**Job Description :** **Senior Analyst, HR Operations** **About us** With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating. **What does this role look like for you?** The HR Operations Analyst is the first line of contact for all HR enquiries and will resolve most 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. They will also demonstrate good judgement to interpret the customers need and appropriate response. They receive and process requests and enquiries using the technology and documentation provided and are the link between employees/customers and the Service Centre. HR Operations Analyst will escalate cases or enquiries where appropriate to other specialist teams and thus must have a clear understanding of how their role impacts the rest of the Shared Service Centre and the overall reputation of the HR function. This role is also expected to have a background on process automation, best if related to HR processes, and have knowledge in utilizing Microsoft applications (e.g. Power BI, Automate Power Apps. etc.) **Top Accountabilities:** + Delivers service to agreed performance levels and beyond. Collaborates with other teams to reduce handoffs and complexity for the customer. Specific SLA targets relate to: Call abandonment rate, Speed to close queries and Customer Satisfaction. Specifically: + Processes all incoming calls and emails into activities, redirecting to other teams where appropriate + Resolves all queries possible including investigation and customer interaction + Make immediate data changes to employee information in systems or files. Receive, scan and file supporting documents where required + Involvement in specific projects throughout the year. Eg. Annual reward cycle, organization restructure support etc. Including planning, team work and execution + Creates accurate support documentation for all employee lifecycle events, secures approval as required, issues, tracks and files + Manages activities relating to all workload on case management system, including comprehensive notes and audit trails + Schedules interviews for candidates and communicates with them on an on-going basis + Partners closely with the Talent Engagement Team re: open requisitions + 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, on the use of Workday self-service, about Compliance requirements and also how to best leverage HR support + HR Operations Analysts are 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 and that all CARM controls are upheld within the team and with customers. Zero breaches of data privacy, security or COBC policies. + Provides support on any translation services as required by the business. + Excellent team player - collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation. This includes ensuring continuous service offering for customers through organising phone (and activity creation) cover when needed. **Key criteria to be successful in this role:** + Ability to prioritise effectively, switching effectively between calls and emails and balancing activating new queries with resolving existing one + Demonstrates good judgement, diagnosing the question and need with skills and speed and identifying the appropriate response. + Passionate about a great customer experience + Enthusiastic team player, able to build great working relationships across diverse styles and a variety of stakeholders + Lives and breathes accuracy and detail, gets it right first time + Articulate, with excellent communication skills and ability to act in a calm, rational manner while under pressure. + Willingness to work with flexibility in adjusting workload according to actual query volume, support each other by offering cover for team members where necessary + Strong experience with automation tools such as: + Microsoft Power Platform (Power Automate, Power Apps, Power BI) + Excel with advanced formulas/macros + SharePoint workflows + Other relevant HR tech platforms (e.g., Workday, ServiceNow) + Ability to lead or contribute to automation projects from design to deployment + Ability to translate technical solutions into user-friendly processes **Experience** + Experience in HR is desirable. Experience of working in a Shared Services environment also advantageous. + 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 + Aptitude to quickly pick up technologies in using new systems and applications + Strong Microsoft Office skills including Word and Excel + Language: English **Working with us** Flexibility is key to success. From part-time and compressed hours to different locations our people work flexibly in ways to suit them. Talk to us about what flexibility means to you and we’ll work together so that you’re supported from day one. We recognise and value performance, offering our people a highly competitive Rewards and Benefits package. Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world. Feel inspired? Then this may be the opportunity for you. **Worker Type :** Regular **Primary Location:** McKinley Hill **Additional Locations :** **Job Posting Start Date :** 2025-08-14 With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential. **DRINKiQ** What's your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ (https://www.drinkiq.com/en-gb/)