Vista previa de la oferta
Junior Manager, HR Operations
junior · Other
Descripción del puesto:
About Us :
With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 27,000 talented people come together at Diageo to create the magic behind our much-loved brands.
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 individual passions, commitments and specialist skills. 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.
About Global HR Operations and First Point
Global HR Operations provides reliable, consistent and high-quality HR services to employees, line managers and HR colleagues across supported markets. First Point is the primary HR service organisation within this model, combining specialist HR knowledge, strong process discipline and enabling technology to deliver an excellent customer experience.
The team supports a broad range of employee lifecycle services, including Joiners, Movers and Leavers (JML), employee and position data management, HR documentation, benefits administration, policy guidance and resolution of HR and HR systems queries. Work is delivered through platforms including Workday, ServiceNow and Doc Genie, with a strong focus on accuracy, compliance, service performance and continuous improvement.
Purpose of the Role
The Junior Manager, HR Operations is a senior operational contributor who supports the Team Leader in delivering consistent day-to-day service performance. The role combines hands-on ownership of complex HR transactions and queries with workload oversight, subject-matter expertise, stakeholder engagement, advisor capability building and continuous improvement.
The role acts as an escalation point for complex employee lifecycle, documentation, data and systems matters; helps ensure the team is appropriately prioritised and resourced; and provides practical insights that enable the Team Leader to manage performance, risk and customer experience effectively.
Key Accountabilities
1. Service Delivery and Operational Performance
Deliver HR services in line with agreed service levels, quality standards and customer experience measures, including speed to resolution, right-first-time accuracy and customer satisfaction.
Monitor team workload, case distribution and progress against agreed priorities; identify risks, backlogs or under-performance and recommend timely mitigation actions to the Team Leader.
Maintain clear and complete ServiceNow case notes, supporting documentation and audit trails.
Support workforce planning by maintaining visibility of planned and unplanned absence and helping ensure appropriate coverage for business-as-usual, cyclical activity and projects.
2. Employee Lifecycle, Documentation and Data
Execute and oversee complex Joiner, Mover and Leaver transactions in Workday, ensuring employee and position data is complete, accurate and processed right first time.
Create, review, approve and issue accurate employee documentation, including contracts, letters and other lifecycle communications, in line with market requirements and governance standards.
Coordinate required payroll instructions and downstream actions, ensuring critical dates, approvals and dependencies are understood and completed.
Act as a Workday super user and provide practical support on employee data, organisation management and position management activities.
3. Complex Query and Escalation Management
Take ownership of complex process, policy, documentation, data and systems issues escalated by the Contact Centre, HR teams or advisors, leading them through investigation to resolution.
Apply sound judgement, market knowledge and policy interpretation while engaging the appropriate stakeholders when specialist or approval input is required.
Capture root causes and learning from escalations and translate them into clearer guidance, stronger controls or capability interventions.
4. Market Partnership and Subject-Matter Expertise
Act as an engagement partner and subject-matter expert for assigned market(s), building effective relationships with HR Business Partners, Talent teams, line managers and other HR Operations teams.
Maintain market-specific process knowledge, guidance and knowledge articles, ensuring information remains current, accessible and operationally usable.
Gather stakeholder feedback, manage expectations and identify opportunities to simplify processes and improve the end-to-end customer experience.
Provide market and process training to advisors and support consistent application of agreed ways of working.
5. Capability Building and Team Support
Support the induction and onboarding of new team members and help identify individual and team capability needs.
Coach advisors and coordinators to strengthen judgement, confidence, technical knowledge and ownership of customer outcomes.
Role-model collaborative, solution-focused and inclusive behaviours and contribute to service continuity across the wider First Point organisation.
6. Continuous Improvement and Change Delivery
Diagnose service issues, analyse recurring themes and lead practical improvement initiatives that reduce handoffs, improve accuracy and increase operational capacity.
Bring external good practice and structured problem-solving into the team, encouraging experimentation with improved processes, tools and behaviours.
Support the planning and execution of cyclical and project activity, such as annual reward processes, organisation restructures, market transitions and system or policy changes.
7. Risk, Compliance and Controls
Ensure HR processes are executed in line with legal, regulatory, policy and internal control requirements, including applicable CARM controls.
Protect employee and business information and maintain zero tolerance for data privacy, information security and Code of Business Conduct breaches.
Identify and escalate operational, customer or compliance risks promptly and support sustainable corrective and preventive actions.
Role Dimensions
Financial responsibility
No direct budget or financial accountability.
Market complexity
Supports multiple markets and works across differing policy, legal, payroll and operational requirements.
Stakeholder reach
Regular interaction with employees, line managers, HR Business Partners, Talent teams, Payroll, HR technology teams and global First Point colleagues.
Leadership scope
No formal direct reports are required; provides day-to-day operational leadership, coaching, escalation support and performance insights.
Systems
Workday, ServiceNow, Doc Genie and Microsoft Office applications.
Experience and Qualifications
Typically 4-6 years of experience in HR Operations, HR Shared Services, an HR Contact Centre or a comparable service delivery environment.
Strong practical experience in employee lifecycle processes, HR documentation and/or employee data management.
Experience handling complex customer queries, escalations and cross-functional dependencies.
Hands-on experience with cloud-based HR systems; Workday and ServiceNow experience is strongly preferred.
Advanced working knowledge of Microsoft Office, particularly Excel and Word.
Fluent written and spoken English; additional market language capability is advantageous where relevant.
Graduate degree or equivalent professional experience in Human Resources, Business Administration or a related discipline is preferred.
Willingness to work flexible or market-aligned shift hours where required.
Critical Skills and Enabling Behaviours
Operational leadership
Prioritises effectively, maintains visibility of delivery and supports the Team Leader with clear, fact-based insights.
Customer focus
Takes ownership, communicates proactively and manages expectations while protecting service quality and employee experience.
Judgement and problem-solving
Investigates issues thoroughly, balances risk and customer needs, and reaches practical, sustainable solutions.
Accuracy and control mindset
Demonstrates strong attention to detail and consistently applies governance, audit and data privacy requirements.
Stakeholder management
Builds trusted relationships across diverse teams and markets and can influence without formal authority.
Coaching and collaboration
Develops others through practical feedback, knowledge sharing and inclusive teamwork.
Communication
Explains complex HR processes and policies in clear, simple and professional language, including under pressure.
Continuous improvement
Identifies simplification opportunities and converts insights into measurable improvements in quality, capacity or customer experience.
Digital confidence
Uses HR technology and data effectively and supports colleagues in adopting self-service and standardised ways of working.
Success Measures
Consistent achievement of service levels and workload commitments.
High right-first-time accuracy for employee data and documentation.
Timely resolution of complex queries and reduction in repeat escalations.
Positive customer and stakeholder feedback.
Improved advisor capability, knowledge coverage and team resilience.
Demonstrable process simplification, risk reduction and capacity improvement.
Full compliance with data privacy, security, policy and control requirements.
Tipo de trabajador :
RegularFecha de inicio de publicacion de puesto :
2026-07-29