Senior Analyst - HR Operations

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. 
• Provides support on any translation services as required by the business.
• Excellent team player - collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation. This includes ensuring continuous service offering for customers through organizing phone (and activity creation) cover when needed.
• Use the expertise on Chinese language to engage with stakeholders both written and verbal.

Key Criteria to be successful in this role

• Ability to prioritize effectively, switching effectively between calls and emails and balancing activating new queries with resolving existing one
• Demonstrates good judgement, diagnosing the question and need with skills and speed and identifying the appropriate response.
• Passionate about a great customer experience
• Enthusiastic team player, able to build great working relationships across diverse styles and a variety of  stakeholders
• Lives and breathes accuracy and detail, gets it right first time
• Articulate, with excellent communication skills and ability to act in a calm, rational manner while under pressure.
• Willingness to work with flexibility in adjusting workload according to actual query volume, support each other by offering cover for team members where necessary

Experience

• Experience in HR is desirable. Experience of working in a Shared Services environment also advantageous.
• Prior experience in delivering excellent customer experience is essential. 
• Experience of working in a high paced environment, deliver to tight deadlines and managing expectations of stakeholders

Skills & Knowledge

• HR systems or related technology or an aptitude to quickly pick up systems and applications 
• Aptitude to quickly pick up technologies in using new systems and applications 
• Strong Microsoft Office skills including Word and Excel
• Languages: English, Chinese