HR Operations Senior Analyst

at  ICBC Standard Bank

Division Summary
Human Resources (HR) serves all business lines and support functions across the bank with a wide range of HR services.
Human Resources Services (HRS) provides HR shared services covering a wide range of processes in the Employee lifecycle, including On-boarding, Employee Data Management, Off-boarding, Payroll, Time & Absence Management, HR & Compensation Administration and Service Delivery as well as HR systems support and Learning Administration. In partnership with Human Resources (HR), HRS strives to provide excellent customer service through its product offering to employees and managers whilst focusing on process re-engineering and initiatives to enhance the Shared Services role in ICBC Standard Bank.
Job Purpose
This job sits within the London HR Shared Services (HRS) team in the UK, servicing employees in all ICBCS locations - London, Asia and New York. This is a key, client-facing role, delivering HR transactional support and advice to all ICBC Standard Bank employees, temp, consultants and HR. The job holder will be the first point of contact for HR Services and will be responsible for establishing and preserving strong relationships with internal clients, providing accurate and timely customer service and resolving HR transactions and administration, including complex issues, within agreed service levels. The job holder will have ownership & accountability for managing the resolution of customer issues.

Key Responsibilities

• Managing enquiries from internal and external stakeholders on a timely and professional basis in line with the Banks’s Values and with discretion.
• Taking ownership for the investigation and resolution of complex stakeholder escalations/complaints and urgent exceptions, keeping stakeholder updated on progress.
• Advise Line Managers & employees on policy and procedure, informing and escalating where appropriate to the Business Partner and HR Services Manager in a timely manner.
• Working with other parts of HR to deliver excellent customer service within agreed turnaround times.
• Administration of the end to end HR employee lifecycle processes including but not limited to offer management, pre-employment screening, on-boarding and off-boarding, HR letters, data entry transactions into HR systems, payroll instructions preparation including maternity and paternity, learning administration etc.
• Support the HR Compliance Manager with Senior Manager Certification Regime (SMCR) , with onboarding, certification, regulatory registrations, reporting and record keeping.
• HR System maintenance in relation to all personnel data, championing data integrity and utilising the system to its full capability and ensuring adequate controls are in place to reduce errors.
• Responsible for the document management processes within HR Services, ensuring that all required documentation is filed accordingly to employee personnel records and archiving of paper and digital files in accordance with GDPR.
• Actively supporting management in the identification and implementation of continuous service improvement initiatives within HR Operations.
• Ensuring end to end processes are documented in accordance with internal audit, risk and control standards.
• Responsible for the maintenance of HRS content on the HR Intranet website and draft internal/external communications and campaigns to advertise HRS, process changes, etc.
• Where required participate in employee relation issues, covering areas such as note taking, exit interviews, sickness meetings, first stage recruitment interviews and provide support to the HRBP as required.
• Active participation as required in various HR projects, providing operation input to business requirements and operational readiness for implementation.
• Responsible of training junior team members.

Preferred Qualifications and Experience
Either CIPD qualified, working towards the qualification or interested in doing so

Experience required to successfully perform the role:

• Experience of working in a similar role in HR within Financial Services
• Knowledge and experience of Senior Manager Certification Regime and FCA Registration
• Experience of working within a customer/client service environment
• Experience of working within a large/complex blue chip organization
• HR Systems testing and implementation experience is an advantage
• Knowledge of HR policies, procedures, administration processes and associated risks desired
• Experience of owning employee life cycle processes administration

Knowledge, technical skills and expertise:

• Strong organisation, prioritisation and multi-tasking skills
• High level of accuracy and attention to detail
• Strong customer service skills
• Exceptional communication skills both written and oral
• Highly developed problem solving skills
• Strong interpersonal skills
• Proficiency with Microsoft Office products
• Ability to deliver to the required service standards in a customer focused environment

Personal attributes:

• Attention to detail
• Results-orientated and deadline driven
• Client/customer focused mind-set
• Builds client relationships and partnerships
• Team player
• Demonstrates initiative and takes ownership
• Resilience
• Open to change
• High level of integrity

The role would suit someone who is:

• Able to navigate complexity
• Can work in ambiguity
• Able to multitask and prioritize effectively

Key Responsibilities

• Managing enquiries from internal and external stakeholders on a timely and professional basis in line with the Banks’s Values and with discretion.
• Taking ownership for the investigation and resolution of complex stakeholder escalations/complaints and urgent exceptions, keeping stakeholder updated on progress.
• Advise Line Managers & employees on policy and procedure, informing and escalating where appropriate to the Business Partner and HR Services Manager in a timely manner.
• Working with other parts of HR to deliver excellent customer service within agreed turnaround times.
• Administration of the end to end HR employee lifecycle processes including but not limited to offer management, pre-employment screening, on-boarding and off-boarding, HR letters, data entry transactions into HR systems, payroll instructions preparation including maternity and paternity, learning administration etc.
• Support the HR Compliance Manager with Senior Manager Certification Regime (SMCR) , with onboarding, certification, regulatory registrations, reporting and record keeping.
• HR System maintenance in relation to all personnel data, championing data integrity and utilising the system to its full capability and ensuring adequate controls are in place to reduce errors.
• Responsible for the document management processes within HR Services, ensuring that all required documentation is filed accordingly to employee personnel records and archiving of paper and digital files in accordance with GDPR.
• Actively supporting management in the identification and implementation of continuous service improvement initiatives within HR Operations.
• Ensuring end to end processes are documented in accordance with internal audit, risk and control standards.
• Responsible for the maintenance of HRS content on the HR Intranet website and draft internal/external communications and campaigns to advertise HRS, process changes, etc.
• Where required participate in employee relation issues, covering areas such as note taking, exit interviews, sickness meetings, first stage recruitment interviews and provide support to the HRBP as required.
• Active participation as required in various HR projects, providing operation input to business requirements and operational readiness for implementation.
• Responsible of training junior team members

Experience required to successfully perform the role:

• Experience of working in a similar role in HR within Financial Services
• Knowledge and experience of Senior Manager Certification Regime and FCA Registration
• Experience of working within a customer/client service environment
• Experience of working within a large/complex blue chip organization
• HR Systems testing and implementation experience is an advantage
• Knowledge of HR policies, procedures, administration processes and associated risks desired
• Experience of owning employee life cycle processes administratio

The role would suit someone who is:

• Able to navigate complexity
• Can work in ambiguity
• Able to multitask and prioritize effectivel