HR Portal and Contact advisor

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The HR Portal and Contact advisor is responsible for all aspects of the end-to-end user experience for HR Home globally. you will oversee: governance of the sites; management of content including delegating / escalating content changes as required, and the maintenance and on-going development of the sites including a focus on analysing service and on highlighting areas needing improvement and then determining the actions necessary to promote continuous improvement and efficiency.

Also responsible for aspects of the contact channels and actively work on projects to support transformation in improving and optimising the self-service delivery.

Key accountabilities include:

* Driving usage of online channels over other more expensive traditional channels e.g HRSD

* Supporting development projects, as required.

* Optimising contact channels to maximise self service and enable an improved digital experience to HR

* Management of content/global sites distributed evenly throughout the team

* Drive improvements for global sites to increase awareness and usage of HR Home

* Support SharePoint migration activities and redirecting content

* Support the activity to refresh and upgrade content to enable transformation

To specialise in a sub-set of the following:

* Reduces contacts into T1: liaises with HRSD to see where improvements need to be made based on analytics results (targets to be defined as part of efficiency objectives post-launch)

* Oversees content to ensure those updating site are adhering to governance procedures

* Coordinates and makes changes as part of the overall change governance process

* Undertakes regular spot-checks of content on HR platform and of relevant content on external platforms as required

* Works with team members to fill content gaps and drive improvements based on page contacts, contact drivers & advisor feedback

* Implements continuous improvement initiatives

* Work with LOBs / CoEs to ensure content remains up-to-date and fit for purpose

* Communicate outages (both planned and unplanned) to platform stakeholders and end users

* Ensure continuity of service by proactive management of the platform integrity, and support unplanned outage resolution as part of the wider service restoration team

* May be required to attend reviews as part of HRD senior leadership team meetings

* Contributes to and attends weekly HR team meetings to escalate issues / report progress

Measures of Success / KPIs

* Reduced number of calls into the HRSD (driven by continuous improvement)

* 95% of defects highlighted by the Portal Team to be managed within acceptable timescales (TBD)

* Resolution of all unplanned outages within an acceptable timeframe (TBD)

Nature of Internal / External Interaction

* Support HR Portal and Channels team

* Meet with the HR Operational team and helpdesk

* Meet with internal stakeholders and COE teams

The skills & experience you need

Experience

* Ability to work under pressure to achieve deadlines and targets

* