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Job Title:

People Services Principal

Job Reports To:

Senior Director, People Services

Job Department:

People & Talent

Job Location:

Multiverse Offices, Paddington - London, United Kingdom (min 3 days per week)

Summary

As Multiverse continues to grow, we are seeking a detail-oriented and systems-focused People Services Principal to own the operational processes and procedures that support the full employee lifecycle. This role is centered on ensuring the seamless execution of our People Operations through the expert management of our HRIS (HiBob) and our standalone ticketing system, Multibot. The ideal candidate will be an expert in process optimisation, have demonstrated experience utilising AI for superior efficiency gains and have deep previous experience documenting, managing, and enhancing the core workflows that impact the employee experience, from onboarding to involuntary terminations.

Roles & Responsibilities

Core Process & Systems Ownership: Own the management and configuration of the People Operations ticketing system including the architecture and SLA adherence.

In conjunction with the People Services Technical Implementation Lead, collaboratively design the operational processes within the HRIS (HiBob) ) using your deep Specialised Knowledge to systematically enhance and automate (using AI as much as possible) the full employee lifecycle from onboarding through to offboarding, including the ownership of the Performance and Pay Review processes throughout the year ensuring these run from within the HRIS and as defined by the key Accountable stakeholders.

Continuous Improvement & Analytics: Demonstrate strong Decision Making by analysing trends from HRIS and ticket data to solve problems without clear precedent. This involves translating insights into a continuous improvement backlog and using analytics to provide actionable recommendations that anticipates and solves for the future, delighting our stakeholders.

Data Governance: Show unwavering Discipline by establishing and upholding rigorous governance standards to ensure all People data is accurate and secure. Maintain data quality and integrity within the HRIS through regular auditing and the effective building of processes and documentation. This includes overseeing the accurate and timely flow of all employee data that impacts payroll and benefits.

Compliance in Operation: Ensure requirements for compliance across the year are clearly documented and own the management of background checks for pre-employment and during employment, complying with Ofsted regulations in line with UK Government Legislation as well as data and security regulations like GDPR and ISO/SOC2.

Technology, AI & Innovation: Drive innovation within the People function, exercising a strong Curiosity to find fresh solutions driven by new ways of working. This role is expected to find and in conjunction with the People Services Team, implement interesting AI use cases or solutions into the team's day-to-day cadence, enhancing analytics and automating routine tasks while ensuring all new functionality is built efficiently, ethically and effectively.

Strategic Partnership & Collaboration: Demonstrate strong Collaboration by partnering with teams across the business, such as the People Performance team, to translate policy needs into efficient, scalable workflows within our HR systems.

Service Delivery Excellence: Oversee the timely, accurate, and empathetic resolution of all employee inquiries, continuously driving toward self-service solutions to create a positive user experience and contribute heavily to resolving urgent matters.

Skills & Experience

• 5+ years of progressive experience in People Technology, HRIS, or strategic People Operations roles, with a track record of supporting growing organisations

• Deep, hands-on expertise with a major Tier-1 HRIS (HiBob is strongly preferred), including configuration and management of core modules and expert knowledge of managing core employee lifecycle processes within an HRIS

• Proven experience managing technology implementation projects and applying agile methodologies (e.g., sprint planning, backlog management) to manage a continuous pipeline of work.

• Strong business acumen with the ability to translate business needs into technical requirements and to articulate the benefits of technology improvements.

• Excellent communication, presentation, and stakeholder management skills, with a proven ability to collaborate effectively with partners across a diverse organisation.

• Hands-on experience managing and configuring an HR ticketing system

• Experience working in a regulated environment and successfully adhering to strict compliance measures is advantageous.

• A strong analytical mindset with experience using ticket and HRIS data to identify and solve problems as well as identify appropriate quantifiable metrics to indicate health.

• Experience handling payroll and benefits related employee data, ensuring seamless and accurate flow to payroll for timely end of month processing.

• Proven ability to manage multiple priorities in a fast-paced, scaling environment.

• A healthy curiosity for emerging technologies, including AI-powered HR tools, coupled with an understanding of the ethical considerations involved to come up fresh solutions driven by new ways of working.

Measuring Success in This Role

Within 3 months, you will have conducted a full audit of our current People Services and operational processes, identified key pain points, and established strong relationships with the wider People & Talent team and key stakeholders across the business.

Within 6 months, you will have contributed to the People & Talent roadmap and delivered initial "quick win" improvements to our support ticketing process and other core operational workflows. You will have tapped into specific agentic workflows, too.

Within 12 months, you will have successfully executed key projects from the roadmap, delivering at least multiple significant system and process enhancements. You will have demonstrably improved key operational KPIs (e.g., ticket resolution time, new hire onboarding satisfaction) and enhanced the data-driven reporting cadence and integrity for the People & Talent team and wider business.