Description
The Operations Specialist - People Services role is responsible for delivering People Services support across ASDA. The role involves managing day-to-day transactions, resolving queries, and providing guidance on HR policies, processes, and systems.
Key Responsibilities
- Deliver People Services transactions accurately and efficiently in line with Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and quality standards.
- Manage and resolve colleague and manager queries through appropriate service channels, escalating complex issues where required.
- Provide guidance, coaching, and support to managers, ensuring understanding and correct application of People policies, processes, and systems.
- Take ownership of cases and service requests, ensuring timely resolution and clear communication throughout.
- Maintain accurate employee records and ensure data integrity across systems in line with governance and data protection requirements.
- Work collaboratively with colleagues and stakeholders to deliver a seamless end-to-end colleague experience.
Quality, Compliance & Risk Management
- Adhere to all operational procedures, quality standards, compliance requirements, and audit controls.
- Ensure activities are completed in accordance with UK employment legislation, company policies, and governance requirements.
- Maintain confidentiality and exercise sound judgement when handling sensitive colleague information.
- Support the identification and resolution of recurring service issues through root cause analysis and corrective actions.
- Ensure payroll-impacting transactions and controls are processed accurately to minimise colleague impact and operational risk.
Customer Experience & Service Excellence
- Deliver an excellent customer experience through professional, responsive, and empathetic service.
- Build strong relationships with managers and colleagues by providing consistent, accurate, and practical advice.
- Identify opportunities to simplify processes and improve service interactions.
- Contribute to a customer-centric culture focused on quality, efficiency, and continuous improvement.
Continuous Improvement & Collaboration
- Support the Lead Operations Specialist and Operations Manager in implementing process improvements and service enhancements.
- Share operational insights and feedback to improve effectiveness, system usability, and colleague experience.
- Participate in process reviews, testing, training activities, and the implementation of new technologies or ways of working.
- Maintain current knowledge of People policies, employment practices, systems, and service developments.
- Work closely with colleagues across People Services and the wider People function to achieve shared objectives.
Teamworking & Personal Development
- Actively contribute to a positive, inclusive, and supportive team environment.
- Share knowledge and best practice to build capability across the team.
- Participate in team meetings, service reviews, and learning activities.
- Take ownership of personal development and performance, continuously building knowledge and capability.
- Demonstrate ASDA values and behaviours in all interactions and activities.
Benefits
- Discretionary company bonus
- Company pension up to 7% matched
- 15% colleague discount in store and online
- Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities
- Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
- Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments