HR Services Advisor

**Life Unlimited.** At Smith and Nephew we design and manufacture technology that takes the limits off living.   Are you looking for a new opportunity where you can put on practice all your knowledge? Deliver high quality and consistent HR advice, support a resolution to all employees, line managers, executives and outside parties across the end-to-end employee lifecycle, through the application of HR and Pay policies and procedures with the purpose of making S+N a great place to work and delivering a great experience to our customers, in a way that improves their effectiveness day to day. Manage the end-to-end HR transactional activities associated with the Executive management, Managers, HR & GBS populations across the employee lifecycle. Undertake the due diligence and administrative activities associated with mergers & acquisitions for new business and the closure of sites. Support the HR community with the calculation and processing of redundancy payments and mutual agreements. Provide advice as appropriate to S+N employees on Data Privacy and Freedom of Information provision including processes and procedures, and Subject Access Requests. **What will you be doing?** **Customer Service Delivery** * Provide high quality, consistent HR advice, support and resolution to all levels of management, employees and outside parties, in order to maximise customer efficiency, effectiveness and confidence. * Administer executive management, HR and GBS transactional activities associated with the employee lifecycle, across the organisation within agreed procedures, standards and timescales. * Working with the HRBP and HRC community, administer, calculate, and process redundancy payments, and mutual agreements, within agreed procedures, standards, and timescales, complying with all statutory requirements. * Processing internal Data Privacy Subject Access Requests in line with SLA’s * Deliver a quality and professional service to all customers ensuring compliance with employment legislation, S+N policies and good employment practice. * Provide timely, accurate advice, support and guidance on end-to-end employee lifecycle processes, including new vacancies, joiners, movers, leavers, pay changes, special leave types and compensation and benefit administration for all employees and managers. * Provide timely, accurate advice on policy and processes, and terms and conditions of employment * Resolve day to day customer service enquiries, issues, and complaints, escalating as appropriate, and deal with any service recovery. * Ensure that all employee data is entered into Workday and associated HR systems in a timely, accurate and consistent manner, whilst ensuring accurate and comprehensive employee information. * Ensure the service management tool accurately reflects the nature of the query to ensure a high level of customer service satisfaction. * Escalation of calls to specialists within the relevant teams. * Action case management requests in a timely and consistent manner to agreed standards and targets. * Identify and escalate issues and incidents * Create and maintain documents, records and data to agreed procedures and standards. * To assist Data Privacy with organisational processes necessary for handling Data Subject Access Requests and other requests for personal data from external authorities. * Ensure a high level of confidentiality is maintained in all aspects of work. **Coaching Of Managers and Employees** * Coach managers and employees on employee lifecycle processes * Coach and mentor colleagues and undertake training, where appropriate * Support with the delivery of training to new starters within the team * Provide SME advice and guidance relating to specific country legislation or process **Due Diligence/M&A Project Activity** * Undertake the due diligence, data collection/validation and administrative activities associated with the mergers and acquisitions for new business and the closure of sites. * Working with HRIS, ensure that the new organisation structure is built and signed off within Workday. * Ensure that the employee transfer data is loaded/removed from Workday within agreed timescales * Liaise with the 3rd party employer and the HRBP/HRC Project Manager to ensure the smooth transition of employees. **Process Management** * Ensure all S+N policies, standards and agreed HR Customer Service Delivery processes are adhered to by all staff, rectifying any non-conformities as appropriate * Contribute to the development of SLAs * Deal effectively with non-compliance customer complaints on HR Customer Services Delivery related issues, liaising with the HR Customer Service Delivery Team Leader/Manager and/or Service Performance & Development as appropriate and deal with any service recovery. * Assist the team to develop and maintain appropriate systems and processes. **Continuous Improvement** * Understand the needs of customers (internal and external) and continuously seek to improve customer service * Understand all relevant performance indicators and use performance information to continually improve services * Promote HR self help tools and desk top solutions. * Provide input into the shaping of policies and procedures across the business and work with managers and the wider HR Team to ensure understanding and compliance. * Contribute to process improvement initiatives and support the writing of the associated documentation, including work instructions and ‘How to Guides’. * Contribute towards the HR Customer Service Delivery strategy, with a view to identifying means of improving performance. Assist in reviewing business processes as necessary. * Collate and analyse data to identify and solve problems **What will you need to be successful?