• Coaching and developing ER Executives in order to achieve agreed upon service levels, ensuring that all team members are skilled in each and every process.
• Ensuring excellent customer service is delivered to all customers at all times.
• Management of key projects from start to finish, both statutory and legal update requirements and company transformation / change programmes.
• Acting as second point of escalation for any complex stakeholder issues, where guidance or the benefit of deeper experience is required and ensuring that all issues are dealt with in a prompt, professional and efficient manner.
• Managing the formal case cycle in the most complex or large-scale cases with legal implications and coordinate the case management process using the required technology and methods of communication, looking for opportunities to resolve the matter informally, where appropriate.
• Co-ordinating and delivering training and development to People Managers to coach and upskill them, enabling them to appropriately manage and develop their people and build high performing teams that deliver.
• Ensuring a positive experience for all Employees and People Managers, even when processes and situations are challenging ones, by maintaining respect for individuals and delivering excellent customer service at all times. • Ensuring all Tier 0 (self-service) information and guidance is up to date, relevant and accessible to all Employees and People Managers, by recommending legislative and statutory updates to existing Knowledge base articles and reviewing Virtual Agent chats to look for ways to improve our self-service offering
• Providing evidence-based advice and guidance to People Managers on emerging trends and patterns in their respective business area and among their team members and supporting them to address people challenges on the horizon. This may include such areas as sickness and absence trends, rising cases of disciplinary or grievance, industry wide or external developments or factors etc.
• Ensuring high quality collaboration with all other Specialist / Service Centre teams to ensure alignment and consistency of services delivered
• Owning your own workload through the analysis of current case load, identifying trends and undertaking improvement action
• Providing insightful, intelligent reporting to customers to support and maximise business performance
• Working with leaders across the GBSC and business HR to deliver and improve SLAs and performance, thereby demonstrating added value to the business
• Fostering a culture of service excellence with your colleagues, role-modelling this and coaching other team members to deliver true best in class services to all.
Qualifications and skills Professional Qualifications & Experience Qualifications Bachelors Degree, Knowledge of employment law Experience 5+ Year’s Experience, Thought Customer Focus Building strong customer relationships and delivering customer-centric solutions Strategic Mind set Seeing ahead to future possibilities and translating them into breakthrough strategies Results Ensures Accountability Holding self and others accountable to meet commitments Drives Results Consistently achieving results, even under tough circumstances People Collaborates Building partnerships and working collaboratively with others to meet shared objectives
Language and communication
"• High level of English language proficiency as this is Kerry's most widely spoken language.
• Confidently able to successfully deliver services and have high quality interactions with Business Partners and Customer groups.
• Able to select the most appropriate method of communication to any given situation and tailor approach accordingly to ensure the most receptive audience and the best likelihood of influence and success.
• Proficiency in one or more additional foreign language would be a significant advantage (in particular Indonesian Bahasa, Chinese, Thai, Arabic, French, German, Italian, Dutch, Spanish, Polish, Portuguese)"
Service Delivery
• In depth knowledge of ServiceNow and all of the advanced functionality it provides.
• Able to manage cases, oversee multiple workloads and resolve complex multi-step processes.
• Advanced reporting and analytical skills to work proactively to address rising trends and areas of interest, query and concern."
Legal / Regulatory
• Knowledge of relevant employment law, and local regulations and confident on training and advising others of the same - both within and outside of the GBS.
• Knowledge of GDPR and data privacy laws, Immigration and visa requirements, Working time practices and limits, Employee relations case law, disciplinary, grievance and long-term absence best practises, Statutory / Health and Safety / Ethical best practise and audit requirements"
Functional Technical Competencies Skills Personal Attributes / Behaviours External orientation – Continuous Development Ability to work cross functionally, with an open mind and continuous improvement mindset. Strategic Planning & Execution & Compliance Stakeholder Management Impact & Influencing skills Coaching & Mentoring skills Ability to create a strong vision and strategy and engage teams to deliver this Ability to form followership based on technical competence and leadership behaviours Problem solving, Prevention & Decisive Decision-making Calm Assertiveness Strong Leader with a collaborative and engaging leadership style Change Leadership Organisational Values