Description
Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray, Gordons, and Guinness.
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.
Top Accountabilities
- Delivers service to agreed performance levels and beyond. Collaborates with other teams to reduce handoffs and complexity for the customer.
- 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, coaching employees and managers through their People Processes.
- Senior Analyst is expected to act as subject matter experts on Workday and other HR Tools.
- Provides feedback for Continuous Process improvement through diagnosing, investigating, and recommending solutions.
- Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working.
Key Criteria to be successful in this role
- Ability to prioritize effectively, switching effectively between calls and emails.
- Demonstrates good judgement, diagnosing the question and need with skills and speed.
- Passionate about a great customer experience.
- Enthusiastic team player, able to build great working relationships across diverse styles.
- Lives and breathes accuracy and detail, gets it right first time.
Experience
- Experience in HR is desirable.
- 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.
Skills & Knowledge
- HR systems or related technology or an aptitude to quickly pick up systems and applications.
- Strong Microsoft Office skills including Word and Excel.
- Languages: English, Bahasa Indonesia.