Senior Analyst - HR Operations

About the Company

Responsibilities

• ● Job Description : About us
• ● Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray, Gordons, and Guinness. Our purpose - Celebrating life, every day, everywhere - has an important role in our company, for our people, our diversity, our brands, in how we perform, and how we create shared value.
• ● Our ambition is to create the best performing, most trusted, and respected Consumer Products Company in the world. To achieve these, we need the world's very best people.
• ● Feel inspired Then this may be the opportunity for you.
• ● Purpose of Role :
• ● The Senior Analyst is the first line of contact for all HR enquiries and will resolve the majority of calls at source. As the first contact point they have a direct impact on how customers perceive their experience. The person in this role will be dedicated to customer service and resolving queries with a high degree of quality and accuracy. They will also demonstrate good judgement to interpret the customers need and appropriate response. They receive and process requests and enquiries using the technology and documentation provided and are the link between employees/customers and the Service Centre. Senior Analyst will escalate cases or enquiries where appropriate to other specialist teams and thus must have a clear understanding of how their role impacts the rest of the Diageo Business Services and the overall reputation of the HR function.
• ● Top Accountabilities
• ● Delivers service to agreed performance levels and beyond. Collaborates with other teams to reduce handoffs and complexity for the customer. Specific SLA targets relate to: Call abandonment rate, Speed to close queries and Customer Satisfaction. Specifically:
• ● Processes all incoming calls and emails into activities, redirecting to other teams where appropriate
• ● Resolves all queries possible including investigation and customer interaction
• ● Make immediate data changes to employee information in systems or files. Receive, scan and file supporting documents where required
• ● Involvement in specific projects throughout the year. Eg. Annual reward cycle, organization restructure support etc. Including planning, team work and execution
• ● Creates accurate support documentation and calculation for all employee lifecycle events, secures approval as required, issues, tracks and files
• ● Manages activities relating to all workload on case management system, including comprehensive notes and audit trails
• ● Manage third party systems if relevant
• ● Provides excellent customer experience by owning issues, managing expectations and closing the loop for employees, line managers and HR colleagues.
• ● Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of Workday self-service, about Compliance requirements and also how to best leverage HR support
• ● Senior Analyst is expected to act as subject matter experts on Workday and other HR Tools.
• ● Provides feedback for Continuous Process improvement through diagnosing, investigating and recommending solutions
• ● Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers. Zero breaches of data privacy, security or COBC policies.