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ER Specialist - Santiago de Querétaro, México - Kerry
Descripción
& Responsibilities· Providing advice and support to our Employees and People Managers on all Employee Relations cases that come into the GBSC including sensitive & complex cases
· Managing the formal case cycle and coordinating the case management process using the required technology and methods of communication, looking for opportunities to resolve the matter informally, where appropriate.
· Co-ordinating and delivering training and development to People Managers to coach and upskill them, enabling them to appropriately manage and develop their people and build high performing teams that deliver
· Ensuring a positive experience for all Employees and People Managers, even when processes and situations are challenging ones, by maintaining respect for individuals and delivering excellent customer service at all times
· Ensuring all Tier 0 (self-service) information and guidance is up to date, relevant and accessible to all Employees and People Managers, by recommending legislative and statutory updates to existing Knowledge base articles and reviewing Virtual Agent chats to look for ways to improve our self-service offering
· Providing evidence-based advice and guidance to People Managers on emerging trends and patterns in their respective business area and among their team members and supporting them to address people challenges on the horizon. This may include such areas as sickness and absence trends, rising cases of disciplinary or grievance, industry wide or external developments or factors etc.
· Ensuring high quality collaboration with all other Specialist / Service Centre teams to ensure alignment and consistency of services delivered
· Acting as point of escalation and coach to the Tier 1 Employee Relations Administrators where guidance or the benefit of deeper experience is required
· Owning your own workload through the analysis of current case load, identifying trends and undertaking improvement action
· Providing insightful, intelligent reporting to customers to support and maximize business performance · Working with leaders across the GBSC and business HR to deliver and improve SLAs and performance, thereby demonstrating added value to the business
· Fostering a culture of service excellence with your colleagues, role-modelling this and coaching other team members to deliver true best in class services.
Qualifications and skills
· Service Delivery: In depth knowledge of ServiceNow. Able to manage cases, oversee multiple workloads and resolve complex multi-step processes. Advanced reporting and analytical skills to work proactively to address rising trends and areas of interest, query and concern.
· Technology Enablement: Advanced MS office (PowerPoint, Word, Outlook, Excel, Visio, Sharepoint, PowerBI, Kronos / Time and Attendance systems
· Legal and Regulatory: Knowledge of relevant employment law, and local regulations, GDPR and data privacy laws, working time practices and limits, Employee laws, investigation process best practices, statutory / Health and Safety / Ethical best practices and audit requirements.
· Development of self and others: Comfortable ensuring all stakeholders are fully trained on correct/relevant user processes to ensure a 'right first time' way of working, Confident giving both targeted feedback to individuals and small groups and widespread feedback to larger communities where education and strategic improvements are required to ensure processes continue to be effective and efficient, Proactively use problem solving skills to help drive the GBS development agenda and roll out large scale education and training programs.
· Language and communication: High level of English language proficiency as this is Kerry's most widely spoken language, confidently able to successfully deliver services and have high quality interactions with Business Partners and Customer groups
· Qualifications/Experience · 5 Years' Experience, Bachelor's Degree, Knowledge of US employment law
· Key Stakeholders · Employees, Managers, HR Centre's of Excellence, HR Business Partners, Operations, Finance, 3rd party vendors & Regulatory bodies
