Role Purpose
To support the delivery of a high‑quality, centralised HR service by providing effective and consistent HR advisory and administrative support across the business. Working within a shared services model, the role will partner with HR Business Partners, Centres of Excellence (e.g., Recruitment, L&D, Systems), and offshore teams to ensure timely, compliant, and customer‑focused HR support is delivered. The role will be responsible for managing a range of employee relations casework and responding to day‑to‑day HR queries, ensuring alignment with company policy, employment legislation, and agreed service standards.
Key Accountabilities
* Provide consistent, commercially focused HR advice and guidance to managers on a broad range of people matters via a centralised service model.
* Deliver end‑to‑end employee relations case management (with HRBP escalation as required), ensuring a fair, proportionate, and legally compliant approach.
* Act as a key point of contact for HR queries, triaging and resolving queries in line with agreed service levels and escalation routes.
* Work collaboratively with offshore HR support and Centres of Excellence (e.g., Recruitment, L&D, Systems) to ensure effective resolution of queries and seamless employee lifecycle delivery.
* Support the administration and coordination of employee relations processes, including absence, family leave, disciplinary, grievance, and ad‑hoc documentation.
* Maintain and audit employee data within HR systems (e.g., Workday), ensuring accuracy, data integrity, and compliance with internal controls.
* Support managers with HR systems queries and promote effective use of self‑service tools.
* Identify opportunities to improve processes, enhance service delivery, and drive efficiencies within the shared services model.
* Contribute to HR projects and continuous improvement initiatives aligned to the wider people strategy.
* Build strong working relationships with stakeholders across the business, ensuring a responsive and customer‑focused HR service.
* Keep up to date with employment law, HR best practice, and internal policy changes to ensure advice remains accurate and current.
Role Specific Experience & Skills
* Proven HR generalist experience, including hands‑on employee relations case management.
* Experience operating within a shared services and/or centre of excellence model is highly desirable.
* Experience of working in a fast‑paced, customer‑focused environment.
* Strong administrative and organisational capability, with a high level of accuracy and attention to detail.
* Experience using HR systems (e.g., Workday) and managing employee data.
* Ability to manage multiple priorities in a structured and efficient way.
* Strong stakeholder management skills, with the ability to influence and build credibility remotely.
Personal Attributes
* Strong customer focus with a service‑led mindset.
* Clear and professional communicator, able to tailor approach to different audiences.
* Able to work independently within defined frameworks and escalates appropriately.
* Pragmatic, solutions‑focused approach to problem‑solving.
* Resilient, with the ability to manage a varied and high‑volume workload.
* Collaborative team player, able to work across functions and geographies.
* Proactive in identifying improvements and driving efficiencies.
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