Junior Manager, HR Operations

Job description

Job Description : About Us : With over 200 brands sold in more than 180 countries, we’re the world’s 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 you’ll collaborate with talented people from all corners of the world. Together, you’ll 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 you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential. About Global HR Operations and First Point  Global HR Operations provides reliable, consistent and high-quality HR services to employees, line managers and HR colleagues across supported markets. First Point is the primary HR service organisation within this model, combining specialist HR knowledge, strong process discipline and enabling technology to deliver an excellent customer experience.  The team supports a broad range of employee lifecycle services, including Joiners, Movers and Leavers (JML), employee and position data management, HR documentation, benefits administration, policy guidance and resolution of HR and HR systems queries. Work is delivered through platforms including Workday, ServiceNow and Doc Genie, with a strong focus on accuracy, compliance, service performance and continuous improvement.  Purpose of the Role  The Junior Manager, HR Operations is a senior operational contributor who supports the Team Leader in delivering consistent day-to-day service performance. The role combines hands-on ownership of complex HR transactions and queries with workload oversight, subject-matter expertise, stakeholder engagement, advisor capability building and continuous improvement.  The role acts as an escalation point for complex employee lifecycle, documentation, data and systems matters; helps ensure the team is appropriately prioritised and resourced; and provides practical insights that enable the Team Leader to manage performance, risk and customer experience effectively.  Key Accountabilities  1. Service Delivery and Operational Performance  • Deliver HR services in line with agreed service levels, quality standards and customer experience measures, including speed to resolution, right-first-time accuracy and customer satisfaction.  • Monitor team workload, case distribution and progress against agreed priorities; identify risks, backlogs or under-performance and recommend timely mitigation actions to the Team Leader.  • Maintain clear and complete ServiceNow case notes, supporting documentation and audit trails.  • Support workforce planning by maintaining visibility of planned and unplanned absence and helping ensure appropriate coverage