HR Specialist at BBC World Service

Job Purpose

• This role will play an integral part in the management and delivery of service to the business.
• Responsible for supporting organisation effectiveness by developing and implementing solutions aligned to strategy.
• The role manages Africa team performance, ensures accountabilities are clear and implements performance improvement initiatives
• The role ensures that sufficient resources and skills are available to deliver good service for their area of accountability (Africa)

Main Responsibilities

• Where relevant, to manage team resources, allocate work and monitor workflow across the team
• To ensure self and team resources are following clearly defined HR processes delivering answers to queries and services in line with defined SLAs
• To ensure collaboration across Specialist Teams/Service Centre to deliver services and promote a culture of continuous improvement
• To act as a point of escalation for complex queries and requests received by the team, ensuring they are either resolved or managed appropriately
• To raise and review repeated problems or issues and set plans and resources to resolve them; or set out proposals and options to improve
• To support projects being delivered by BBC People, ensuring team resources are correctly managed
• To work in partnership to improve the customer experience through the analysis of case load, identifying trends and undertaking improvement action
• To provide intelligent reporting to support and maximise business performance
• To work with HRBPs and leaders across the BBC HR to deliver and improve SLAs and thereby demonstrating added value to the business
• To foster a culture of service excellence, role-modelling this and coaching team to deliver customer care

Are you the right candidate?

• Experience of delivering HR process, initiatives and services;  proficiency in generalist HR experience in Kenya and the eastern parts of Africa
• Basic computing and telephony skills
• Prior experience of working with systems (such as SAP)
• Proven ability to successfully deliver practical results against time and performance indicators
• Strong interpersonal skills and ability to develop, maintain and enhance relationships with a variety of contacts; strong influencing and persuading skills
• Analytical skills and the ability to resolve logistically complex problems
• Compares and contrasts situations and information, identifying patterns and trends which inform subsequent decisions
• Creates a sense of team spirit, encouraging shared ownership of objectives and deliverables
• Leads delivery at a team level by prioritising and setting clear milestones and measures
• Encourages others to act in line with organisational standards and frameworks
• Use of process improvement tools and their application
• Ability to support and lead and deliver large scale projects across organisation(s)