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HR Resolution Advisor (English & Dutch Speaking)

Diageo

Budapest, Hungary

Diageo is a global leader in beverage alcohol with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness.
Our financial centre based at the heart of Budapest offers amazing career opportunities across a range of areas along with an inspiring work environment and continuous training and development opportunities.
We are proud of our brands and passionate about our business. We strive to be the best at what we do and give each other the freedom to succeed. We value and respect each other for who we are. Be yourself – at Diageo.

Purpose of the role
The HR Resolution Advisor deals with escalations of queries and issues across a spectrum of HR activities received from Diageo employees, including employee documentation, other employee lifecycle processes and procedures or organisation and position management.
The role is dedicated to a specific market, allowing Advisors to be an expert in this area. The Advisors will have specialist knowledge and will manage cases end to end to resolution. Additionally, the team conducts transactions primarily for employee lifecycle activities, e.g. on-boarding activity, exits, and job changes. This team will provide a streamlined, consistent and highly effective range of services for its customers.

Duties

Delivers service to agreed performance levels and beyond
Collaborates with other teams to reduce handoffs and complexity for the customer
Data and documentation accuracy and customer satisfaction. Specifically:
maintains complex employee data on Workday, executing all joiner-mover-leaver changes to data right first time and instructing payrolls
creates accurate support documentation for all employee lifecycle events, secures approval, issues, tracks and files
resolves all queries escalated to tier 2, 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
processes incoming calls and emails into activities, redirecting to other HR teams where appropriate
Provides excellent customer experience by being a single point of contact for handling all HR 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

Requirements
•Language fluency in English, Dutch language knowledge is an advantage
•Ability to prioritise effectively, switching effectively between calls and e-mails
•Passionate about a great customer experience
•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
•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
•Strong Microsoft Office skills including Word and Excel

What we offer
•Competitive salary and benefits
•Numerous professional / soft-skill trainings
•Free gym
•Rooftop Bar
•In-house staff shop
•Young and inspirational business environment
•Opportunity to thrive in a constantly expanding, multinational organization


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