Team Leader: Resourcing Administration at Diageo

Job Summary

Responsible for supervising and managing a team of junior/senior consultants/administrators. Responsible for the end-to-end management of resource capacity and productivity of volumes/workload across functionally aligned teams, business processes, the respective People and Culture aligned CoE’s and digital platforms. Provisioning of People Services advisory/consultancy/processing/administration and influencing the execution and delivery of
colleague/client related processes on behalf of the People Function

Job Description

Key accountabilities

Accountability: Supervising and directing

1. Perform people management functions according to the talent management standards for the Group for own area. (CS, OEE, RA, Payroll)
2. Provides own team (junior-, senior consultants) with clear direction, by setting and communicating clearly defined targets.
3. Ensure effective service delivery and service level management aligned to the Digital and CoE requirements/business demand.
4. Provisioning of People Experience Services advisory/consultancy/processing/administration and influencing the execution and delivery of colleague/client related processes on behalf of the People Function.
5. Drive a high performing team through robust performance, capacity and productivity management including informal coaching.
6. Determine development needs for the team both from a business and personal development perspective.
7. Drive knowledge sharing, lessons learnt and address any gaps between respective functional teams.
8. Participate in the execution of developmental actions for the team off the back of employee engagement surveys (e.g. colleague surveys)
9. Track the delivery of the team’s achievements against the team’s annual objectives/scorecards
10. Proactively identify and forecast any business demand and plan accordingly
11. Create effective workforce/capacity and recruitment demand plans to ensure that current and future business requirements can be met.
12. Manage the service delivery and equal distribution of workload and capacity within the functional teams
13. Distribute issues to the correct level of operation (tiers) for resolution by identifying issues at hand and delegating to relevant team.
14. Support own teams with the execution and delivery of strategic aligned initiatives and projects across CoE’s, P&C, the business and People Experience
15. Ability to align system functionality, business processes and the integration of various scenarios to achieve an outcome.
16. Proactive identification and management of risks, issues, system defects, root cause analysis, problem solving and initiating changes aligned to continuous improvements across People Experience.
17. Utilize available tools to manage core business requirements and deliverables

Accountability: Advisory and Operational Management

• Ensure that all omni channel and case management requests/volumes/activities/ are effectively managed on a daily basis.
• Supports the functional manager with the execution of the operational delivery plans to successfully deliver against the strategic intend of own area aligned to PXS
• Attend forums, projects and meetings of all functional operational areas across PX in order to keep up to date with activities and business needs
• Play the role of advisor to the lead through knowledgeable review of solutions and recommendations for improvement of respective functional areas.
• Distribute issues to the correct level of operation (tiers) for resolution by identifying issues at hand and delegating to relevant functional teams.
• Redistribute resolutions or respond directly to the stakeholders where appropriate and report only major issues to the functional manager
• Interface with peers/business partners/direct reports to understand the operating environment and assist with the prioritisation and areas of focus.
• Continuously monitor the overall performance of the function to ensure optimal delivery and deliver a superior service to customers/clients.
• Continuously monitor the potential impact of new tactical plans on the reputational risk and operation of the functional area and engage the functional lead on appropriate actions to take to minimise the risk.
• Liaise, engage and partner with internal stakeholders/partners to enable business performance and solutions to complex processes
• Continuously explore improvements across own area and the PXS portfolio to ensure silos are dissolved and seamless engagement, processing is enabled
• Proactive identification and management of risks, issues, system defects, root cause analysis, problem solving and initiating changes aligned to continuous improvements across People Experience.

Accountability: Subject Matter Expert (SME): Workday/SAP/VIP and Service Now

• Provides Tier 2 SME advisory/consulting services on escalations in Workday with Digital Functional Lead oversight.
• Partners with DPX/SAP ERP in understanding Workday/SAP system functionality to improve and enhance eligibility rules, configuring new plans, update business processes, etc.)
• Partner with DPX/SAP ERP to support teams with end-to-end process and system and User acceptance testing
• Ensure that all source system integrations effectively and accurately interface into the payroll to ensure employee profiles are correct and accurately paid (Payrolls)
• Be a technical point of reference for business units and provide technical support/advice to assist with and P&C objectives/changes/initiatives/guidelines/standards

Accountability: Stakeholder Engagement

• Align to the Digital platforms (functional alignment) and CoE’s (product administration and engagement) and ensure that all business requirements are taken into consideration and executed against the agreed strategy and operational requirements
• Ensure that all stakeholder operational requirements are executed against and that we are complaint from a governance and compliance perspective
• Contribute to all engagements across the People Function and deliver against the strategic objectives aligned to the functional area of expertise.
• Manage the relationship (as per levels of work) between CoE’s and third parties’ stakeholders to ensure operational efficiency, including but not limited to (MIE/SAGE/DCM/SAP ERP/Bankmed/Sanlam etc)
• Engage with and manage stakeholder requirements and expectations, including but not limited to
  • Workday Functional Leads
  • People Experience & People Function stakeholders
  • Workday Community
  • Centres of Expertise
  • People Partners, People Managers
  •  Risk and Governance
  • External stakeholders impacting the PXS business
• Attend all engagements and administration related meetings and execute against demand and requirements from business, CoE’s and external stakeholders

Accountability: Customer / Service Excellence

• Adhere to the timelines, quality and service standards and consistently deliver a great colleague experience across the value chain

• Works within frameworks that are aligned to best practice and Absa’s governance and risk standards

• Ensure the basics are right and service standards always applied to ensure effective delivery across the employee value chain

• Ensure that all service standards are in place and delivered against to ensure optimal delivery and improve the experience on a daily basis

• Take personal accountability for ensuring complaints or issues lodged are effectively managed and feedback provided within the agreed timelines.

• Ensure that all Service Excellence tactical plans are in place and aligned to the strategic initiatives of PX

Accountability: Risk Management, Compliance, and data governance

• Ensure that all colleagues adhere to Absa and People Function data policies, legislation, regulation, quality, security privacy and confidentiality
• Ensure that all colleagues are aware of the standard operating procedures and adhere to the relevant policies,legislation and regulations relevant to the department.
• Ensure compliance to the ERMF
• Ensure that own area within People Services risk and control it at appetite and limited exposure to risks
• Drive a culture of proactive compliance and risk management within own team
• Ensure that all risk management processes across the employee value chain are adhered to and complied with
• Continuously evaluate and monitor the Operational Risks within own area, ensure that controls are in place and proactively managed.
• Proactively manage operational risk to limit impact on employees’ profiles and communicate proactively when impacted.
• Keep abreast of all changes pertaining to payroll matters e.g., Government tax changes, changes in legislation

Accountability: Proactive analysis and alignment of data, trends and reporting

• Ensure that all daily, weekly, and monthly operational reporting and dashboards are done on time and delivered to specification to enable the functional lead to report on won area
• Weekly and Monthly Dashboards and service reporting are done on time and in accordance to the service review standards and submitted to functional lead.
• Ensure that all root cause and analysis are done daily to ensure the data is correct to inform stakeholders regarding any data or process issues.
• Ensure that data insights ito operational trends, impacts and information is shared with functional lead / relevant stakeholders
• Ensure that trends and analysis on all respective functional areas data is compiled monthly for reporting
• Ensure that meetings and or requests are attended and/or delegated effectively to other members in the team across the functional area.
• Take personal accountability for ensuring complaints or issues lodged are addressed and managed

Perform all other duties/tasks as reasonably agreed and assigned.

Education

Bachelor's Degree: Management