Job Description :

First Point HR support services to Diageo Africa markets

First Point is a dynamic, exciting and forward thinking place to work with a commitment to excellent customer service and the continuous improvement of the delivery of HR services to the business. It will provide a wide range of HR services to employees, Line Managers and HR colleagues across the markets it supports.

Within First Point, a team of professional and committed HR Advisors work together to provide value support and expertise to Managers and employees across the business. Roles within First Point are split into Tier 1 and Tier 2 support and span Employee Lifecycle Processes, Legal Documentation, Benefits administration, Employee Data Management, Policy advice and general HR and HR systems query support. 

These roles have a particular focus on proactive and brilliant customer service. Performance goals are clear but stretching, collaboration integral part part of the culture and success is measured by outcomes, not just inputs. Each person has a role to play in finding solutions and simplifications and embedding sensible results to drive continuous improvement.

The Documents and Data Team for First Point Africa specialise in supporting all employee lifecycle events, including the creation of all employee documents and data maintenance of critical employee and position data on our Workday HR system. They are also responsible for resolving cases and queries that are referred on, or increased by the Contact Centre related documentation of data. The Documents and data specialists have a dedicated focus on accuracy and quality of approach and resolution while delivering consistent dedication against defined metrics and SLA’s.  The focus on high-quality customer service is enabled by technology including case management technology (Service Now), Workday, and Doc Genie as well as keen personal judgement, expertise and capability.

Although this role has no direct financial responsibility it is the Resolution Advisor’s responsibility to be financially aware of their responsibilities and remain budget conscious and compliant, seeking simplifications and opportunities to increase capacity.

Interact with HRBPs, employees, Line Managers and other First Point Teams across Africa  and globally

Work in close partnership with the market HRBP’s to influence the customer service experience. 

Drive a process improvement and simplification agenda for Employee Lifecycle processes.

The Documents and Data Analyst deals with customer concerns of tasks, queries and issues across a spectrum of HR activities received from other HR teams (HRBPs, Talent Engagement, other First Point teams) and includes the creation of  Employee Documentation (Contracts, letters etc) and the management and maintenance of employee data within the Organisation and Position Management within Workday.

The role will be required to act as Subject Matter Expert for primary markets, but may be required to cover for colleagues. They will have specialized knowledge and will conduct data and documentation transactions primarily for Employee Lifecycle activities, e.g. new hire and on-boarding activity, exits, and job changes.  This team will provide a streamlined, consistent and highly effective range of services for its customers.

The role drives these services with a particular focus on proactive and brilliant customer service. Each person has a role to play in finding solutions and embedding hard-working results to drive continuous improvement and is able to share ideas and solutions with senior customers allowing them to build their knowledge and reputation. Building strong relationships within these markets and all customers will create diversity and further stretch in the role. The experience gained in any of these teams will be be critical building a career in HR within Diageo.

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; Speed to close queries, Data and Documentation Accuracy and Customer Satisfaction. Specifically:

Maintains complex employee data on Workday, implementing all JML(Joiners, Movers, Leavers) changes to data right first time and instructing payrolls

Creates accurate support documentation for all employee lifecycle events, secures approval as required, issues, tracks and files

Resolves all queries called out from contact centre or other parts of First Point and HR

Involvement in specific projects throughout the year. Eg. Annual reward cycle, organization restructure support etc. Including planning, collaboration and execution

Handles activities relating to all workload on the Service Now query management system, including comprehensive notes and audit trails

Provides excellent customer experience by being a point of contact for documents and data requests from employees and line managers. Leads the issue,leads expectations and keeps a tight loop.

Acts as Engagement Partner for one particular market in the region. Actively engage with in market HR team to maintain great relationship with First Point, collect feedback, deliver training etc. Leads the Subject Matter Expertise(SME) of the specific market, acts as process gate keeper of the specific market, updates and maintains the knowledge base and trains other First Point team members where needed.

Doc & Data team members are expected to act as super users on Workday

Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of self-service, about Compliance requirements and also how to best leverage HR support

Drives Continuous Process improvement through diagnosing, investigating and developing solutions. Delivers change through bringing external standard methodology thinking and coaching self and others to experiment with new ways of working and behaviors. Drives increase in capacity and efficiency.

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.

Excellent team working within wider First Point, 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 providing phone (and activity creation) cover for the Contact Centre when needed.

Key Requisite Criteria to be successful in this role:

Is dedicated to accuracy and detail, gets it right first time

Ability to priorities 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.

With about 2 to 4 years experience in HR Operations

Flexible with work shift hours

Mandatory to be working in office for all the 5 days

Enthusiastic team worker, able to build great working relationships across diverse styles and a variety of  customers

Relentless pursuit of excellence, energy for inspiring change and improvement that will simplify for everyone. Thinks outside of the box. Is open to challenge and change

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 in HR is desirable. Experience of working in a Shared Services environment also advantageous.

Prior experience of working with legal documents or maintaining complex data changes desirable.

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

Able to build great working relationships across the other First Point team members

Skills & Knowledge

HR systems or related technology or the ability to quickly pick up systems and applications

Strong Microsoft Office skills including Word and Excel

Languages: Fluent, native English essential pre-requisite for all roles.

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