Senior People Advisor - London, Permanent
As a key link between our People Advisors and People Partners, the Senior People Advisor delivers end‑to‑end, generalist HR support across the employee lifecycle. Working closely with managers and leaders across Pay.UK, the role blends employee relations with direct involvement in performance, talent and organisational change. You’ll direct the formulation of people policies and execute initiatives that enrich the colleague experience, upskill managers, and cultivate an inclusive culture tied to Pay.UK’s strategic goals.
Key Accountabilities
Employee Relations Case Management:
- Provide oversight of employee relations casework, acting as an escalation point for People Advisors or managers where required, supporting a triage service across all directorates
- Advise and guide managers in developing, documenting and communicating solutions for complex people matters, including supporting managers at formal hearings where appropriate
- Advise, guide and coach People Advisors on employee relations matters, building capability and confidence across the team
- Provide support, coaching and training to Colleague Voice Forum (CVF) members to enable effective engagement on organisational change activity with people or employee relations implications.
Policy & Governance:
- Oversee the review, drafting and updating of people policies and procedures, ensuring clarity, compliance and alignment with business and colleague needs across the employee lifecycle
- Manage policy consultation processes, working with internal stakeholders including CVF to support communication, embedding and training activity
- Share external insights and best practice, making recommendations on policy and governance improvements that enhance the colleague experience and support Pay.UK’s EVP.
Generalist HR & Business Support:
- Provide responsive, generalist HR advice to managers across Pay.UK
- Support the People Partners and the Talent team with capability development by contributing to activities such as succession planning, talent reviews and performance management processes
- Assist the People Partners in implementing people initiatives that match directorate priorities, offering practical generalist support when needed
- Collaborate with the Culture & Engagement Officer to implement people projects that enhance the colleague experience and promote a diverse, inclusive workplace
- Support the roll out and embedding of a new HR system across the People team and Pay.UK more broadly, acting as a subject‑matter expert for manager and colleague use cases across the employee lifecycle
- Act as the People Partnering team's representative in cross-organisational working groups when generalist HR knowledge is needed
Capability Building & Coaching:
- Coach and mentor People Advisors, building confidence and capability across generalist HR advice, including case management, policy application and manager support
- Provide guidance and upskilling for line managers to build confidence in managing performance, development, engagement and day‑to‑day people matters effectively
- Develop and deliver targeted workshops, guidance, templates and best‑practice tools across the employee lifecycle, aligned to organisational priorities
Insights, MI & Continuous Improvement:
- Support with maintaining oversight of people trends, risks and themes across the organisation, using MI and insights to inform decision‑making and recommend improvements to policy, process or practice.
- Recommend and implement improvements to people processes, templates and ways of working, contributing to People Team continuous improvement initiatives.
Qualifications, Skills and Experience
- CIPD qualified or equivalent practical experience
- Extensive ER case management experience within a regulated or complex environment, with sound knowledge of UK employment law and best practice
- Experience drafting, reviewing and implementing people policies
- Demonstrated ability to support organisation‑wide people projects and change initiatives
- Skilled coach who develops managers' and junior HR team members' capabilities
- Experienced in delivering training and capability‑building sessions
- Skilled analytical abilities, with experience in MI, insights and reporting
- Clear written and verbal communication skills, able to navigate and manage sensitive conversations
- Acts with integrity, sound judgement and an inclusive, supportive coaching style
- Initiative-taking, focused on solving problems, and comfortable with unclear situations
- Collaborative, with the ability to work effectively across functions and directorates
- Promotes continuous improvement and advocates best practice
- Adept at using AI-enabled tools and HR technologies, focused on expanding digital and AI capabilities to improve productivity, insight, and operational approaches
At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone's unique input.
Who we are
Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.
From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.
Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2024, the UK's retail payment systems processed 11 billion transactions worth over £10 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 9 million switches since it’s launch in 2013.
Every day, individuals and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.
Benefits & Additional Information
- 12% Non-contributory pension
- Discretionary annual bonus
- 30 days annual leave (excluding bank holidays)
- Private medical insurance, life assurance, income protection, health cash plan, dental insurance, Bupa medicals etc
- Employee assistance programme
- Cycle to Work Scheme
- Season ticket loan
- Annual fitness subsidy of up to £500 per annum
- Working from home policy - minimum 40% in the office (eg. 2 days in the office over a 5 day working week)
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