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.
The first point JML & Contact Centre Team, along with Resourcing & Resolution Team. Our Contact Centre Team aims to resolve our customers' queries the first time they call or email us. Our Resolution Teams aim to resolve any query our Contact Centre Team can't, and handles our customers' queries across a range of HR-related issues; from generating a contract to handling their data. Together, they provide a consistent, highly effective and streamlined range of HR services for our customers.
Dimensions:
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a) Financial
- This role has no direct financial responsibility.
- Interacts with Diageo colleagues, including HR customers and Line Managers, and other first point DBSI & DI
- Works closely with their Team Leader to develop the team's operations.
- Partners with our in-market HR Business Partners (HRBPs) to improve our customer experience.
- Leads the process improvement and simplification agenda.
Purpose of role
The Lead Advisor works closely with their Team Leader and provides them with insights and support to handle their team's 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 in 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.
Top accountabilities for Lead Advisor (approximately 50 per cent of role content)
Workload: works with "ticket & workfeed action distributor" to monitor team's 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 underperformance, 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 it's adequately resourced to support business-as-usual activities, cyclical HR activities and projects. Complex process & system resolution leads the investigation of any complex process & system issues until they're 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 leads the induction of new hires into their team, analyses Advisors' training needs and creates/facilitates capability-building interventions. Project delivery: Participates and gives to key projects review and implement changes across the region.
Top accountabilities for Advisor (approximately 50 per cent of role content)
- Generates weekly, monthly and ad-hoc reports regarding team, Resourcing and Resolution related topics
- Resolves questions re: workfeed actions, enquiries, process applications, offline requests
- Works with "ticket & workfeed action distributor" to monitor team's workload, monitors their performance against workload allocated to them and shares any relevant insights on team performance with their Team Leader. Handles workload distribution related questions.
- Handles backup activities in case of absence
- Advises on Policy where there is challenge or question, provides advice on interpretation and ensures consistency of approach
- Coaches and leads team members in regards of queries
Qualifications & experience required
- Previous experience in HR desirable and/or customer service environment 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.
- Fluency in verbal and written English
Enabling behaviors
- Leadership:
- Displays high energy; role models behaviors expected of Advisors and Coordinators; coaches Advisors and Coordinators to make decisions effectively; solution-focused; open to challenge and change.
- Prioritisation:
- Uses judgement to prioritise team's workload; delegates effectively; delivers results when working to tight deadlines; demonstrates flexibility.
- Customer management:
- Establishes relationships across a range of customers with diverse styles and leads 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.