Role Summary

Join Merlin at a transformative moment as we redefine how HR services are delivered globally. As People Operations Delivery Senior Manager, you’ll lead a high-performing team of People Advisors within our UK-based People Shared Services Hub. You’ll be responsible for delivering consistent, high-quality support for employee queries while championing operational excellence and an exceptional colleague experience.

This is more than a service management role—it’s a strategic leadership opportunity to help design and embed our new Shared Services model, drive process optimization, and enhance employee engagement through innovation and data-driven service delivery.

With a strong focus on collaboration, compliance, and continuous improvement, you’ll ensure that the People Hub operates seamlessly—supporting a globally distributed workforce and setting new standards for what great People Operations looks like.

Key Accountabilities

Team Leadership

• Inspire and lead a team of People Advisors, fostering a culture of ownership, continuous learning, and service excellence.

• Champion a people-first, collaborative environment across the UK Hub and local People teams.

• Provide day-to-day coaching, mentoring, and development to build a high-performing, engaged team.

Service Delivery Excellence

• Oversee the day-to-day operations of the People Services function, ensuring service levels (SLAs) and key performance indicators (KPIs) are consistently met.

• Lead the resolution of employee queries and cases across multiple channels (chat, email, phone, ticketing system).

• Design and implement operational strategies that streamline processes, enable automation, and elevate the employee experience.

• Enhance self-service capability through robust knowledge management, ensuring employees and managers have access to relevant, timely resources.

Performance & Quality Monitoring

• Analyse hub performance through data and reporting to identify trends and implement targeted improvements.

• Lead quality assurance activities including case audits, call monitoring, and real-time coaching.

• Serve as the escalation point for complex issues, ensuring resolutions are timely, compliant, and aligned with internal policy.

Compliance & Risk Management

• Ensure all processes are compliant with applicable employment laws, data privacy regulations, and company policies.

• Work closely with Legal to interpret policy and navigate complex cases with confidence and accuracy.

Technology & Collaboration

• Partner with Digital & Data teams to optimize case management systems, HR tools, and service delivery platforms.

• Work cross-functionally with HR Centre of Excellence (COEs) and People Business Partners to ensure cohesive service delivery and alignment to broader HR strategy.

• Act as a key contributor in shaping the design and rollout of the new People Shared Services model.

Critical Interfaces

Experience & Qualifications

• Extensive experience in HR operations, with experience in a leadership role within a shared services or contact centre environment.

• Strong expertise in ticketing systems and case management platforms (e.g., ServiceNow, Workday, SuccessFactors, Freshdesk).

• Demonstrated ability to lead service teams, manage high volumes of inquiries, and exceed performance expectations.

• Excellent knowledge of HR processes, employment law, and data privacy regulations.

• Proven experience managing SLAs, KPIs, and driving continuous improvement through data analysis.

• Strong communication, problem-solving, and stakeholder management skills.

• A proactive mindset with the ability to adapt to fast-paced and evolving business needs.

• Experience in a global or multi-regional HR environment is an advantage.

Leadership Behaviors 

Soulfully Curious
You embrace complexity, ask thoughtful questions, and stay open to learning in every situation.

Results Focused
You set clear goals, take accountability, and consistently deliver high-quality outcomes.

Extraordinary Teammate
You collaborate across functions, support your colleagues, and contribute to a high-performing team culture.

Develops People
You empower others to grow, coach for success, and take pride in developing future talent.

Just Some of the Magic You’ll Enjoy:

• Merlin Magic Pass – Enjoy 20 complimentary tickets each year for you, your family, and friends to experience Merlin attractions around the world—rising to 40 after one year of service.

• ‘Enjoy the Ride’ Merlin Annual Passes – Receive 6 exclusive annual passes (1 for you and 5 to gift to loved ones), giving unlimited fun across our attractions.

• Performance-Based Company Bonus – Celebrate your achievements with potential annual bonuses aligned to performance.

• Private Pension Scheme – Plan for your future with our competitive pension offering.

• LEGO® Perks – Receive 40% off LEGO online and 25% off in our on-site retail shops and restaurants.

• Learning & Development – Take your career further with ongoing training, development programs, and growth opportunities.

• And So Much More… – From wellness initiatives to team events, get ready to enjoy the perks of being part of the Merlin magic.