Job Description :

Job Title: Turkey IMC Lead Advisor

Location: Budapest or Istanbul

Contract Term: Permanent

About us

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. Our purpose – Celebrating life, every day, everywhere – has an important role in our company, for our people, our diversity, our brands, in how we perform and how we create shared value.

Function

The First Point Team in Turkey began providing HR support and services to Turkey in April 2022, including the introduction of a new contact centre and telephone service for Line Managers, employees, candidates and HR.

The Team support employee lifecycle events, including employee document generation, and Workday HR system navigation. The focus on high-quality customer service is enabled by technology including case management technology MyHub(Service Now), Workday, Doc Genie as well as keen personal judgement, expertise and capability.

About the role

This role will be responsible to support the Customer Experience job which includes – handling all Employee and Line Manager queries, working through SNOW, triaging of all tickets which are flowing through Workday for other First Point Team members. Also to perform various tasks which is scoped as Customer Experience activities including all Back office work outside Global process which is Onboarding/Offboarding/Org Management at the time of this role creation.

Top Accountabilities

• Workload: works with “ticket & workfeed action distributor” to monitor team’s workload, monitors their performance against workload allocated to them and shares any relevant insights on team performance with their Team Leader. Generates report(s) daily to show query volumes across their teams. In the event of underperformance, proposes mitigation action(s) to Team Leader. Responsible for the teams reporting needs.
• Workforce management: has full visibility of their team whereabouts (including planned and unplanned absence) and ensures it’s adequately resourced to support business-as-usual activities, cyclical HR activities and projects. Works closely with other Lead Advisors to enable a ‘one First Point’ approach.
• Complex process & system resolution: manages the investigation of any complex process & system issues until they’re resolved, leads their through the full investigation cycle and shares any relevant learning insights with them
• Continuous improvement: drives continuous improvement initiatives for their team by diagnosing, investigating and finding solutions; delivers change by sharing external good practice; coaches Advisors to experiment with new behaviours and ways of working.
• Induction & training: manages the induction of new hires into their team, analyses Advisors’ training needs and creates/facilitates capability-building interventions.
• Project delivery: Participates and contributes to key projects to review and implement changes across the team’s supported region(s).
• Generates weekly, monthly and ad-hoc reports regarding team, Resourcing and Resolution related topics

About You

Experience required/Skills/capabilities/Languages

• Previous experience in HR desirable and/or customer service environment
• Previous experience using Microsoft Office applications to an advanced level, including Excel and Word
• Previous experience using cloud-based HR, EIC or Workday applications and systems are desirable
• Fluency in verbal and written English and Turkish
• Excellent customer service skills

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

Worker Type :

Regular

Primary Location:

MeyDiageo Istanbul Head Office

Additional Locations :

Budapest

Job Posting Start Date :

2024-05-29

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