Colleague Services HR Support

The HR Ops. Advisor 3 assists in the delivery of people processes and practices such as  payroll programmes, HRIS management and data analysis related to employment, employee relations, employment practices and procedures, and recruiting.

•    Handle ad-hoc HR related customer queries and requests.

•    Take personal ownership for resolving customer requests even if these sit outside HR Services remit by working beyond organizational and functional boundaries.

•    To set prior expectations and take utmost accountability and ownership towards their respective defined KRAs and beyond excellence.

•    To provide clear and compliant HR advice to line managers and employees on BT policies, processes, changes and tools.

•    To continuously deliver a brilliant customer experience in terms of care, knowledge and first contact resolution.

•    Aware of security policies and security roles and responsibilities as per BT security policy.

•    Awareness related to what are Security incidents and how to report security incidents.

•    Proactively own customer queries through resolution ensuring key performance indicators and SLA is achieved.

•    Demonstrate a knowledge of HR policies and the HR practices.

•    Demonstrate ways of working in line with the HR Services vision and values .

•    Take an active role in buddying new starters to deliver a confident and credible HR service.

•    Identify continuous improvement opportunities to drive HR efficiencies

•    Play a key role in change management by understanding the need for change and doing what is necessary to make the change a success.

•    Investigate, report and address root cause of service failure.Implementation of interventions to recover and restore service

•    To inhibit excellent inter-personal skills and work as a key team player becoming role models and taking proactive initiatives.

•    A high level of confidentiality. Excellent interpersonal and customer-facing skills. Strong communication skills, both written and verbal. The flexibility and willingness to learn.    
•    Analytical skills.

•    Contact centre handling expertise.

•    Customer service handling skills

•    Excellent communication and inter-personal skills.

•    Promote shared services model.

•    Team – player

•    Proactive and adaptive to business changes

•    Stakeholder management skills.

Leadership accountabilities    Experience you would be expected to have

•    Interprets policies

•    Executes decisions

•    Support changes    
•    Fresher must have an MBA in HR degree or equivalent degree or certificate.

•    Must have experience in HR Operations of 12 months and above in case not an MBA in HR .

•    Flexible with shift.

•    Strong communication skills.

•    Experience of working within a fast moving environment/ability to multi-task and adapt to changes

•    Knowledge of Data Protection Act, ICO guidelines and GDPR

•    Introduction of Process Initiatives

•    Should posses knowledge around HR policies

Looking in:

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.