•Delivers service to agreed performance levels and beyond. Collaborates with other teams to reduce handoffs and complexity for the customer. Specific SLA targets relate to; Speed to close queries and Customer Satisfaction. Specifically:Interrogates and analyses complex employee data on Workday and other systems.Resolves all queries escalated to, including investigation and customer interactionManages activities relating to all workload on the Service Now query management system, including comprehensive notes and audit trails.•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.•Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers. Zero breaches of data privacy, security or COBC policies.•Excellent team working within the Resolution team and wider first point, collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation. This includes ensuring continuous service offering from first point for customers through providing phone (and activity creation) cover for the Contact Centre when needed.

•Co-facilitate process and data workshops to analyse the current state of HR processes / transactional activities and HR CARM controls in each of the relevant markets to create a Fit Gap V’s Global Workday processes and build Localisation requirements for system configuration.•Create FAQs, benefit matrixes and other knowledge management and knowledge transfer tools. •Create or amend work instructions / Job aids / steps maps for shared service / service delivery teams based on a single regional template•Support the preparation of training materials and deliver training for Service Delivery / Shared services and in market HR •Support & coordinate UAT, partnering the market to identifying testers, and perform testing in system •Support the change and engagement activity associated with the introduction of the new Technology and ways of working to markets.

• Maintaining cordial and harmonious industrial relations through resolving staff complaints, timely communication, processing staff claims and ensuring compliance to statutory requirements. • Supporting Staff Welfare programmes by supporting HR third party contractors to ensure quality service delivery at optimum cost as well as timely acquisition and distribution of staff uniforms.• Assisting in the implementation of people development programs through involvement in the administration of trainings, job evaluation, performance appraisals, interviews and engagement of industrial attaches and temporary staff.• Managing the HRIS programs and HR records management. I was responsible for updating all HR related information as well as collate, analyze and produce timely and accurate reports on relevant HR statistics necessary for decision-making.• Assisting in Payroll administration and management. This involved issues to do with employees’ claims, leave, overtime, allowances, and final dues/benefits.• Assisting the HR Business Partner in providing the necessary professional Human Resource services and implementing the HR strategies and business plans.• HR data and records management. This would include filing as well as recording proceedings during safety, and internal training meetings.• Provision of logistical support in HR related roles and responsibilities, for example, interviews, job evaluations, in house trainings, welfare facilities etc• Collate, analyze and produce timely and accurate reports on relevant HR statistics necessary for decision-making.• Capture, maintain and update data on all HR related information and in the available HR MIS to ensure easy access / availability of employees’ data/records.