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ER Specialist

hace 2 meses

Santiago de Querétaro, Querétaro de Arteaga, México Kerry A tiempo completo
About Kerry
Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.Key responsibilities

Providing advice and support to our Employees and People Managers on all Employee Relations cases that come into the GBS

Managing the formal case cycle and coordinating the case management process using the required technology and methods of communication, looking for opportunities to resolve the matter informally, where appropriate.

Co-ordinating and delivering training and development to People Managers to coach and upskill them, enabling them to appropriately manage and develop their people and build high performing teams that deliver

Ensuring a positive experience for all Employees and People Managers, even when processes and situations are challenging ones, by maintaining respect for individuals and delivering excellent customer service at all times

Ensuring all Tier 0 (self-service) information and guidance is up to date, relevant and accessible to all Employees and People Managers, by recommending legislative and statutory updates to existing Knowledge base articles and reviewing Virtual Agent chats to look for ways to improve our self-service offering

Providing evidence-based advice and guidance to People Managers on emerging trends and patterns in their respective business area and among their team members and supporting them to address people challenges on the horizon. This may include such areas as sickness and absence trends, rising cases of disciplinary or grievance, industry wide or external developments or factors etc.

Ensuring high quality collaboration with all other Specialist / Service Centre teams to ensure alignment and consistency of services delivered.

Acting as point of escalation and coach to the Tier 1 Employee Relations Administrators where guidance or the benefit of deeper experience is required

Owning your own workload through the analysis of current case load, identifying trends and undertaking improvement action

Providing insightful, intelligent reporting to customers to support and maximize business performance

Working with leaders across the GBSC and business HR to deliver and improve SLAs and performance, thereby demonstrating added value to the business

Fostering a culture of service excellence with your colleagues, role-modelling this and coaching other team members to deliver true best in class services to all

Qualifications and skills

In depth knowledge of ServiceNow and all of the advanced functionality it provides. Able to manage cases, oversee multiple workloads and resolve complex multi-step processes. Advanced reporting and analytical skills to work proactively to address rising trends and areas of interest, query and concern.

Advanced use of MS office and other key business tools; PowerPoint, Word, Outlook, Excel, Visio, Sharepoint, PowerBI Kronos.

Knowledge of relevant employment law, local regulations and within and outside the GBS. Employee relations case law, disciplinary and grievance

Comfortable ensuring all stakeholders are fully trained on correct/relevant user processes to ensure a 'right first time' way of working

Proactively use problem solving skills to help drive the GBS development agenda and roll out large scale education and training programs.

High level of English language proficiency as this is Kerry's most widely spoken language.

Key Stakeholders: Employees, Managers, HR Centre's Of Excellence, HR Business Partners, Operations, Finance, 3rd party vendors & Regulatory bodies

Follow Group and company policies and procedures at all times