Life Unlimited. At Smith and Nephew we design and manufacture technology that takes the limits off living.  

Are you looking for a new opportunity where you can put on practice all your knowledge? Deliver high quality and consistent HR advice, support a resolution to all employees, line managers, executives and outside parties across the end-to-end employee lifecycle, through the application of HR and Pay policies and procedures with the purpose of making S+N a great place to work and delivering a great experience to our customers, in a way that improves their effectiveness day to day.

Manage the end-to-end HR transactional activities associated with the Executive management, Managers, HR & GBS populations across the employee lifecycle.

Undertake the due diligence and administrative activities associated with mergers & acquisitions for new business and the closure of sites. Support the HR community with the calculation and processing of redundancy payments and mutual agreements.

Provide advice as appropriate to S+N employees on Data Privacy and Freedom of Information provision including processes and procedures, and Subject Access Requests.

What will you be doing?

Customer Service Delivery

Provide high quality, consistent HR advice, support and resolution to all levels of management, employees and outside parties, in order to maximise customer efficiency, effectiveness and confidence.

Administer executive management, HR and GBS transactional activities associated with the employee lifecycle, across the organisation within agreed procedures, standards and timescales.

Working with the HRBP and HRC community, administer, calculate, and process redundancy payments, and mutual agreements, within agreed procedures, standards, and timescales, complying with all statutory requirements.

Processing internal Data Privacy Subject Access Requests in line with SLA’s

Deliver a quality and professional service to all customers ensuring compliance with employment legislation, S+N policies and good employment practice.

Provide timely, accurate advice, support and guidance on end-to-end employee lifecycle processes, including new vacancies, joiners, movers, leavers, pay changes, special leave types and compensation and benefit administration for all employees and managers.

Provide timely, accurate advice on policy and processes, and terms and conditions of employment

Resolve day to day customer service enquiries, issues, and complaints, escalating as appropriate, and deal with any service recovery.

Ensure that all employee data is entered into Workday and associated HR systems in a timely, accurate and consistent manner, whilst ensuring accurate and comprehensive employee information.

Ensure the service management tool accurately reflects the nature of the query to ensure a high level of customer service satisfaction.

Escalation of calls to specialists within the relevant teams.

Action case management requests in a timely and consistent manner to agreed standards and targets.

Identify and escalate issues and incidents

Create and maintain documents, records and data to agreed procedures and standards.

To assist Data Privacy with organisational processes necessary for handling Data Subject Access Requests and other requests for personal data from external authorities.

Ensure a high level of confidentiality is maintained in all aspects of work.

Coaching Of Managers and Employees

Coach managers and employees on employee lifecycle processes

Coach and mentor colleagues and undertake training, where appropriate

Support with the delivery of training to new starters within the team

Provide SME advice and guidance relating to specific country legislation or process

Due Diligence/M&A Project Activity

Undertake the due diligence, data collection/validation and administrative activities associated with the mergers and acquisitions for new business and the closure of sites.

Working with HRIS, ensure that the new organisation structure is built and signed off within Workday.

Ensure that the employee transfer data is loaded/removed from Workday within agreed timescales

Liaise with the 3rd party employer and the HRBP/HRC Project Manager to ensure the smooth transition of employees.

Process Management

Ensure all S+N policies, standards and agreed HR Customer Service Delivery processes are adhered to by all staff, rectifying any non-conformities as appropriate

Contribute to the development of SLAs

Deal effectively with non-compliance customer complaints on HR Customer Services Delivery related issues, liaising with the HR Customer Service Delivery Team Leader/Manager and/or Service Performance & Development as appropriate and deal with any service recovery.

Assist the team to develop and maintain appropriate systems and processes.

Continuous Improvement

Understand the needs of customers (internal and external) and continuously seek to improve customer service

Understand all relevant performance indicators and use performance information to continually improve services

Promote HR self help tools and desk top solutions.

Provide input into the shaping of policies and procedures across the business and work with managers and the wider HR Team to ensure understanding and compliance.

Contribute to process improvement initiatives and support the writing of the associated documentation, including work instructions and ‘How to Guides’.

Contribute towards the HR Customer Service Delivery strategy, with a view to identifying means of improving performance. Assist in reviewing business processes as necessary.

