Resolutions Specialist (English, Swahili & Portuguese) at EABL/Diageo SA/Brandhouse

On Friday, November 8th, 2013
Resolutions Specialist- East Africa (English, Swahili & Portuguese)
Human Resources

** Application deadline- 24th November 2013**

Reports To: Resolution Team Leader


First point Africa launches in April 2013 and will provide 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 will be 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 will provide a wide range of HR services to employees, Line Managers and HR colleagues across the markets it supports.

The Resolution team for first point Africa is split into 2 market facing pods servicing countries based on the West to East Time zones. This allows the roles to become deeper knowledge experts in these countries. These market pods specialize in and are responsible for resolving cases and queries that are referred on, or escalated by the Contact Centre. The Resolution specialists have a ruthless focuses on accuracy, follow through 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 and other tools as well as keen personal judgment, expertise and capability.

Purpose of Role

The Resolution Advisor deals with escalations of queries and issues across a spectrum of HR activities received from Diageo employees, Line Managers and HR, including complex queries on employee lifecycle processes.

Top Accountabilities

•Delivers service to agreed performance levels and beyond.
•Provides excellent customer experience by being a single point of contact for handling all HR requests and enquiries for employees and line managers. Owns the issue, manages expectations and closes the loop.
•Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of self-service, about Compliance requirements and also how to best leverage HR support
•Drives Continuous Process improvement through diagnosing, investigating and developing solutions
•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.
•Excellent team working within the Resolution team and wider first point, collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation.

Qualifications and Experience Required:

•Experience in HR is highly desirable (previous Workday (or equivalent), Case Management or Cloud Technology experience all highly valued). Experience of working in a Shared Services environment also advantageous.
•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
•Aptitude to quickly pick up systems and applications is a must (previous HR systems experience is highly valued).
•Able to build great working relationships across the other first point teams, market HR teams and resolver groups.
•HR technology or an aptitude to quickly pick up systems and applications.
•Strong Microsoft Office skills including Word and Excel.
•Languages preferred: Fluent, accurate written and verbal English essential pre-requisite for all roles. Certain roles will also require fluent, accurate written French or Portuguese.

NB. Please note that all applicants will be required to undergo a numerical and verbal shl test. This will be sent to all applicants via email after the application deadline indicated above.


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