Operations Specialist - People ServicesHR / People

The Operations Specialist - People Services is responsible for the accurate, timely, and compliant delivery of People Services support across ASDA. Acting as a first point of contact for colleagues and managers, the role combines high-quality operational processing with the provision of guidance on HR policies, processes, and systems.

Reporting to the Lead Operations Specialist/Operations Manager, the role holder will manage day-to-day transactions, resolve queries through multiple service channels; case, phone, chat and support the effective delivery of People Services. They will contribute to continuous improvement activities, identify opportunities to enhance service delivery, and help maintain a strong customer-focused culture.

Key Responsibilities

Service Delivery & Case Management

• Deliver People Services transactions accurately and efficiently in line with Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and quality standards.
• Manage and resolve colleague and manager queries through appropriate service channels, escalating complex issues where required.
• Provide guidance, coaching, and support to managers, ensuring understanding and correct application of People policies, processes, and systems.
• Take ownership of cases and service requests, ensuring timely resolution and clear communication throughout.
• Maintain accurate employee records and ensure data integrity across systems in line with governance and data protection requirements.
• Work collaboratively with colleagues and stakeholders to deliver a seamless end-to-end colleague experience

Quality, Compliance & Risk Management

• Adhere to all operational procedures, quality standards, compliance requirements, and audit controls.
• Ensure activities are completed in accordance with UK employment legislation, company policies, and governance requirements.
• Maintain confidentiality and exercise sound judgement when handling sensitive colleague information.
• Support the identification and resolution of recurring service issues through root cause analysis and corrective actions.
• Ensure payroll-impacting transactions and controls are processed accurately to minimise colleague impact and operational risk

Customer Experience & Service Excellence

• Deliver an excellent customer experience through professional, responsive, and empathetic service.
• Build strong relationships with managers and colleagues by providing consistent, accurate, and practical advice.
• Identify opportunities to simplify processes and improve service interactions.
• Contribute to a customer-centric culture focused on quality, efficiency, and continuous improvement.

Continuous Improvement & Collaboration

• Support the Lead Operations Specialist and Operations Manager in implementing process improvements and service enhancements.
• Share operational insights and feedback to improve effectiveness, system usability, and colleague experience.
• Participate in process reviews, testing, training activities, and the implementation of new technologies or ways of working.
• Maintain current knowledge of People policies, employment practices, systems, and service developments.
• Work closely with colleagues across People Services and the wider People function to achieve shared objectives

Teamworking & Personal Development

• Actively contribute to a positive, inclusive, and supportive team environment.
• Share knowledge and best practice to build capability across the team.
• Participate in team meetings, service reviews, and learning activities.
• Take ownership of personal development and performance, continuously building knowledge and capability.
• Demonstrate ASDA values and behaviours in all interactions and activities.

Skills & Experience

• Strong understanding of People Services and operational HR processes.
• Experience delivering high-volume shared services or customer support activities with strong attention to detail.
• Ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Strong customer service, communication, and stakeholder management skills.
• Confidence in providing guidance and support on policies and processes.
• Proficiency in HR systems, digital tools, and data management.
• Strong problem-solving and analytical skills, with the ability to identify trends and recommend solutions.
• Collaborative team player with a continuous improvement mindset.

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

• Discretionary company bonus

• Company pension up to 7% matched

• 15% colleague discount in store and online

• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.

• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated

• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves