Junior Manager, HR Operations

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,consistentand high-quality HR services to employees, linemanagersand HR colleagues across supported markets. First Point is theprimary HR serviceorganisationwithin this model, combining specialist HR knowledge, strong processdisciplineand enabling technology to deliveran excellentcustomer 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, serviceperformanceand continuous improvement.

Purpose of the Role

The Junior Manager, HROperationsis 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-matterexpertise, stakeholder engagement, advisor capabilitybuildingand continuous improvement.

• Deliver HR services in line with agreed service levels, qualitystandardsand customer experience measures, including speed to resolution, right-first-timeaccuracyand customer satisfaction.

• Monitor team workload, casedistributionand progress against agreed priorities;identifyrisks, backlogs or under-performance and recommendtimelymitigation actions to the Team Leader.

• Maintain clear and complete ServiceNow case notes, supporting documentation and audit trails.

• Support workforce planning bymaintainingvisibility of planned and unplanned absence and helping ensureappropriate coveragefor business-as-usual, cyclical activity and projects.

• Execute and oversee complex Joiner, Mover and Leaver transactionsinWorkday, ensuring employee and position dataiscomplete,accurateand processed right first time.

• Create, review, approve and issueaccurateemployee documentation, including contracts,lettersand other lifecycle communications, in line with market requirements and governance standards.

• Coordinate required payroll instructions and downstream actions, ensuring critical dates, approvals and dependencies are understood and completed.

• Act as a Workday super user and provide practical support on employee data,organisationmanagementand position management activities.

• Take ownership of complexprocess, policy, documentation,dataand systems issues escalated by the Contact Centre, HRteamsor advisors, leading them through investigation to resolution.

• Apply sound judgement, market knowledge and policy interpretation while engaging theappropriate stakeholderswhen specialist or approval input isrequired.

• Capture root causes and learning from escalations and translate them into clearer guidance, strongercontrolsor capability interventions.

• Act as an engagement partner and subject-matter expert for assigned market(s), building effective relationships with HR Business Partners, Talent teams, line managers and other HR Operations teams.

• Maintain market-specificprocessknowledge,guidanceand knowledge articles, ensuring informationremainscurrent,accessibleand operationally usable.

• Gather stakeholder feedback, manageexpectationsandidentifyopportunities to simplify processes and improve the end-to-end customer experience.

• Provide market and process training to advisors and support consistent application of agreed ways of working.

• Support the induction and onboarding of new team members and helpidentifyindividual and team capability needs.

• Coach advisors and coordinators to strengthenjudgement, confidence, technicalknowledgeand ownership of customer outcomes.

• Role-model collaborative, solution-focused and inclusivebehavioursand contribute to service continuity across the wider First Pointorganisation.

• Diagnose service issues,analyserecurringthemesand lead practical improvement initiatives that reduce handoffs, improveaccuracyand increase operational capacity.

• Bring external good practice and structured problem-solving into the team, encouraging experimentation with improved processes,toolsandbehaviours.

• Support the planning and execution of cyclical and project activity, such as annual reward processes,organisationrestructures, markettransitionsand system or policy changes.

• Ensure HR processes are executed in line with legal, regulatory, policy and internal control requirements, including applicable CARM controls.

• Protect employee and business information andmaintainzero tolerance for data privacy, informationsecurityand Code of Business Conduct breaches.

• Identifyand escalate operational, customer or compliance risks promptly and support sustainable corrective and preventive actions.

• Typically4-6 years of experience in HR Operations, HR Shared Services, an HR ContactCentreor a comparable service delivery environment.

• Strong practical experience in employee lifecycle processes, HRdocumentationand/or employee data management.

• Experience handling complex customer queries,escalationsand cross-functional dependencies.

• Hands-on experience with cloud-based HR systems; Workday and ServiceNow experience is strongly preferred.

• Advanced working knowledge of Microsoft Office, particularly Excel and Word.

• Fluent written and spoken English;additionalmarket language capability isadvantageouswhere relevant.

• Graduate degree or equivalent professional experience in Human Resources, Business Administration or a related discipline is preferred.

• Willingness to work flexible or market-aligned shift hours whererequired.

• Consistent achievement of service levels andworkload commitments.

• High right-first-time accuracy for employee data and documentation.

• Timely resolution of complex queries and reduction in repeat escalations.

• Positive customer and stakeholder feedback.

• Improved advisor capability, knowledgecoverageand team resilience.

• Demonstrable process simplification, riskreductionand capacity improvement.

• Full compliance with data privacy, security,policyand control requirements.