Documents and Data Specialist vacancy

Documents and Data Specialist vacancy
External Job Title Documents and Data Specialist (English, French) – First Point Africa
Auto ReqId 42786BR
Function Human Resources
Type of Job Permanent
Country Kenya
External Job Description
*****Application deadline 20th August, 2014*****

This role reports to the Documents and Data Team Leader
Context/Scope:
First point Africa provides HR support services to; Nigeria, East Africa Breweries Ltd (and its various business units), Africa Regional Markets (and its various business units), Diageo SA and Brandhouse
First point is a dynamic, exciting and forward thinking place to work with a commitment to excellent customer service and the continuous improvement of the delivery of HR services to the business. It provides a wide range of HR services to employees, Line Managers and HR colleagues across the markets it supports.
Market Complexity:
Interact with HRBPs, other market HR teams, employees, Line Managers, other First point Teams and can connect across Africa and globally
Purpose of the role:
The Documents and Data Team for First Point Africa specialize in supporting all ‘cradle to grave’ employee lifecycle events, including the creation of all employee documents and data and maintenance of critical employee and position data on our Workday HR system. They are also responsible for resolving cases and queries that are referred on, or escalated by the Contact Centre related to documentation of data. The Documents and data specialists have a ruthless focus on accuracy and quality of approach and resolution while delivering consistent high performance against defined metrics and SLA’s. The focus on high-quality customer service is enabled by technology including case management technology (Service Now), Workday, Doc Genie and Knowledge Point as well as keen personal judgment, expertise and capability
Top 3 to 5 Accountabilities:

• 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, Data and Documentation Accuracy and Customer Satisfaction.
  
• Provides excellent customer experience by being a point of contact for documents and data requests and enquiries for employees and line managers.
  
• Drives Continuous Process improvement through diagnosing, investigating and developing solutions.
  
• Excellent team working within the 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.
  
• 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.
  

Skills and Experience:

• Tertiary qualification in a relevant field or equivalent experience
  
• Proven track record of HR capability and experience in a large multinational organization
  
• HR systems or related technology or an aptitude to quickly pick up systems and applications
  
• Strong Microsoft Office skills including Word and Excel
  
• Experience in HR is highly desirable (previous HR Systems experience is highly valued).
  
• Experience of working in a Shared Services environment is also advantageous.
  
• Prior experience of working with legal documents or maintaining complex data changes desirable.
  
• 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
  

To apply log on to

http://www.diageo-careers.com/en-row/searchandapply/Pages/SearchOpenings.aspx