Job Summary

Location: Manchester, UK

Division: Ticketmaster

Line Manager: VP, HR – Business Operations

Contract Terms: Permanent, full time 40 hours a week

THE TEAM

The HR Business Operations Team supports the non-Tech Lines of Business (LOB) across the global Ticketmaster division and work closely across the Tech and Regional HRBP teams, along with the COE functions to deliver high impact and value add HR infrastructure and programming. Our team drives strategic alignment on HR practices and programs to achieve business objectives while upholding Ticketmaster’s core values across the Fan Support; Support & Operations; Festivals & General Admissions, Sales Operations, North American Regional Sales, and all Corporate functional teams.

THE JOB

The HR Manager, EMEA – Business Operations role is at the core of our HR Business Partner function. Working with teams, people managers and key internal stakeholders to help shape and implement effective people strategies and activities within each LOB and across the broader organization. It is expected that this role develops a strong understanding of Ticketmaster’s organizational strategy, culture, vision, mission, values, and strategic objectives in order to support Leaders in achieving prioritized deliverables, ultimately aiding in Ticketmaster’s success.

The role’s primary function is to partner with the EMEA based leaders across their LOB/client alignment to develop creative solutions to mitigate challenges across their workforce. This requires a solution oriented and highly resourceful approach from an individual who has a demonstrated track record of implementing HR best practices, leveraging integrated talent management and workforce planning strategies.

The complex nature of this role is in its cross-functional and regional positioning. While reporting into the functional alignment of the Business Operations team, it is expected that this person will collaborate and work closely with the HR team across EMEA, attending both teams’ meetings.

What You Will Be Doing

Human Resources Business Partnership (HRBP)

Partner with business leads on all aspects of talent management, organization design, role design, workforce planning, leadership development, and employee engagement.
Work closely with the hiring managers, finance business partners and Talent Acquisition, to establish and forecast people needs, establish staffing priorities, and manage related changes. Present quarterly roadmaps of TA requirements to HR Bus Ops Leadership.
Partner with regional EMEA HR team to facilitate cross-regional and cross-functional HR initiatives, ensuring global consistency with local relevance.
Actively participate in senior leadership (SLT) meetings to remain abreast of current and future priorities; challenges; and successes and contribute people-centric content to meeting agendas.
Provide guidance to Leaders on best practices related to organizational structure, design and fostering effective and inclusive environments for employees.
Monitor on-boarding processes for LOB new hires and partner with the Shared Services team to escalate as needed.
Identify and evaluate turnover and retention focus areas to mitigate voluntary attrition.
Analyze employee survey results and work with HR Bus Ops Leadership and the business team(s) to develop specific LOB strategies based on survey results and insights.
Partner across the HR Centers of Excellence (COEs) to design, facilitate and track programming linked to development plans (i.e. training and education).
Coach people managers and employees on career development including the design of Development Plans
Partner with people managers and appropriate COE(s) on Job Levelling exercises to ensure consistent and maintained levelling data integrity.
Take ownership and manage people data for dedicated client alignment.

Cross Functional HR Partnership

Partner with the Compensation & Benefits COEs on ad hoc issues as well as formal cycles related to promotions, bonus plans, and salary increases, including employee compensation equity and positions in need of re-evaluation.
Oversee the delivery of each LOB’s performance management process and ultimately facilitate the change management of moving to a unified solution.
Partner with the Employee Experience COE on the implementation; execution and follow up of engagement surveys.
Provide guidance on the creation of job descriptions and job analysis.
Partner with Shared Services to ensure proper processing of employee status change requests and paperwork for relevant client alignment.
Oversee and provide guidance on policy adherence on LOA’s.
Ensure appropriate internal corporate teams as related to Benefits; Payroll; and IT are providing timely and thorough responses to employee inquiries.
Advocate and support use of Workday as a primary source of all HR Administration.
Partner with Equity COE on the implementation of Equity based initiatives and advocate for Equity within our organization.
Provide feedback and insight pertaining to specific LOB needs that may be impacted by newly proposed policies, systems and/or processes.

