HR Employee Support Specialist

As an analyst in the Solutions Team, you will spend each day handling a variety of different cases that come in from employees, managers aswell as other HR teams. Using policy, internal process and your own judgement, you will support those queries through to resolution. Operating across all Lines of Business in the UK, the team offers HR Generalist support, with a fundamental understanding of Technical and Advisory HR functions due to the diversity and value of the work. Reconciling global and regional processes across a variety of HR products, with the opportunity to become an SME in a product or initiative. The Solutions Team provides extended Human Resource’s support to employees and managers in a globally consistent way. Additionally, handling difficult conversations whilst utilizing HR specialist teams as required.

Job Responsibilities:

A client facing advisory role, with tasks which include (but not limited to):

• Mailbox management – Managing the intake of all new cases through email and our HR system, ensuring the right cases are escalated to the right team as needed.
• HR Answers Escalation - Advise managers and employees on general queries relating to HR policies and procedures. Act as an escalation point for the HR Answers Team where support is needed outside the specific HR policies/specialist HR teams. Pick up queries that require investigation and resolution, not just policy guidance.
• Performance Management – In partnership with Employee Relations, support managers with performance coaching process and probation period extensions and terminations.
• Redundancies – Partner with HR Business Advisors and the Business to support the end to end redundancy process including finalizing of all paperwork and supporting both managers and employees from initial communication through to termination of employment.
• Leave of Absence Support – Support both managers and employees during leaves of absence such as sickness (including occupational health and reasonable adjustment, maternity/paternity and unpaid leave).
• Death In Service – working closely with the UK Benefits Team with supporting family members with the death in service process.
• Core Projects – Work on core projects to support key HR initiatives such as automating processes, diversity equity and inclusion, digitizing the client experience or SME related process improvement

Required qualifications, capabilities, and skills:

• HR background (experience in dealing with HR cases over the phone/via email/system preferred)
• Excellent written and oral communication skills.
• Proficient in MS Office particularly with Excel.
• Able to influence stakeholders and feel comfortable with ambiguity.
• Excellent organization and attention to detail with the ability to handle multiple demands and shifting priorities.
• Client-service focused team player who operates with a sense of urgency and professionalism. Knows when to escalate matters for appropriate resolution.
• Critical thinking and analytical skills; identify issues and trends, develop solutions and/or recommendations to address root cause and mitigate risk to the firm.