Employee Relations Specialist

3 weeks ago

Kuala Lumpur, Malaysia Kerry Full time

**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.

**About the role**:
As an Employee Relations Specialist in the Employee and Manager Support Section of the Global Business Centre, you will be responsible for managing several cases at any one time, many of which may be considered ‘complex’.

**Key responsibilities**:

- Key responsibilities will include:
- Providing advice and support to our Employees and People Managers on all Employee Relations cases that come into the GBSC including sensitive & complex cases
- 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 maximise 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**:

- Service Delivery- 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.

Technology Enablement- Advanced use of MS office and other key business tools;
- PowerPoint to tell a story and make a case for change
- Word to build template documents, business plans and branded GBS materials
- Excel including Fx functions, Pivots, charts, data analysis
- Visio to create and maintain process documentation
- Sharepoint to create and manage sites and content, upload shared materials and share and engage with projects and other functions
- PowerBI to analyse dashboards, team performance, trends and patterns to support business decision making
- Kronos / Time and Attendance systems to extract data, study working trends and patterns and support with workforce scheduling

Legal / Regulatory
- Knowledge of relevant employment law, and local regulations and confident on training and advising others of the same - both within and outside of the GBS.
- Knowledge of GDPR and data privacy laws, Immigration and visa requirements, Working time practices and limits, Employee relations case law, disciplinary, grievance and long-term absence best practises, Statutory / Health and Safety / Ethical best practise and audit requirements

Development of self and others- Comfortable ensuring all stakeholders are fully trained on correct/relevant user processes to ensure a 'right first time' way of working.
- Confident giving both targeted feedback to individuals and small groups and widespread feedback to larger commun

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