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 insights and inspire innovation. From creative problem solvers and entrepreneurs to scientists and engineers whatever your experience and ideas, well help you to harness your talents, empowering you to be the best you can be.
About the team
: First Point Americas is part of Diageos HR Shared Service (HRSS) organisation. We provide a range of HR services and support to our Diageo colleagues, including HR partners and Line Managers, across 15 countries: US, Canada, Brazil, Mexico, Venezuela, Argentina, Chile, Peru, Uruguay, Paraguay, Colombia, Costa Rica, Argentina, Panama, & Dominican Republic , along with Africa .We offer a dynamic, exciting and forward-thinking environment to work in, and are committed to delivering excellent customer service and seeking ways to improve the delivery of our HR services across Diageo.Our team aims to resolve our customers queries the first time they call or email us.
Dimensions
:
a) Financial
- This role has no direct financial responsibility.
b) Market complexity
- Interacts with Diageo colleagues, including HR partners and Line Managers, and other First Point Americas and global First Point teams
c) Leadership responsibilities
- Works closely with their Team Leader to lead the teams operations.
- Partners with our in-market HR Business Partners (HRBPs) to improve our customer experience.
- Leads the process improvement and simplification agenda.
About the role
: The Lead Advisor works closely with their Team Leader and provides them with insights and support to lead their teams day-to-day performance. This includes delivering our customers with a great experience, driving continuous improvement initiatives and building our Advisors capability and confidence, so they become guides on their chosen field. To add to this, the Lead Advisor has specialist knowledge and uses this to assist with more complex queries, process or systems issues.
Role Responsibilities
- Workload: Works with ticket distributor to monitor team workload, monitors their performance against workload allocated to them and shares any relevant insights on team performance with their Team Leader
- In the event of under-performance, proposes mitigation action(s) to Team Leader
- Responsible for the teams reporting needs
- Workforce management: Has full visibility of their team whereabouts (including planned and unplanned absence) and ensures its adequately resourced to support business-as-usual activities, cyclical HR activities and projects
- Complex process & system resolution: Handles the investigation of any complex process & system issues until theyre resolved, leads their through the full investigation cycle and shares any relevant learning insights with them
- Continuous improvement: Drives continuous improvement initiatives for their team by diagnosing, investigating and finding solutions; delivers change by sharing external good practice; coaches Advisors to experiment with new behaviours and ways of working
- Induction & training: Handles the induction of new hires into their team, analyses Advisors training needs and creates/facilitates capability-building interventions
Experience / skills required:
- Previous experience with HR Contact Centre or any Service Delivery centre support is required.
- Fluency in verbal and written English is important.
- Previous experience using cloud-based HR, EIC or SAP HR applications and systems is critical. End User knowledge on Workday & ServiceNow is preferred.
- Shift timings : 5PM -2AM or 7PM -4AM
- Previous experience using Microsoft Office applications to an advanced level, including Excel and Word, essential.
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 teams workload; delegates effectively; delivers results when working to tight deadlines; demonstrates flexibility.
- Customer management:
- Builds relationships across a range of partners with diverse styles and manahandles 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 youre supported from day one.
