Leigh Shaw

I am a positive individual with a strong work ethic, who confidently delivers a high standard of customer service within HR Shared Services. Over the last 16 years, I have aspired and developed myself to achieve consistent work practices. These include attaining and adhering to tight service level agreements, organisational and professional standards.

I have an excellent working knowledge of HR procedures and processes and the policies that underpin them. I am ready and very keen to take on new challenges and responsibilities to further develop my career within Human Resources. I am fully competent and confident in the use of HR systems; SAP, Neocase and Oracle, Itrent, DMX and a proficient user of the MS Office Suite.

I am Adaptable with extensive experience providing first-class results. Meets job demands and deadlines through diligent work-ethic and dedication to quality. I am a good team leader and have lead my team of 12 for 3 years now changing and evolving the whole working model.

HR Helpdesk Team Leader at UNIVERSITY OF STRATHCLYDE (2023-05 – Present)

• Ensure the smooth running of the HR Directorate office on campus by coordinating activities such as managing the upkeep of physical office facilities in line with department demand, for example, for equipment and stationery, and overseeing proper review and actioning of office mail and reception. Assisting Operational Support with system implementation of Itrent.
• I Ensure the effective office management of the HR Directorate by managing the IT equipment estate in line with budgets, including the Asset Register, and overseeing the department recruitment log, holiday tracker, etc, to ensure the HR Directorate is supported to deliver the best customer service to the University.
• Developed an approach for ongoing administrative process and efficiency reviews by developing SLAs and assessing them regularly to interpret and report patterns and trends to highlight and prioritise issues for further customer service improvements.
• Designed and developed an effective customer service model for the HR Helpdesk to be the first point of contact for all University staff, providing a range of advice, guidance and signposting where the solution can be found elsewhere.
• Maintaining and expand my team's knowledge on policies and procedures while also abiding to Employment law.
• Providing project support to the wider university and HR Directorate to Support the delivery of HR strategic projects.
• Manage, develop and recruit the HR Helpdesk team, delegating and allocating work as required to deliver a high-quality, first-class customer service and standard approach to administration for HR processes for the entire employee lifecycle from recruitment and contract management (including Fixed Term Contracts) to end of employment leavers' processes.
• Run and Maintain HR System implementation of Itrent and DMX digital files.
• Maintain my team of 12's Holidays, One to Ones, Training needs, Annual appraisals and daily needs to keep the HR admin team flowing.

HR Advisor at SCOTTISH POWER (2018-06 – 2023-04)

• Responsible for providing advice and guidance on HR, Training, and Authorisation Compliance related enquiries, to both Scottish Power employees and external customers, through various communication methods.
• Maintaining knowledge of company HR policies, procedures and processes and coaching managers on their use.
• Assisting line managers and employees to undertake self-service activities within HR Systems.
• Recording all queries accurately in Neocase.
• Probing and resolving complex queries using the information available.
• Maintaining a focus on continuous improvement by sharing learning experiences to support the identification of common issues and the development of potential improvements.
• Managing expectations to resolve complex queries and taking ownership of issues and identifying where necessary any issues that require escalation to other teams.
• Improving team processes by leading and contributing to team discussions and reviewing guidance to ensure consistency across the team.
• Working to organisational and professional standards and values with a focus on accuracy, availability and improving the customer experience.
• Networking and building relationships with the wider HR function.
• Maintaining and enhancing Knowledge Direct, to ensure consistent advice is provided across the team.

HR Support Administrator at SCOTTISH POWER (2010-12 – 2018-05)

• Responsible for the delivery of professional and consistent customer focused HR administration services to internal and external customers.
• Logging all HR queries accurately on Neocase and keeping customers informed of the progress and taking ownership until resolution.
• Communicating and collaborating with other HR shared service and wider HR Teams.
• Taking ownership of tasks assigned and completing work within agreed SLAs, using judgement to pick up any errors.
• Managing numerous HR tasks and activities simultaneously, whilst maintaining an exceptional quality of work.
• Ensuring compliance with all company and regulatory standards, procedures and policies.
• Supplying accurate HR administration support to the HR Project team to ensure timely delivery of project administration elements.
• Conducting work structures processing in SAP, whilst maintaining excellent attention to detail. Training and supporting new team members on HR systems and associated administration processes.
• Processing and advising employees and line managers on; Maternity, Paternity, Shared Parental leave, Flexible Working, Term-Time, Termination requests and maintaining employee records.
• Providing project support as a development opportunity to build on Business Knowledge.
• Working to payroll deadlines, ensuring all transactions and monthly tasks are completed to agreed standards and timescales and cross-checking work within the team.
• Completing training related administrative tasks including; Issuing joining instructions, loading courses, booking delegates on to courses, issuing registers, loading registers.
• Completing recruitment offers and updating SAP, Oracle and Your HR Online accordingly.

SVQ LEVEL 2 in BUSINESS MANAGEMENT – New College Lanarkshire (2004)

GCSES – Uddingston Grammar School (2002)