Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireHR Advisor
About the role
Reporting to the Team Lead, you will act as the functional lead for the Associate Support Service, ensuring the day-to-day operation runs smoothly and consistently. Whilst this is an individual contributor role, you will be responsible for coordinating the team’s workload through daily stand-ups and case prioritisation. You will serve as the primary point of contact for high-profile escalations, collaborating with key HR stakeholders to resolve complex issues and ensure business-critical processes.
The ideal candidate will possess exceptional organisational and influencing skills, a meticulous eye for detail, and a passion for delivering a seamless associate experience within a fast-paced environment.
What you’ll do
* Manage the day-to-day Associate Support Service Function, including running the Daily Stand Up to raise/share updates for consistency, manage visual updates, and prioritise and allocate cases.
* Act as the single point of contact for the management of high-profile or escalated cases, working with key stakeholders (e.g. AR and HRBPs) for support and resolution.
* Ensure business critical processes are delivered to the highest standard within deadlines. These processes include SM&CR, Promotion contracts, Open Enrolment, Hybrid Reporting, Open Ended Absence Process, and Visa and Immigration tasks.
* Meet case management SLAs (1 day for high cases, 3 days for all other cases).
* Ensure a high standard of associate experience by monitoring CSAT comments and results, acting upon them, and preparing information for and running PBS Sessions.
* Ensure fair and appropriate allocation of work and tasks among team members and work with the Team Lead on team upskilling.
* Ownership for unholding the Associate Support controls.
* Ensure process and policy adherence by collaborating with the policy manager to guarantee correct guidance is provided to associates. This includes flagging inaccurate policy/One Place information or broken links that require updates.
* Provide accurate and timely reporting of issues (e.g. change in case volume, increase in specific queries).
* Ensure LWIs (Local Work Instructions) are accurate and reflect implemented process changes (e.g. updating LWIs for ADP changes, retiring unnecessary LWIs like compassionate leave).
* Be a system expert in Workday and Salesforce, serving as a point of contact to flag issues to the technical lead and ensuring the team receives correct training when system changes are implemented.
* Create keying guides to reflect process changes.
What We’re Looking For
* Existing HR experience/qualification.
* Experience in, and demonstrable passion for, outstanding customer service and a commitment to high quality output.
* Experience overseeing a team or process.
* Experience of working to deadlines, and managing stakeholders.
* Exceptional written and verbal communication skills with a talent for delivering complex information in a clear, concise, and understandable manner.
* Effective questioning skills to help get to the core of the associate’s question.
* Organised, diligent, focused, and able to manage your own caseload, meet agreed service levels, and escal
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