Diageo HR Analyst in Taguig City, Philippines




Reporting Location:

Taguig City





Type of Job:


External Job Description:

This is a fantastic role for anyone either who has a passion for great customer service and a drive for excellent performance standards!

First Point APAC was launched in March 2015 and provides HR support services to Diageo APAC markets including: Australia, Singapore, Philippines, China/Hong Kong, Taiwan, Korea, Thailand, Vietnam

First Point is a dynamic, exciting and forward thinking place to work with a commitment to excellent customer service and the continuous improvement of the delivery of HR services to the business. It provides a wide range of HR services to employees, Line Managers and HR colleagues across the markets it supports.

The role ha a particular focus on proactive and brilliant customer service. Performance goals are clear but stretching, teamwork is a fundamental part of the culture and success is measured by outcomes, not just inputs. Each person has a role to play in finding solutions and simplifications and embedding smart results to drive continuous improvement.

The First Point Analyst is the first line of contact for all HR enquiries received and will resolve the majority of calls at source. The person in this role will be dedicated to customer service and resolving queries with a high degree of quality and accuracy, and will also demonstrate good judgement to interpret the customers need and appropriate response.

Top Accountabilities:

  • Delivers service to agreed performance levels and beyond. Collaborates with other teams to reduce handoffs and complexity for the customer. Specific SLA targets relate to: Call abandonment rate, Speed to close queries and Customer Satisfaction. Specifically:

  • Processes all incoming calls and emails into activities, redirecting to other First Point teams where appropriate

  • Resolves all queries possible including investigation and customer interaction

  • Make immediate data changes to employee information in systems or files. Receive, scan and file supporting documents where required

  • Involvement in specific projects throughout the year. Eg. Annual reward cycle, organization restructure support etc. Including planning, team work and execution

  • Creates accurate support documentation for all employee lifecycle events, secures approval as required, issues, tracks and files o Manages activities relating to all workload on case management system, including comprehensive notes and audit trails 

  • Provides excellent customer experience by owning issues, managing expectations and closing the loop for employees, line managers and HR colleagues.

  • Active ambassador for the HR model in the business, coaching employees and managers through their People Processes, on the use of Workday self-service, about Compliance requirements and also how to best leverage HR support

  • FirstPoint Analysts are expected to act as subject matter experts on Workday

  • Provides feedback for Continuous Process improvement through diagnosing, investigating and recommending solutions

  • Ensure compliance requirements are understood and adhered to in relation to process execution and ways of working and that all CARM controls are upheld within the team and with customers. Zero breaches of data privacy, security or COBC policies.

  • Excellent team player - collaborating with others to ensure service continuity, great customer experience, mutual learning and growth and overall reputation.

Qualifications and Experience Required:

  • Experience in HR is desirable.

  • Experience working in a Shared Services environment also advantageous. 

  • Prior experience in delivering excellent customer experience is essential.

  • Experience of working in a high paced environment, deliver to tight deadlines and managing expectations of stakeholders Skills & Knowledge

  • HR systems or related technology or an aptitude to quickly pick up systems and applications

  • Aptitude to quickly pick up technologies in using new systems and applications

  • Strong Microsoft Office skills including Word and Excel

  • Languages: Fluent, native English is an essential pre-requisite

External Job Title:

HR Analyst



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