HR Services Advisor

Life Unlimited. At Smith and Nephew we design and manufacture technology that takes the limits off living.

Are you looking for a new opportunity where you can put on practice all your knowledge? Deliver high quality and consistent HR advice, support a resolution to all employees, line managers, executives and outside parties across the end-to-end employee lifecycle, through the application of HR and Pay policies and procedures with the purpose of making S+N a great place to work and delivering a great experience to our customers, in a way that improves their effectiveness day to day.

Manage the end-to-end HR transactional activities associated with the Executive management, Managers, HR & GBS populations across the employee lifecycle.

Undertake the due diligence and administrative activities associated with mergers & acquisitions for new business and the closure of sites. Support the HR community with the calculation and processing of redundancy payments and mutual agreements.

Provide advice as appropriate to S+N employees on Data Privacy and Freedom of Information provision including processes and procedures, and Subject Access Requests.

What will you be doing?

Customer Service Delivery

• Provide high quality, consistent HR advice, support and resolution to all levels of management, employees and outside parties, in order to maximise customer efficiency, effectiveness and confidence.
• Administer executive management, HR and GBS transactional activities associated with the employee lifecycle, across the organisation within agreed procedures, standards and timescales.
• Working with the HRBP and HRC community, administer, calculate, and process redundancy payments, and mutual agreements, within agreed procedures, standards, and timescales, complying with all statutory requirements.
• Processing internal Data Privacy Subject Access Requests in line with SLA’s
• Deliver a quality and professional service to all customers ensuring compliance with employment legislation, S+N policies and good employment practice.
• Provide timely, accurate advice, support and guidance on end-to-end employee lifecycle processes, including new vacancies, joiners, movers, leavers, pay changes, special leave types and compensation and benefit administration for all employees and managers.
• Provide timely, accurate advice on policy and processes, and terms and conditions of employment
• Resolve day to day customer service enquiries, issues, and complaints, escalating as appropriate, and deal with any service recovery.
• Ensure that all employee data is entered into Workday and associated HR systems in a timely, accurate and consistent manner, whilst ensuring accurate and comprehensive employee information.
• Ensure the service management tool accurately reflects the nature of the query to ensure a high level of customer service satisfaction.
• Escalation of calls to specialists within the relevant teams.
• Action case management requests in a timely and consistent manner to agreed standards and targets.
• Identify and escalate issues and incidents
• Create and maintain documents, records and data to agreed procedures and standards.
• To assist Data Privacy with organisational processes necessary for handling Data Subject Access Requests and other requests for personal data from external authorities.
• Ensure a high level of confidentiality is maintained in all aspects of work.

Coaching Of Managers and Employees

• Coach managers and employees on employee lifecycle processes
• Coach and mentor colleagues and undertake training, where appropriate
• Support with the delivery of training to new starters within the team
• Provide SME advice and guidance relating to specific country legislation or process

Due Diligence/M&A Project Activity

• Undertake the due diligence, data collection/validation and administrative activities associated with the mergers and acquisitions for new business and the closure of sites.
• Working with HRIS, ensure that the new organisation structure is built and signed off within Workday.
• Ensure that the employee transfer data is loaded/removed from Workday within agreed timescales
• Liaise with the 3rd party employer and the HRBP/HRC Project Manager to ensure the smooth transition of employees.

Process Management

• Ensure all S+N policies, standards and agreed HR Customer Service Delivery processes are adhered to by all staff, rectifying any non-conformities as appropriate
• Contribute to the development of SLAs
• Deal effectively with non-compliance customer complaints on HR Customer Services Delivery related issues, liaising with the HR Customer Service Delivery Team Leader/Manager and/or Service Performance & Development as appropriate and deal with any service recovery.
• Assist the team to develop and maintain appropriate systems and processes.

Continuous Improvement

• Understand the needs of customers (internal and external) and continuously seek to improve customer service
• Understand all relevant performance indicators and use performance information to continually improve services
• Promote HR self help tools and desk top solutions.
• Provide input into the shaping of policies and procedures across the business and work with managers and the wider HR Team to ensure understanding and compliance.
• Contribute to process improvement initiatives and support the writing of the associated documentation, including work instructions and ‘How to Guides’.
• Contribute towards the HR Customer Service Delivery strategy, with a view to identifying means of improving performance. Assist in reviewing business processes as necessary.
• Collate and analyse data to identify and solve problems

What will you need to be successful?

