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Shared Service Manager

Job Introduction

This is a unique opportunity for a talented, process-driven Shared Service Manager to join the wonderful People team at cardfactory. In this role you will help us redefine our delivery model and play a fundamental part in the design, delivery and running of a shared service team at cardfactory.

As one of the top five best big companies to work for, we are committed to progressing the ambition of the People function and believe this role will help us to achieve that. As our Shared Service Manager and the face of customer service for HR, you will build a strong team, smooth and efficient end to end processes – giving our colleagues excellent service at key points in their career.

The successful candidate will be a HR generalist who is great at building relationships and getting on with people – a strong leader with the ability to build and coach a successful high performing and customer centric team.  If this sounds like you then please get in touch!  

We operate smart working principles at cardfactory, combining some days working from our support centre in Wakefield (1-2 a week) with some days working remotely from home.

Role Responsibility

Team Leadership

  • Bring together the HR Admin and ER team to form a new shared service team
  • Map all end to end processes and ensure work is in the right place – stepping outside of HR to understand the colleague and data journey
  • Build a scalable model of support that supports our business enterprise wide
  • Ensure the right talent in the right place
  • Upskill and coach the team to ensure they have the skills needed for their roles
  • Ensure a customer centric experience weaving in our brand to all key processes

Process Improvement

  • Map key people processes across the business from hire to retire working with key stakeholders in each business area – retail, supply & support centre.
  • Look for opportunities to be more efficient and drive improvement through standardisation and automation
  • Ensure clear ownership of work across the team


  • Ensure all benefits administration is complete and in order and the customer journey is smooth.
  • Support the Reward Lead in ensuring benefits processes run smoothly and new suppliers are on-boarded effectively

Data and Insight

  • Define and build service levels for the service and monitor and measure monthly metrics – identifying patterns and trends to be addressed – building a pack of metrics for the People Team
  • Build management reporting including number of queries; ER cases; etc and build KPIs and SLAs
  • Obtain customer feedback and make improvements


  • Work with other key stakeholders in the People team to continue to define requirements for an end state shared service
  • Build comms and change approach for successful communication to the business of the shared service model
  • Carry out roadshows and build the brand and reputation of the People ‘hub’

Employment Law and Policy

  • Ensure clear and engaging suite of policies are in place and up to date for the UK and ROI with a tone of voice that makes it easy for our colleagues to understand
  • Be the expert for employment law updates and how they impact our business
  • Manage risk within ER and with tribunal claims making sure we are commercial and human in our decisions
  • Be the escalation point / sign off for complex or high risk cases
  • Work with the people development team to ensure education of leaders is in place and repeats through their journey with card factory – building robust manager toolkits to support this

Stakeholder Management and Relationships

  • Build relationships across the business being seen as the hub of colleague service.
  • Communicate with external sources, i.e. peer organisations to acknowledge any trends in shared services
  • Work closely with IT team to ensure systems meet requirements and there is a defined roadmap in place


The Ideal Candidate

  • Retail sector experience or experience of managing and leading a multi –faceted team
  • Experience of working within Lean principles such as Six Sigma is desirable  
  • Experience of transformation, change and project management
  • Experience of process improvement and process mapping
  • Commercial and analytical skills with a data driven mind-set
  • Confident and competent with technology – knowledge of HR systems
  • Has a strong understanding of broad HR and employment law – including HR policy, procedure and best practice

About the Company

Card Factory is the UK’s leading specialist retailer of greeting cards, dressings, and gifts with over one thousand stores across the UK and Ireland.  In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer.  This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey.  

In return, we offer a wide range of benefits to support your physical, mental, and financial well-being.


  • 25% Card Factory colleague discount in-store and online
  • Save As You Earn scheme
  • Financial Wellbeing Support       
    • Financial Education Tools
    • Salary Advance
  • Seasonal incentive schemes
  • Retail Management Apprenticeship Programmes with local providers with access to a virtual internal network for learning together
  • Discounted mobile phone contracts
  • Discounts across 100’s of UK retailers
  • Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing
  • Enhanced Family leave

This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. 

No agencies, please.

Sportswift Ltd T/A cardfactory


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