** **Education:** * Bachelor's degree and a minimum of 3 years of relevant experience required; or, in lieu of a degree, a minimum of 7 years of relevant experience is required. * Fluent English + any other language that is required for given position **Licenses/ Certifications:** CIPD or HR equivalent qualification preferred **Experience:** * 3 to 5 years of HR advisory and administration experience within a regional HR Shared Services organisation * HR Graduate / working towards a HR diploma or degree desirable or equivalent qualification or relevant HR experience * Experience of working in HR team, ideally within a customer orientated commercial environment * Good understanding of employment legislation, its application and best practice * A broad understanding of the HR employee lifecycle * Deep knowledge of S+N HR processes and procedures and their application * Experience of providing detailed and timely HR/Pay advice. * Experience of coaching managers and employees on employee lifecycle processes and resolving issues * A deep understanding of the role HR Customer Service Delivery plays and its interactions with other HR functions across the employee life cycle * Able to fully utilize standard Microsoft Office products and the application of Workday, HR systems and case management **Competences:** **Relationship Management** * Engages stakeholders effectively, resolving issues and understanding drivers/needs over the phone. * Ability to build and establish effective relationships in order to elicit information from key individuals * Ask searching and clarifying questions effectively to help employees raise awareness of situation and ensure taking personal responsibility for actions. **Problem Solving** * Exercises judgment based on analysis of multiple sources of information. * Quickly identifies problems and finds workable solutions * Able to make sound decisions based on a broad view of the situation within an HR environment. * Ability to display initiative to resolve problems. * Analyses situations & applies critical thinking to resolve situations & advises on courses of action. * Ability to analyse and interpret complex written information. * Able to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to complex problems **Reputation for Delivery** * Ability to plan, taking a pragmatic approach to meet required deadlines. * Ability to organise and prioritise workload to meet service standards/deadlines. * Self-motivated, well-organised, adaptable, and resilient. * High attention to detail & is personally credible * Responds to challenging priorities with a sense of urgency and pace. * Ability to work well under pressure * Works creatively, making decisions and thinking outside the box * Demonstrate commitment to the S+N values and behaviours and embedding them in the company culture. **Customer Focused** * Thinks customer first and anticipates current and future needs. * Acts with customers in mind and is dedicated to meeting the expectations and needs of internal customers. * Good written and verbal communication with exposure to working with stakeholders at a senior level. * A careful listener, a creative problem solver and deals with confidential or sensitive issues discreetly * Ability to listen, understand and interpret information, with the ability to type and navigate systems whilst providing effective service over the phone, demonstrating effective listening and speed/accuracy of typing. * Confident, articulate and comfortable providing support with the ability to establish rapport by modifying language and tone to fit listener * Always approaches things from the customer’s perspective seeing potential problems & finding solutions * Develops great customer relationships, is honest and fair always accessible and approachable * Always tries to meet or exceed the customers’ expectations, stand by decisions and actions, commit to things that are delivered. * Able to articulate and evaluate the value created by processes delivered within their organization * Explains facts and expresses views and opinions with clarity and conviction. **HR Metrics & Analytics** * Familiarity of key HR measures and the associated drivers of the measures and work to understand the analytical interpretation of data and how it impacts HR processes and procedures. * Ability to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to problems. * Analyses large volumes of data, interpret themes and provides summary information for management use. * Has knowledge of HR and business KPIs. **OPEX & Continuous Improvement –** * Able to take a holistic view of the customer journey * Ability to contribute to the development of performance indicators and use them proactively to improve performance. * An understanding and experience of implementing service quality and process improvement methodologies. * An understanding of customer satisfaction monitor and tracking methodology. * Always look for ways to improve the service or experience given to customers * Ability to constructively challenge the norm and encourages the generation of innovative ideas **Commitment to Excel** * Self-motivated, well-organised, adaptable, and self-reliant. * Responds to challenging priorities with a sense of urgency and pace. * Ability to work well under pressure * Bounces back from disappointments with renewed determination. * Ability to display initiative to resolve problems. * Demonstrate commitment to the S+N values and behaviors and embedding them in the company culture **You. Unlimited** We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.  **Inclusion + Belonging** - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website [https://www.smith-nephew.com/](https://www.smith-nephew.com/)  * **Your future:**  stock purchase program, referral bonus, subsidy in transport and food, recognition program. * **Work/Life Balance:** Extra days off, birthday off, voluntary hours. * **Your Wellbeing:** company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave.  * **Flexibility**: Hybrid work model (for more professional roles), flexible schedules. * **Training:** Training program, unlimited learning. * **Extra perks:** employees association, and more… #LI-HYBRID Stay connected by joining our [Talent Community](https://smithnephew.wd5.myworkdayjobs.com/External/page/4ba17039009510002b17ea5e89c40000). We're more than just a company - we're a community! Follow us on [LinkedIn](https://www.linkedin.com/company/smith-&-nephew/) to see how we support and empower our employees and patients every day.   Check us out on [Glassdoor](https://www.glassdoor.com/Overview/Working-at-Smith-and-Nephew-EI_IE10233.11,27.htm) for a glimpse behind the scenes and a sneak peek into **You. Unlimited.**, life, culture, and benefits at S+N. Explore our [website](https://www.smith-nephew.com/en/) and learn more about our mission, our team, and the opportunities we offer.