External Job Description
** Application deadline: 8thOctober, 2014** This role reports to the Resolutions Team Leader – First point Africa Context/Scope: First point Africa launched in April 2013 and provides HR support services to; Nigeria, East Africa Breweries Ltd (and its various business units), Africa Regional Markets (and its various business units), Diageo SA and Brandhouse 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 provides a wide range of HR services to employees, Line Managers and HR colleagues across the markets it supports. Purpose of role: The Resolution Advisor deals with escalations of queries and issues across a spectrum of HR activities received from Diageo employees, Line Managers and HR, including complex queries on employee lifecycle processes. Market Complexity: Interact with HRBPs, other market HR teams, employees, Line Managers, other first point Teams and can connect across Africa and globally 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; Speed to close queries and Customer Satisfaction. Specifically:
- Interrogates and analyses complex employee data on Workday and other systems.
- Resolves all queries escalated to tier 2, including investigation and customer interaction
- Manages 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 single point of contact for handling all HR requests and enquiries for employees and line managers. Owns the issue, manages expectations and closes the loop.
- 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 best practice 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 the Resolution team and 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 from first point for customers through providing phone (and activity creation) cover for the Contact Centre when needed.
Qualification & Experience:
- Tertiary qualification in a relevant field or equivalent experience
- Proven track record of HR capability and experience in a large multinational organization
- Experience in HR is highly desirable (previous Workday (or equivalent), Case Management or Cloud Technology experience all highly valued). 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
- Aptitude to quickly pick up systems and applications is a must (previous HR systems experience is highly valued)
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