Senior Associate - Employee Experience at Diageo

Job Title: Senior Analyst - Employee Experience

About us: With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating.

About the Function: Our Human Resources (HR) team bring brilliant people together to help us continue building iconic brands. We harness the diverse talents of our people to help them excel. We champion an inclusive and collaborative culture, where all voices and perspectives are celebrated and valued.

HR is at the heart of markets around the world, finding and developing talent that will unearth new ideas and inspire innovation. From creative problem solvers and entrepreneurs to scientists and engineers — whatever your experience and ideas, we’ll help you to harness your talents, empowering you to be the best you can be.

About the team: This role will focus on Diageo One HR Administration (Tier 0) and First Point Emails and Calls (Tier 1) to support all Employee, Line Manager queries + All work feeds which is flowing outside Global Process like Organisation Management , Onboarding and Resourcing Coordination activities.

The Customer Experience centre will be responsible to ensure CSAT, Knowledge Management and ensure all Data privacy standards are adhered and supporting all HR processes outside Onboarding and Offboarding activities within the scope of First Point operations.

Dimensions:

a) Financial

• This role has no direct financial responsibility.

b) Market complexity

• Interacts with Diageo colleagues, including HR stakeholders and Line Managers of all Europe / Africa /America markets. This role will also be Back up in case of any Telephonic failures in APAC region.

c) Leadership responsibilities

• Works closely with the Market Stakeholders for all assigned markets, First Point Leadership team, Global Process Delivery teams, to manage the team’s operations.
• Leads the process improvement and simplification agenda as part of the project inputs.

About the role: This role will be responsible to support the Customer Experience job which includes – Managing all Employee and Line Manager queries, Working through SNOW, Triaging of Tickets of all tickets which flow through Workday for other First Point Team members. Also to perform various tasks which are scoped as Contact Centre aka Customer experience activities which includes all Back office work outside Global process which is Onboarding/Offboarding/Org Management at the time of this role creation. As part of Transformation, there will be a change in process which this role will adopt and new way of working continuously.

Role Responsibilities: Responsible for Managing the customer experience centre end to end activities:

Reviewing every single ticket which is received and Triage the activities as per the Responsible Matrix for Bangalore, Budapest centres. Ensure all service requests are reviewed which is in scope of customer experience centre which includes all WD Tasks / Managing employee queries outside Global Process delivery of Onboarding including Movers, Offboarding (in future) All phone calls are accompanied with standard script of taking those calls (opening/closing) including % of calls answered, calls abandoned. First contact resolution is vital to customers and also ensure that CE Advisor participates in the Process improvement and ensure the right Knowledge materials are updated so this can become future FCR. Agency occupancy will be measured in terms of # of calls, emails answered and Average Handling time which should feed to Operational effectiveness tracker as part of continuous improvement. Ensure all requests are managed with 100% Data Security and Privacy standards. Ensure regular audit of all Pending tickets in SNOW and ensure right action is taken including follow up to close the pending requests. Ensure all allocated tasks of all HR processes and markets are fully managed end to end to ensure seamless experience. Be proactive, adapt and change as per the new processes, policies of the Market or any Global process changes. Participate in Automation opportunities as advised by TL or Manager – Customer Experience. Update Diageo One HR of the markets as allocated to you and continuous Knowledge documents are updated for the market. Flag any issues of the Market and be responsible for Managing Market stakeholders including HRBP, Local HR or JML Global process delivery teams. Responsible for Continuous process improvement activities within Customer Experience activities. Continuous learning and adaptability is the key to success.

Experience / skills required:

• Previous experience in HR Contact Centre or any Service Delivery centre support

• Fluency in verbal and written English is essential.
• Previous experience using Microsoft Office applications to an advanced level, including Excel and Word, essential.
• Previous experience using cloud-based HR, EIC or SAP HR applications and systems desirable. End User knowledge on Workday is desirable.

Enabling behaviours

• Leadership:
  • Displays high energy; role models behaviours expected of Advisors and Coordinators; coaches Advisors and Coordinators to make decisions effectively; solution-focussed; open to challenge and change.
• Prioritisation:
  • Uses judgement to prioritise team’s workload; delegates effectively; delivers results when working to tight deadlines; demonstrates flexibility.
• Stakeholder management:
  • Builds relationships across a range of stakeholders with diverse styles and manages their expectations effectively; passionate about delivering great customer experience.
• Communication:
  • Excellent verbal and written communication; able to remain calm when under pressure; explains our HR policies and procedures to our customers using clear and simple language.
• Continuous improvement:
  • Lives and breathes accuracy; identifies and drives opportunities to make life simpler for our customers.

Flexible Working Statement: Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you’re supported from day one.

Rewards & Benefits Statement: TE

Diversity statement: Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

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