Senior Analyst, HR Operations

Context and Scope 

First Point is Diageo's HR service organisation, providing consistent, high-quality support to employees, Line Managers, HR Business Partners and HR colleagues across the markets it serves. The organisation delivers a broad range of services across employee lifecycle processes, legal documentation, benefits administration, employee data management, policy guidance and HR systems support. 

The Senior Analyst, HR Operations is an individual contributor role responsible for the accurate and timely delivery of employee lifecycle, documentation and data-management activities. The role manages standard and moderately complex requests, resolves cases escalated from the Contact Centre and other HR teams, and ensures that transactions are completed in accordance with agreed service levels, policies, controls and market requirements. 

The role uses Workday, ServiceNow, Doc Genie and other enabling technologies to maintain employee and position data, generate documentation, record complete audit trails and support payroll or downstream teams. It works closely with HRBPs, Market HR teams, employees, Line Managers and other First Point teams to provide a seamless customer experience and contribute to continuous improvement. 

Role Dimensions 

a. Financial 

• No direct financial accountability. The role is expected to work efficiently, prevent rework and support accurate payroll and employee-data outcomes. 

b. Market and Role Complexity 

• Provides HR Operations support across assigned markets and manages activities that may vary by country, policy, process and legal-documentation requirement. 

• Balances customer needs, service-level commitments, data accuracy, compliance and downstream impacts when completing transactions. 

• Works with multiple stakeholders across HR, Payroll, Talent and First Point, escalating non-standard or high-risk matters appropriately. 

c. Leadership Contribution 

• Operates as an experienced individual contributor with no direct people-management responsibility. 

• Provides day-to-day guidance, knowledge sharing and practical support to newer Analysts or Associates when required. 

• Role-models high standards of accuracy, customer service, collaboration and compliance. 

Purpose of the Role 

To deliver accurate, timely and customer-focused HR Operations services across employee lifecycle, documentation and employee-data processes. The Senior Analyst applies sound process and systems knowledge to complete transactions right first time, resolve standard and moderately complex queries, maintain robust audit trails and support a consistent employee and manager experience. The role also contributes to service improvement by identifying recurring issues, sharing knowledge and supporting changes to processes, tools and ways of working. 

Key Accountabilities 

1. Deliver Employee Lifecycle and Data Transactions 

• Process Joiner, Mover and Leaver activities accurately and within agreed service levels. 

• Maintain employee, organisational and position data in Workday, ensuring completeness, accuracy and appropriate approvals. 

• Prepare and issue employee documentation, including contracts, letters and other lifecycle documents; track completion and retain records in line with requirements. 

• Provide clear and accurate instructions to Payroll and other downstream teams where required. 

2. Manage Queries, Cases and Customer Expectations 

• Own assigned ServiceNow cases from receipt through resolution, maintaining clear notes, evidence and audit trails. 

• Resolve standard and moderately complex queries from employees, Line Managers, HRBPs, Talent and other First Point teams. 

• Communicate clearly, manage expectations and provide timely progress updates to customers and stakeholders. 

• Escalate policy, legal, data-privacy, system or high-risk issues through the appropriate channels. 

3. Ensure Quality, Compliance and Control 

• Complete all work in accordance with HR policies, process standards, data-privacy requirements, security controls, COBC and applicable CARM controls. 

• Perform appropriate validation and quality checks to ensure transactions and documents are right first time. 

• Maintain accurate records and evidence to support audit, control and governance requirements. 

• Protect confidential and sensitive employee information at all times. 

4. Support Operational Excellence and Continuous Improvement 

• Identify recurring errors, process gaps, unnecessary hand-offs and opportunities to simplify the customer journey. 

• Contribute ideas and practical support to process-improvement, standardisation and automation initiatives. 

• Participate in testing, implementation and adoption of process or system changes. 

• Keep knowledge articles, process guides and market-specific instructions accurate and current. 

5. Contribute to Projects, Cyclical Activities and Team Capability 

• Support business-critical and cyclical HR activities, including annual reward processes, organisational restructures, bulk transactions and other HR projects. 

• Collaborate with colleagues to balance workload, maintain service continuity and meet peak-demand requirements. 

• Share process knowledge and provide coaching or buddy support to new Analysts and Associates. 

• Build practical expertise in assigned processes, systems and markets and apply learning to improve service delivery. 

Key Measures of Success 

• Achievement of agreed service levels and case-resolution targets. 

• Accuracy of employee data, documentation and payroll instructions. 

• Right-first-time performance and reduction in avoidable rework. 

• Quality and completeness of ServiceNow notes, evidence and audit trails. 

• Customer and stakeholder satisfaction. 

• Compliance with policies, controls, data-privacy and security requirements. 

• Constructive contribution to team capability and continuous improvement. 

Qualifications and Experience 

• 2-4 years of experience in HR Operations, HR Shared Services, an HR Service Centre or a comparable service-delivery environment. 

• Practical experience in one or more of the following: employee lifecycle processes, employee documentation, employee or position data management, payroll-interface activities or HR query resolution. 

• Working knowledge of cloud-based HR systems; experience with Workday and ServiceNow is preferred. 

• Experience working within defined policies, service levels, controls and data-privacy requirements. 

• Proficiency in Microsoft Office, particularly Word and Excel. 

• Fluent written and spoken English. 

• Willingness to work flexible shifts in line with business and market-support requirements.