Process Specialist, HR Operations

Job Description :

We offer a dynamic, exciting and forward-thinking environment to work in, and are committed to delivering excellent customer service and seeking ways to improve the delivery of our HR services across Diageo. The first point JML Contact Centre Team, along with Resourcing Resolution Team. Our Contact Centre Team aims to resolve our customers queries the first time they call or email us. Our Resolution Teams aim to resolve any query our Contact Centre Team can t, and handles our customers queries across a range of HR-related issues; from generating a contract to handling their data. Together, they provide a consistent, highly effective and streamlined range of HR services for our customers. Dimensions: a) Financial

b) Market complexity

c) Leadership responsibilities

Purpose of role The Lead Advisor works closely with their Team Leader and provides them with insights and support to handle their team s day-to-day performance. This includes delivering our customers with a great experience, driving continuous improvement initiatives and building our Advisors capability and confidence, so they become guides in their chosen field. To add to this, the Lead Advisor has specialist knowledge and uses this to assist with more complex queries, process or systems issues. Top accountabilities for Lead Advisor (approximately 50 per cent of role content)

Workload: works with ticket workfeed action distributor to monitor team s workload, monitors their performance against workload allocated to them and shares any relevant insights on team performance with their Team Leader. In the event of underperformance, proposes mitigation action(s) to Team Leader. Responsible for the teams reporting needs.

Workforce management: has full visibility of their team whereabouts (including planned and unplanned absence) and ensures it s adequately resourced to support business-as-usual activities, cyclical HR activities and projects.

Complex process system resolution leads the investigation of any complex process system issues until they re resolved, leads their through the full investigation cycle and shares any relevant learning insights with them. Continuous improvement: drives continuous improvement initiatives for their team by diagnosing, investigating and finding solutions; delivers change by sharing external good practice; coaches Advisors to experiment with new behaviours and ways of working.

Induction training leads the induction of new hires into their team, analyses Advisors training needs and creates/facilitates capability-building interventions.

Project delivery: Participates and gives to key projects review and implement changes across the region.

 

Top accountabilities for Advisor (approximately 50 per cent of role content)

Qualifications experience required

Enabling behaviors