Employee Relations

Conduct investigations of employee relations issues and resolve according to law, company policy and precedent, escalating to HR Bus Ops Leadership and/or Legal, as required.
Work in partnership with Business Leads on development and implementation of performance improvement plans as necessary, conflict resolution, up to and including terminations as appropriate.
Ensure compliance with and communicate highlights to wider team of any legal or regulatory changes pertaining to labor, wage and hour, and employment laws, including manager communication/training.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Proven track record in an HRBP capacity
HR Management degree, or equivalent work experience
HR Designation (or in progress) is considered an asset
Solid understanding of UK/European employment law or ability to access and apply reliable resources
Solutions-oriented approach
Creative, out of the box thinker
Optimistic outlook and attitude
Entrepreneurial mindset highly valued
Excellent verbal and written communication in English, additional languages considered beneficial, given our global matrix
Demonstrated ability to work independently and operate in a highly resourceful capacity.
Proficiency in MS Office Suite tools such as Excel, PowerPoint, Word, etc.
Familiarity with HRIS system(s) such as Workday is considered an asset
Up to 25% of travel may be required – frequency could be anywhere from bi-monthly to quarterly; however, this is subject to change based on the needs of the business

You (behavioural Skills)

Employee Engagement- In the early stages of the career this will be focused on delivering outcomes to your partners that allow them to complete a task and processes and therefore achieve a specific aim. As you progress in your career this will develop into an understanding of the key drivers of engagement and, what elements of the Talent Management system can impact those drivers. At an expert level you will have a deep understanding of how we design and measure our impact on Engagement.
Talent Management- The core of the team is the ability to understand the key areas of Talent Management. In the earlier stages of your career this may be focused mostly on dealing with active Performance/conduct Management or Sickness Absence. As you progress this will extend beyond these areas and include more preventative Talent Management practices and the increasing utilization of data to understand the overall Talent Management landscape and make data lead, evidence-based decisions to improve the employee experience and engagement. At the expert level this will involve understanding the importance of frameworks to govern these practices and developing Talent Management systems which include self-governance and equity.
Consultation- Partnering with our business partners and other HR partners is a constant requirement and requires an ability to consult with people, understand their needs and wants and balance the constantly moving forces between different parts of the business. Each case will be unique but, as you develop in your career you will be able to identify the key variables in each scenario and learn how to balance the nuance with an equitable approach, engaging the right partners at the right time to deliver on the key outcomes.
Reliability- To begin with this will be most evident in your ability to complete tasks on a consistent basis to a consistently good standard. As you progress through your career this will represent being able to handle an increasingly large, complex and varied workload, balancing the prioritization of that load and maintaining an equitable approach to it as well.
Adaptability- In the early stages of your career this will involve being able context shift from tasks to task, dealing with changing priorities and a range of different tasks. In the expert stages this will involve an ability to pivot not just yourself to changing priorities but also ensure you are helping your team and colleagues with understanding and adapting to those changes. You will also have to deal with often competing priorities from client groups, with very different needs and sometimes culture. Shifting between those two worlds in a way that can balance efficiency of standard processes with bespoke outcomes.
Problem Solving- At an early career stage this will involve finding ways to deliver outcomes to various requests and tasks when the solution can be unclear. As you advance through your career the types of problems will become more complex and you will become more knowledgeable about the potential impacts on equity that your solutions can cause. As you advance towards the expert level the problem solving with involve solving problems in a more systematic way and, less ad hoc in ways that can deliver outcomes equitably and with clear logic to justify them.
Teamwork- At the early stages this will involve supporting other members of the team on various recruiting related situations. At the competent level this will involve coaching other members of the team and supporting on wider initiatives leveraging experience and knowledge to do so. You will also begin to have an awareness of the load on other members of the team and offer support when needed. At the accomplished level you will lead on wider initiatives that can help the whole team and you will understand the load across the team and be able to help manage that load using your extensive knowledge and experience. At the expert level you will understand the individual needs across the team and, how to best utilize the resources and tool available to prioritize initiatives to best deliver for the whole team. You can also measure and direct appropriate members of the team to support.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our Work Is Guided By Our Values

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Ticketmaster

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HR Manager, EMEA - Business Operations