01Overview
Job Description : About Us : With over 200 brands sold in more than 180 countries, were the worlds leading premium drinks company. Every day, over 27,000 talented people come together at Diageo to create the magic behind our much-loved brands. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and youll collaborate with talented people from all corners of the world. Together, youll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's individual passions, commitments and specialist skills. In our supportive culture, your voice will be heard and youll be empowered to be you. Just bring your ambition, curiosity and ideas, and well celebrate your work and help you reach your fullest potential. Context and Scope First Point is Diageo's HR service organisation, providing consistent, high-quality support to employees, Line Managers, HR Business Partners and HR colleagues across the markets it serves. The organisation delivers a broad range of services across employee lifecycle processes, legal documentation, benefits administration, employee data management, policy guidance and HR systems support. The Senior Analyst, HR Operations is an individual contributor role responsible for the accurate and timely delivery of employee lifecycle, documentation and 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 completed in accordance with agreed service levels, policies, controls and market requirements. The role uses Workday, ServiceNow, Doc Genie and other enabling technologies to maintain employee and position data, generate documentation, record complete audit trails and support payroll or downstream teams. It works closely with HRBPs, Market HR teams, employees, Line Managers and 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, prevent rework and support accurate payroll and employee-data outcomes. b. Market and Role Complexity Provides HR Operations support across assigned markets and manages activities that may vary by country, policy, process and legal-documentation requirement. Balances customer needs, service-level commitments, data accuracy, compliance and downstream impacts when completing transactions. Works with multiple stakeholders across HR, Payroll, Talent and 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. Provides day-to-day guidance, knowledge sharing and practical support to newer Analysts or Associates when required. Role-models high standards of accuracy, customer service, collaboration and compliance. Purpose of the Role To deliver accurate, timely and customer-focused HR Operations services across employee lifecycle, documentation and employee-data processes. The Senior Analyst applies sound process and systems knowledge to complete transactions right first time, resolve standard and moderately complex queries, maintain robust audit trails and support a consistent employee and manager experience. The role also contributes to service improvement by identifying recurring issues, sharing knowledge and supporting changes to processes, tools and ways of working. Key Accountabilities 1. Deliver Employee Lifecycle and Data Transactions Process Joiner, Mover and Leaver activities accurately and within agreed service levels. Maintain employee, organisational and position data in Workday, ensuring completeness, accuracy and appropriate approvals. Prepare and issue employee documentation, including contracts, letters and other lifecycle documents; track completion and retain records in line with requirements. Provide clear and accurate instructions to Payroll and other downstream teams where required. 2. Manage Queries, Cases and Customer Expectations Own assigned ServiceNow cases from receipt through resolution, maintaining clear notes, evidence and audit trails. Resolve standard and moderately complex queries from employees, Line Managers, HRBPs, Talent and other First Point teams. Communicate clearly, manage expectations and provide timely progress updates to customers and stakeholders. Escalate policy, legal, data-privacy, system or high-risk issues through the appropriate channels. 3. Ensure Quality, Compliance and Control Complete all work in accordance with HR policies, process standards, data-privacy requirements, security controls, COBC and applicable CARM controls. Perform .