Collate and analyse data to identify and solve problems

What will you need to be successful?

Education:

Degree level or equivalent

Fluent English + any other language that is required for given position

Licenses/ Certifications:
CIPD or HR equivalent qualification preferred

Experience:

3 to 5 years of HR advisory and administration experience within a regional HR Shared Services organisation

HR Graduate / working towards a HR diploma or degree desirable or equivalent qualification or relevant HR experience

Experience of working in HR team, ideally within a customer orientated commercial environment

Good understanding of employment legislation, its application and best practice

A broad understanding of the HR employee lifecycle

Deep knowledge of S+N HR processes and procedures and their application

Experience of providing detailed and timely HR/Pay advice.

Experience of coaching managers and employees on employee lifecycle processes and resolving issues

A deep understanding of the role HR Customer Service Delivery plays and its interactions with other HR functions across the employee life cycle

Able to fully utilize standard Microsoft Office products and the application of Workday, HR systems and case management

Competences:
Relationship Management

Engages stakeholders effectively, resolving issues and understanding drivers/needs over the phone.

Ability to build and establish effective relationships in order to elicit information from key individuals

Ask searching and clarifying questions effectively to help employees raise awareness of situation and ensure taking personal responsibility for actions.

Problem Solving

Exercises judgment based on analysis of multiple sources of information.

Quickly identifies problems and finds workable solutions

Able to make sound decisions based on a broad view of the situation within an HR environment.

Ability to display initiative to resolve problems.

Analyses situations & applies critical thinking to resolve situations & advises on courses of action.

Ability to analyse and interpret complex written information.

Able to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to complex problems

Reputation for Delivery

Ability to plan, taking a pragmatic approach to meet required deadlines.

Ability to organise and prioritise workload to meet service standards/deadlines.

Self-motivated, well-organised, adaptable, and resilient.

High attention to detail & is personally credible

Responds to challenging priorities with a sense of urgency and pace.

Ability to work well under pressure

Works creatively, making decisions and thinking outside the box

Demonstrate commitment to the S+N values and behaviours and embedding them in the company culture.

Customer Focused

Thinks customer first and anticipates current and future needs.

Acts with customers in mind and is dedicated to meeting the expectations and needs of internal customers.

Good written and verbal communication with exposure to working with stakeholders at a senior level.

A careful listener, a creative problem solver and deals with confidential or sensitive issues discreetly

Ability to listen, understand and interpret information, with the ability to type and navigate systems whilst providing effective service over the phone, demonstrating effective listening and speed/accuracy of typing.

Confident, articulate and comfortable providing support with the ability to establish rapport by modifying language and tone to fit listener

Always approaches things from the customer’s perspective seeing potential problems & finding solutions

Develops great customer relationships, is honest and fair always accessible and approachable

Always tries to meet or exceed the customers’ expectations, stand by decisions and actions, commit to things that are delivered.

Able to articulate and evaluate the value created by processes delivered within their organization

Explains facts and expresses views and opinions with clarity and conviction.

HR Metrics & Analytics

Familiarity of key HR measures and the associated drivers of the measures and work to understand the analytical interpretation of data and how it impacts HR processes and procedures.

Ability to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to problems.

Analyses large volumes of data, interpret themes and provides summary information for management use.

Has knowledge of HR and business KPIs.

OPEX & Continuous Improvement –

Able to take a holistic view of the customer journey

Ability to contribute to the development of performance indicators and use them proactively to improve performance.

An understanding and experience of implementing service quality and process improvement methodologies.

An understanding of customer satisfaction monitor and tracking methodology.

Always look for ways to improve the service or experience given to customers

Ability to constructively challenge the norm and encourages the generation of innovative ideas

Commitment to Excel

Self-motivated, well-organised, adaptable, and self-reliant.

Responds to challenging priorities with a sense of urgency and pace.

Ability to work well under pressure

Bounces back from disappointments with renewed determination.

Ability to display initiative to resolve problems.

Demonstrate commitment to the S+N values and behaviors and embedding them in the company culture

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ 

Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.Work/Life Balance: Extra days off, birthday off, voluntary hours.Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. Flexibility: Hybrid work model (for more professional roles), flexible schedules.Training: Training program, unlimited learning.Extra perks: employees association, and more…

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