This role involves who specialize in providing prompt and accurate responses to various HR-related enquiries from colleagues, managers, and other stakeholders. This role plays a vital role in ensuring excellent customer service, maintaining accurate records, and implementing process improvements to enhance the overall HR query management system spanning upto but not limiting to 1st level HR delivery support, along with helpdesk management.
HR Ops advisor will closely work with all Ask HR Team leader as well as other stakeholders in other HR departments as well to support the overall business unit ambitions.
What I'll be doing - your accountabilities
Ask HR Help Desk tool - You'll be working on HR Help desk tool on daily basis to support colleagues on their queries related to HR policies and processes ensuring adherence to company policies, procedures.
Reports & Dashboards - To create Ask HR query monthly dashoboards as well as details MIS and related PPTs.
One HR content validation - Ensure materials like employee handbooks, eBooks as well as policy related information and links are up-to-date.
Maintaini CSAT and SLA - Continuously evaluates the effectiveness of Ask HR tool and overall process and seeks opportunities for improvement. They gather feedback from colleagues to maintain CSAT above 90%.
Process Improvement: Regularly review and evaluate the HR query management system, identifying opportunities for process improvement and automation to streamline operations and enhance customer satisfaction
Analyze data and generate reports on query trends, response times, and customer satisfaction levels to measure performance and identify areas for improvement
Compliance and Confidentiality: Maintain strict confidentiality and data privacy standards to safeguard employee data and sensitive HR information.
The skills you need
HR Knowledge: A strong understanding of human resources policies, procedures, and practices is essential. This includes knowledge of employment laws, HR best practices, and industry trends. Familiarity with various HR functions such as recruitment, employee relations, benefits, and payroll is beneficial.
Communication Skills: Excellent communication skills, both verbal and written, are vital for effectively interacting with employees, managers, and external stakeholders. The ability to convey complex information clearly, empathize with individuals, and provide accurate and concise responses is crucial.
Attention to Detail: HR queries often involve reviewing and interpreting information, policies, and procedures. Having strong attention to detail ensures accurate and thorough responses, minimizes errors, and maintains data integrity.
Technical Skills: Proficiency in using HR information systems, HR Helpdesk tool like oracle, Snow etc and other relevant software applications is important. This includes the ability to navigate systems, retrieve information, and generate reports
Collaborating and influening: has a track record to engage and influence people
Experience you would be expected to have
Masters or graduate in HR preferred
Preferably 1 - 3 years of handling colleagues queries in a big organziation
Previous HR Services experience of managing queries in fast paced shared services environment - Essential
Should have been a part of the delivery of large scale people projects at a country level which have global dependencies and impact the business outcomes significantly
Should have worked on HR queries tool like oracle or hrhd
Should have experience of working with vendors, and mid stakeholders in the organization
Strong HR knowledge and some understanding of shared services/third party organisation whether through another organisation, CFU or business area or specific to these teams.
Confident in challenging the status quo
Experience & passion for agile ways of working
Why this job mattersThe HR Ops. Advisor 3 assists in the delivery of people processes and practices such as payroll programmes, HRIS management and data analysis related to employment, employee relations, employment practices and procedures, and recruiting.What you'll be doing1. Assists with the implementation of related people strategies and standard operating procedures to support the achievement of the overall organisational strategic and operational objectives. 2. Assists with the delivery of processes and procedures for the organisation and ensures timely and accurate reporting of information, meeting all legal and regulatory requirements as well as performance objectives such as performance reviews and goal setting. 3. Assists in the delivery of specified function personnel record keeping related to matters such as new hires, employee reviews, promotions, transfers and separations and ensures that personnel records meet all standards of accreditation. 4. Works alongside HR professionals to support the implementation of transformation and change projects to improve the effectiveness of the business function.The skills you'll needRegulatory ComplianceData AnalysisCommunicationKPI/Metric MonitoringIssue ResolutionChange ManagementPerformance ManagementBusiness Process ImprovementStakeholder ManagementPolicy DesignProject/Programme ManagementDecision MakingHR OperationsGrowth MindsetInclusive LeadershipOur leadership standardsLooking in: Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes I take the right decisions that benefit the broader organisation.Looking out: Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making.Looking to the future: Growth mindset I experiment and identify opportunities for growth for both myself and the organisation. Building for the future I build diverse future-ready teams where all individuals can be at their best.About usBT Group was the world's first telco and our heritage in the sector is unrivalled. As home to several of the UK's most recognised and cherished brands - BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.Over the next two years, we will complete the UK's largest and most successful digital infrastructure project - connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.A FEW POINTS TO NOTE:Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.DON'T MEET EVERY SINGLE REQUIREMENT?Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the , please apply anyway - you may just be the right candidate for this or other roles in our wider team.