Education

• Bachelor's degree and a minimum of 3 years of relevant experience required; or, in lieu of a degree, a minimum of 7 years of relevant experience is required.
• Fluent English + any other language that is required for given position

Licenses/ Certifications

CIPD or HR equivalent qualification preferred

Experience

• 3 to 5 years of HR advisory and administration experience within a regional HR Shared Services organisation
• HR Graduate / working towards a HR diploma or degree desirable or equivalent qualification or relevant HR experience
• Experience of working in HR team, ideally within a customer orientated commercial environment
• Good understanding of employment legislation, its application and best practice
• A broad understanding of the HR employee lifecycle
• Deep knowledge of S+N HR processes and procedures and their application
• Experience of providing detailed and timely HR/Pay advice.
• Experience of coaching managers and employees on employee lifecycle processes and resolving issues
• A deep understanding of the role HR Customer Service Delivery plays and its interactions with other HR functions across the employee life cycle
• Able to fully utilize standard Microsoft Office products and the application of Workday, HR systems and case management

Competences

Relationship Management

• Engages stakeholders effectively, resolving issues and understanding drivers/needs over the phone.
• Ability to build and establish effective relationships in order to elicit information from key individuals
• Ask searching and clarifying questions effectively to help employees raise awareness of situation and ensure taking personal responsibility for actions.

Problem Solving

• Exercises judgment based on analysis of multiple sources of information.
• Quickly identifies problems and finds workable solutions
• Able to make sound decisions based on a broad view of the situation within an HR environment.
• Ability to display initiative to resolve problems.
• Analyses situations & applies critical thinking to resolve situations & advises on courses of action.
• Ability to analyse and interpret complex written information.
• Able to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to complex problems

Reputation for Delivery

• Ability to plan, taking a pragmatic approach to meet required deadlines.
• Ability to organise and prioritise workload to meet service standards/deadlines.
• Self-motivated, well-organised, adaptable, and resilient.
• High attention to detail & is personally credible
• Responds to challenging priorities with a sense of urgency and pace.
• Ability to work well under pressure
• Works creatively, making decisions and thinking outside the box
• Demonstrate commitment to the S+N values and behaviours and embedding them in the company culture.

Customer Focused

• Thinks customer first and anticipates current and future needs.
• Acts with customers in mind and is dedicated to meeting the expectations and needs of internal customers.
• Good written and verbal communication with exposure to working with stakeholders at a senior level.
• A careful listener, a creative problem solver and deals with confidential or sensitive issues discreetly
• Ability to listen, understand and interpret information, with the ability to type and navigate systems whilst providing effective service over the phone, demonstrating effective listening and speed/accuracy of typing.
• Confident, articulate and comfortable providing support with the ability to establish rapport by modifying language and tone to fit listener
• Always approaches things from the customer’s perspective seeing potential problems & finding solutions
• Develops great customer relationships, is honest and fair always accessible and approachable
• Always tries to meet or exceed the customers’ expectations, stand by decisions and actions, commit to things that are delivered.
• Able to articulate and evaluate the value created by processes delivered within their organization
• Explains facts and expresses views and opinions with clarity and conviction.

HR Metrics & Analytics

• Familiarity of key HR measures and the associated drivers of the measures and work to understand the analytical interpretation of data and how it impacts HR processes and procedures.
• Ability to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to problems.
• Analyses large volumes of data, interpret themes and provides summary information for management use.
• Has knowledge of HR and business KPIs.

OPEX & Continuous Improvement –

• Able to take a holistic view of the customer journey
• Ability to contribute to the development of performance indicators and use them proactively to improve performance.
• An understanding and experience of implementing service quality and process improvement methodologies.
• An understanding of customer satisfaction monitor and tracking methodology.
• Always look for ways to improve the service or experience given to customers
• Ability to constructively challenge the norm and encourages the generation of innovative ideas

Commitment to Excel

• Self-motivated, well-organised, adaptable, and self-reliant.
• Responds to challenging priorities with a sense of urgency and pace.
• Ability to work well under pressure
• Bounces back from disappointments with renewed determination.
• Ability to display initiative to resolve problems.
• Demonstrate commitment to the S+N values and behaviors and embedding them in the company culture

• You. Unlimited
• We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.
• Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/

• Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.
• Work/Life Balance: Extra days off, birthday off, voluntary hours.
• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave.
• Flexibility : Hybrid work model (for more professional roles), flexible schedules.
• Training: Training program, unlimited learning.
• Extra perks: employees association, and more…

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