Senior Analyst, HR Operations

Context and Scope

First Point is Diageo's HR serviceorganisation, providing consistent, high-quality support to employees, Line Managers, HR BusinessPartnersand HR colleagues across the markets it serves. Theorganisationdelivers a broad range of services across employee lifecycle processes, legal documentation, benefits administration, employee data management, policyguidanceand HR systems support.

The Senior Analyst, HR Operations is an individual contributor role responsible for theaccurateandtimelydelivery of employee lifecycle,documentationand data-management activities. The role manages standard and moderately complex requests, resolves cases escalated from the Contact Centre and other HR teams, and ensures that transactions are completedin accordance withagreed service levels, policies,controlsand market requirements.

The role uses Workday, ServiceNow, Doc Genie and other enabling technologies tomaintainemployee and position data, generate documentation, record complete audittrailsand support payroll or downstream teams. It works closely with HRBPs, Market HR teams, employees, LineManagersand other First Point teams to provide a seamless customer experience and contribute to continuous improvement.

Role Dimensions

a. Financial

• No direct financial accountability. The role is expected to work efficiently, preventreworkand supportaccuratepayroll andemployee-dataoutcomes.

b. Market and Role Complexity

• Provides HR Operations support across assigned markets and manages activities that may vary by country, policy,processand legal-documentation requirement.

• Balances customer needs, service-level commitments, data accuracy,complianceand downstream impacts when completing transactions.

• Works with multiple stakeholders across HR, Payroll,Talentand First Point, escalating non-standard or high-risk matters appropriately.

c. Leadership Contribution

• Operates as an experienced individual contributor with no direct people-management responsibility.

• Providesday-to-day guidance, knowledge sharing and practical support to newer Analysts or Associates whenrequired.

• Role-modelshigh standardsof accuracy, customer service,collaborationand compliance.

Purpose of the Role

To deliveraccurate,timelyand customer-focused HR Operations services across employee lifecycle,documentationandemployee-dataprocesses. The Senior Analyst applies sound process and systems knowledge to complete transactions right first time, resolve standard and moderately complex queries,maintainrobust audittrailsand support a consistent employee and manager experience. The role also contributes to service improvement byidentifyingrecurring issues, sharingknowledgeand supporting changes to processes,toolsand ways of working.

Key Accountabilities

1. Deliver Employee Lifecycle and Data Transactions

• Process Joiner,Moverand Leaver activities accurately and within agreed service levels.

• Maintain employee,organisationaland position data in Workday, ensuring completeness,accuracyandappropriate approvals.

• Prepare and issue employee documentation, including contracts,lettersand other lifecycle documents track completion andretainrecords in line with requirements.

• Provide clear andaccurateinstructions to Payroll and other downstream teams whererequired.

2. Manage Queries, Cases and Customer Expectations

• Own assigned ServiceNow cases from receipt through resolution,maintainingclear notes,evidenceand audit trails.

• Resolve standard and moderately complex queries from employees, Line Managers, HRBPs,Talentand other First Point teams.

• Communicate clearly, manageexpectationsand providetimelyprogress updates to customers and stakeholders.

• Escalate policy, legal, data-privacy,systemor high-risk issues through theappropriate channels.

3. Ensure Quality, Compliance and Control

• Complete all workin accordance withHR policies, process standards, data-privacy requirements, security controls, COBC and applicable CARM controls.

• Performappropriate validationand quality checks to ensure transactions and documents arerightfirst time.

• Maintainaccuraterecords andevidenceto support audit,controland governance requirements.

• Protect confidential and sensitive employee information at all times.

4. Support Operational Excellence and Continuous Improvement

• Identifyrecurring errors, process gaps, unnecessary hand-offsand opportunities to simplify the customer journey.

• Contribute ideas and practical support toprocess-improvement,standardisationand automation initiatives.

• Participate in testing,implementationand adoption of process or system changes.

• Keepknowledgearticles, processguidesand market-specific instructionsaccurateand current.

5. Contribute to Projects, Cyclical Activities and Team Capability

• Support business-critical and cyclical HR activities, including annual reward processes,organisationalrestructures, bulktransactionsand other HR projects.

• Collaborate with colleagues to balance workload,maintainservicecontinuityand meet peak-demand requirements.

• Share process knowledge and provide coaching or buddy support to new Analysts and Associates.

• Build practicalexpertisein assigned processes, systems and markets and apply learning to improve service delivery.

Key Measures of Success

• Achievement of agreed service levels and case-resolution targets.

• Accuracy of employee data,documentationand payroll instructions.

• Right-first-time performance and reduction in avoidable rework.

• Quality and completeness of ServiceNow notes,evidenceand audit trails.

• Customer and stakeholder satisfaction.

• Compliance with policies, controls,data-privacyand security requirements.

• Constructive contribution to team capability and continuous improvement.

Qualifications and Experience

• 2-4 years of experience in HR Operations, HR Shared Services, an HR ServiceCentreor a comparable service-delivery environment.

• Practical experience in one or more of the following: employee lifecycle processes, employee documentation, employee or position data management, payroll-interfaceactivitiesor HR query resolution.

• Working knowledge of cloud-based HR systems experience with Workday and ServiceNow is preferred.

• Experience working within defined policies, service levels,controlsand data-privacy requirements.

• Proficiencyin Microsoft Office, particularly Word and Excel.

• Fluent written and spoken English.

• Willingness to work flexible shifts in line with business andmarket-supportrequirements.