# Senior Analyst **Company**: Diageo **Location**: Tokyo **Experience**: senior **Job type**: full-time **Category**: Human Resources **Industry**: Other **Apply**: https://diageo.wd3.myworkdayjobs.com/en-US/Diageo_Careers/job/Tokyo-Japan/Senior-Analyst--HR-Operations_JR1129203?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_1ff926a6-dd8 ## Description 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 customer's need and appropriate response. The 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. - Processes all incoming calls and emails into activities, redirecting to other teams where appropriate. - Resolves all queries possible including investigation and customer interaction. - Makes immediate data changes to employee information in systems or files. - Receives, scans and files supporting documents where required. - Involvement in specific projects throughout the year. - Creates accurate support documentation and calculation for all employee lifecycle events. - Manages activities relating to all workload on case management system. - 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. - Senior Analyst is expected to act as subject matter experts on Workday and other HR Tools. - Provides feedback for Continuous Process improvement. - Ensures compliance requirements are understood and adhered to. - Provides support on any translation services as required by the business. - Excellent team player - collaborating with others to ensure service continuity. - Use the expertise on Thai language to engage with stakeholders both written and verbal. **Key Criteria to be successful in this role** - Ability to prioritize effectively. - Demonstrates good judgement. - Passionate about a great customer experience. - Enthusiastic team player. - Lives and breathes accuracy and detail. - Articulate, with excellent communication skills. - Willingness to work with flexibility. **Experience** - Experience in HR is desirable. - Prior experience in delivering excellent customer experience is essential. - Experience of working in a high paced environment. **Skills & Knowledge** - HR systems or related technology. - Strong Microsoft Office skills. - Languages: English, Thai ## Skills ### Required - HR systems - Microsoft Office - English - Thai ### Nice to have - Experience in HR - Experience of working in a Shared Services environment --- Source: [Apply at diageo.wd3.myworkdayjobs.com](https://diageo.wd3.myworkdayjobs.com/en-US/Diageo_Careers/job/Tokyo-Japan/Senior-Analyst--HR-Operations_JR1129203?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)