Documents and Data Specialist at Diageo

First Point Africa was launched in May 2014 to provide HR support services to Diageo’s markets across Africa ; Nigeria, East Africa Breweries Ltd (and its various business units), Africa Regional Markets (and its various business units) and Diageo South Africa. First Point is a dynamic, exciting and forward thinking environment with a commitment to excellent customer service and continuous improvement in the delivery of HR services to the business. It provides a wide range of HR services to employees, Line Managers and HR colleagues across the markets it supports.

Within first point, we have a team of professional and committed HR Advisors work together to provide value-add support and expertise that liberates Managers and employees across the business. Roles within first point are split into Tier 1 and Tier 2 support and span Employee Lifecycle Processes, Legal Documentation, Benefits administration, Employee Data Management, Policy advice and general HR and HR systems query support.  The organisation structure is split between roles based in a central location in Nairobi, Kenya and in market first point roles, all designed to service the business.

The Documents and Data Team for first point Africa specialize in supporting all ‘cradle to grave’ employee life cycle events, including the creation of all employee documents and data maintenance of critical employee and position data on our Workday HR system. They are also responsible for resolving cases and queries that are referred on or escalated by the Contact Centre related to documentation of data. The Documents and data specialists have a ruthless focus on accuracy and quality of approach and resolution while delivering consistent high performance against defined metrics and SLA’s.  The focus on high-quality customer service is enabled by technology including case management technology (Service Now), Workday, Doc Genie and Knowledge Point as well as keen personal judgement, expertise and capability.

Dimensions:

Financial

Although this role has no direct financial responsibility it is the incumbent’s responsibility to be financially aware of their responsibilities and remain budget conscious and compliant, seeking simplifications and opportunities to increase capacity.

Market Complexity

Leadership Responsibilities

Work in close partnership with the market HR Business Partners to influence the customer service experience.

Drive a process improvement and simplification agenda for Policies and Employee Life cycle processes

Purpose of Role

The Documents and Data Advisor deals with escalations of tasks, queries and issues across a spectrum of HR activities received from other HR teams (Resourcing, HRBPs other first point Africa teams) and includes the creation of Employee Documentation (Contracts, letters etc) and the management and maintenance of employee data within the Organisation and Position Management within Workday.

The role will have a primary responsibility for a market but will cover for colleagues. The role will also conduct data and documentation transactions primarily for Employee Lifecycle activities, e.g. new hire and on-boarding activity, exits, and job changes.  This team will provide a streamlined, consistent and highly effective range of services for its customers.

The role drives these services with a particular focus on proactive and brilliant customer service. Each person has a role to play in finding solutions and embedding smart results to drive continuous improvement and is able to share ideas and solutions with senior stakeholders allowing them to build their knowledge and reputation. Building strong relationships within these markets and all stakeholders will create diversity and further stretch in the role. The experience gained in any of these teams will be essential in building a career in HR within Diageo.

Top Accountabilities

• Delivers service to agreed performance levels and beyond. Collaborates with other teams to reduce hand-offs and complexity for the customer. Specific SLA targets relate to; Speed to close queries, Data and Documentation Accuracy and Customer Satisfaction. Specifically:
  • maintains complex employee data on Workday, executing all employee life-cycle changes to data right first time and instructing payrolls
  • creates accurate support documentation for all employee life cycle events, secures approval as required, issues, tracks and files
  • resolves all queries escalated to them from contact centre or other parts of first point and HR, including investigation and customer interaction
  • carries out specific projects throughout the year e.g. benefits enrolment, visa check, organisation restructure support etc. Including planning, team work and execution
  • manages activities relating to all workload on the Service Now query management system, including comprehensive notes and audit trails
• Provides excellent customer experience by being a point of contact for documents and data requests and enquiries for employees and line managers. Owns the issue, manages expectations and closes the loop.
• Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of self-service, about Compliance requirements and also how to best leverage HR support
• Drives Continuous Process improvement through diagnosing, investigating and developing solutions. Delivers change through bringing external best practice thinking and coaching self and others to experiment with new ways of working and behaviours. Drives increase in capacity and efficiency.
• Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all controls are upheld within the team and with customers; Zero breaches of data privacy, security or code of conduct policies.
• Excellent team working within wider first point, collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation. This includes ensuring continuous service offering from first point for customers through providing phone (and activity creation) cover for the Contact Centre 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 worker, 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
• Relentless pursuit of excellence, energy for driving change and improvement that will simplify for everyone. Thinks outside of the box. Is open to challenge and change.
• Articulate, with excellent communication skills and ability to act in a calm, rational manner while under pressure.
• Keen attention to detail
• Ability to multi-task and is organised and efficient

Experience

• Experience in HR is highly 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
• Aptitude to quickly pick up systems and applications is a must (previous Workday, Service Now or Cloud Technology experience all highly valued)
• Able to build great working relationships across the other first point teams and resolver groups

Skills & Knowledge

• Workday knowledge and related technology or an aptitude to quickly pick up systems and applications
• Strong Microsoft Office skills including Word and Excel
• Languages preferred: Fluent, accurate written and verbal English and French essential pre-requisite for the role.
• French considered being special language.

Barriers to Success in Role

• Ineffective stakeholder engagement and management of relationships.
• Ineffective interpersonal, written and verbal communications skills.
• Ineffective planning and prioritization of activities.
• Lack of attention to detail Inability to think outside of the box to find solutions