation of these throughout the organisation
Responsibilities:
• Responsible for advising, leading and supporting staff and senior management on all employment law, visas,
and employee relation issues such as conducting disciplinary, grievance proceedings and structural changes
• Managing all complex high-level employment relations issues alongside legal professionals ensuring strict
policies are procedures are adhered to at all time
• Reviewing various HR related issues such as employment contracts, settlement agreements and alignment of contractual differences across operating regions to mitigate any employment law related disputes and risks
• Supporting senior management in the development and implementation of robust performance management
systems and processes, change management projects and advising on application of employment law and relevant legislation
• Continually monitoring all budgets and profit and loss and aligning with company strategy while identifying
areas of improvement to optimise financial performance
• Performing regular benefits and pay reviews and ensuring the gender pay gap and living wage is regularly
reviewed and aligned accordingly
• Guiding management by continually researching, developing, writing, and updating policies, procedures and guidelines to ensure they are fit for purpose and achieve intended objectives
Career Summary (continued.)
• Monitoring staff turnover and changes in resources to identify any trends, emerging issues, or strategic risks
such as retention, talent development and general training and education
• Adopting a strategic approach to recruitment and sourcing of talent across open positions in line with divisional
and Group strategy while ensuring robust recruitment practices secure the best candidates accordingly
• Overseeing the coordination of career development programmes and succession management to ensure key
personnel are retained
Recruitment, LED, Processes, Contracts, Performing, Organization, Development, Retention, Monitoring, Implementation, Embedded, Change management, Sourcing, Integration, Management, Onboarding, Performance Management, Training, Contracts, Operations, Writing
2014 - 2018
job
Human Resource Manager
SITEL UK.
Key Achievements:
• Successfully led the establishment of a new site which included devising and implementing policies and procedures for the Operations Team
• Conducted a UK wide attrition project which include gathering and analysing data which detailed trends by
country, site and manager with reasons for leaving to identify future retention strategy and reduce attrition
Responsibilities:
• Leading the Recruitment Manager and their team by driving attrition and devising increased efficiencies with training, engagement while positively collaborating with stakeholders to implement positive change
• Developing the employee reward and recognition schemes while continually enhancing the employee
performance review systems
• Working alongside senior management to drive company strategy, enhance financial performance while
implementing site wide initiatives
• Overseeing the implementation and effective use of the performance review system and ensuring
comprehensive talent and performance management protocols are followed accordingly
• Managing the recruitment processes as part of leading the team and establishing a talent acquisition and retention strategy to support operational priorities and objectives
• Successfully led the establishment of a new site which included devising and implementing policies and procedures for the Operations Team
• Conducted a UK wide attrition project which include gathering and analysing data which detailed trends by
country, site and manager with reasons for leaving to identify future retention strategy and reduce attrition
Responsibilities:
• Leading the Recruitment Manager and their team by driving attrition and devising increased efficiencies with training, engagement while positively collaborating with stakeholders to implement positive change
• Developing the employee reward and recognition schemes while continually enhancing the employee
performance review systems
• Working alongside senior management to drive company strategy, enhance financial performance while
implementing site wide initiatives
• Overseeing the implementation and effective use of the performance review system and ensuring
comprehensive talent and performance management protocols are followed accordingly
• Managing the recruitment processes as part of leading the team and establishing a talent acquisition and retention strategy to support operational priorities and objectives
Operations, Training, Performance Management, Management, Talent acquisition, Recruitment, Implementation, Support, Retention, Processes, Manager, LED
2012 - 2015
job
Business Manager
PHONETIC GROUP.
Responsible for overseeing and managing various clients across different sectors including financial services,
utilities, and insurance covering client service, operational performance, and monitoring and reporting
• Identifying opportunities to improve processes and reduce costs while enhancing the operational performance
and KPIs across each client contract
utilities, and insurance covering client service, operational performance, and monitoring and reporting
• Identifying opportunities to improve processes and reduce costs while enhancing the operational performance
and KPIs across each client contract
Service, Insurance, Monitoring, Utilities, Processes, Manager
2007 - 2012
job
Senior Operations Manager
TELEPERFORMANCE.
Managing the insourcing operation and project for a large utility company including establishing internal
processes, procedures and compliance requirements
• Responsible for recruiting and managing a large team and ensuring performance is in line with Service Level
Agreements (SLAs) and general performance requirements
• Using reporting and analysis to identify opportunities to improve performance while reducing costs in line with strategy and objectives
processes, procedures and compliance requirements
• Responsible for recruiting and managing a large team and ensuring performance is in line with Service Level
Agreements (SLAs) and general performance requirements
• Using reporting and analysis to identify opportunities to improve performance while reducing costs in line with strategy and objectives
Operations, Operations manager, Service, Compliance, Processes, Manager
1994 - 2007
job
Contact Centre Manager
BRITISH GAS.
Manager
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