Role Summary
We are seeking a HR Global Virtual Hub Support Partner to join our People Services team in our new shared capability Centre (HSCC) based in Hyderabad, integrating into our broader, Global Operating Model.
The HR Global Virtual Hub Support Partner, as part of a larger global People Services team, will play a key role to deliver core HR transactional support and query management support through the Workday solution.
The Global HR Operations Support Partner will be the first point of contact for employees on HR queries and transactional support - managing and resolving employee enquiries as they are triaged through the Workday Help case management tool. They will also be responsible for guiding employees to the correct self-serve channels, whilst escalating to Specialist support services when required.
Key Responsibilities
- A member of the HR Global Virtual Hub support team that will act as the go-to resource for How do I type questions that are sent through the Workday Help case management tool, for employees located across our UK&I, International, and Group divisions.
- Manage and process HR hire to retire transactions in Workday, including complex Workday transactions and mass data uploads, gathering the appropriate level of information to correctly process as required and in alignment with established Flutter practices.
- Responsible for escalating employee queries to the appropriate teams where local, escalated or specialist support is required.
- Monitor the completion of employee queries end-to-end, continually identifying opportunities to improve processes and services, whether location or process specific.
- Provide support to specific HR-led projects and/or initiatives as cascaded down from HR Global Virtual Hub management.
- Collaborate with other Global HR Virtual Hub Support Partners to deliver a consistent, high-quality employee experience whilst maintaining compliant with Flutter standards and business expectations.
- Build knowledge of location and/or division-specific practices, applying this to improve the future delivery of services.
- Monitor progress against SLAs and delivery against agreed scope, performance, and timelines.
- Achieves key performance indicator (KPI) goals and objectives in line with the organization's goals.
- Manages confidential and sensitive employee information and adheres to strict data privacy standards.
- Escalates broken processes and employee experiences. Continuously dives deep to find new ways to improve the employee experience and speed of resolution.
- Responds quickly and accurately to queries from customers via phone, web case, and chat, ultimately providing issue resolution.
Skills & Experience
- Experience working within a customer service environment.
- Experience working within HR Operations with knowledge of employee lifecycle processes preferred.
- Proven ability to support employees across the globe, taking into account local nuances.
- Demonstrated ability to maintain confidentiality and manage sensitive data and/or employee matters.
- Comfort navigating through and processing transactions in an HR enterprise system (Workday preferred).
- Excellent written communication skills.
- Analytical mindset with ability to identify and solve problems as required.
- Focused on employee experience and efficient process delivery.
- 3+ years using case management system. (Reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan.)
- Must be able to work in 24/7 environment (night, rotational shifts and Overtime as per the business requirement).
- Bachelor's degree must. 3+ years of experience
