As an HR Helpdesk Advisor at Barclays, you will play a critical role in delivering exceptional support to our colleagues and candidates. You will act as the first point of contact for HR-related inquiries, utilizing your strong customer service background to resolve issues and provide accurate information with empathy and professionalism.
Key Responsibilities
1. Customer Query Resolution: Investigate and resolve a wide range of HR inquiries through phone and email, employing strong analytical skills to assess root causes and provide clear, concise solutions.
2. Complex Situation Management: Articulate complex HR scenarios effectively to various stakeholders.
3. Collaboration and Support: Work closely with HR Operations and other teams to ensure seamless administration of HR processes.
4. Quality Control and Compliance: Adhere to operational SLAs while maintaining high-quality standards in service delivery.
5. Continuous Improvement: Identify trends in customer inquiries and recommend enhancements to HR processes and systems to improve service delivery and customer satisfaction.
We are looking for candidates who thrive in a customer-facing environment and possess strong problem-solving abilities. You should have experience in handling inquiries, a keen eye for detail, and a passion for delivering outstanding service. If you have a background in HR or a related field, that will be an advantage, but a genuine willingness to learn and grow is essential. You will be part of a supportive team dedicated to your success and personal development.
You would be working 5 days a week, 2:30pm - 10:30pm as you would be supporting colleagues in the US.
You would be required in the office at least 3 days a week.
Purpose of the role
To deliver HR services and support to Barclays colleagues, candidates, alumni, and third-party vendors.
Accountabilities
1. Delivery and execution of HR operational activities aligned with people leader and colleague journeys aligned with bank policies and regulations, including performance management, rewards, benefits, and learning operations documentation, coordination, and administration.
2. On- and offboarding of new employees, including orientation, documentation, coordination, and exit interviews.
3. Maintenance of colleague personal and reference data in relevant HR information systems, ensuring data accuracy and compliance with data privacy regulations, reporting, and analytics.
4. Provision of guidance and support on candidate, colleague, and alumni queries relating to HR policies, procedures, processes, or guidance.
Analyst Expectations
1. To meet the needs of stakeholders/customers through specialist advice and support.
2. Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
3. Likely to have responsibility for specific processes within a team.
4. They may lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
5. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
6. For an individual contributor, manage own workload, take responsibility for the implementation of systems and processes within own work area, and participate on projects broader than direct team.
7. Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
8. Check work of colleagues within team to meet internal and stakeholder requirements.
9. Provide specialist advice and support pertaining to own work area.
10. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
11. Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function.
12. Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based.
13. Make judgements based on practice and previous experience.
14. Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
15. Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day-to-day administrative requirements.
16. Build relationships with stakeholders/customers to identify and address their needs.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive.
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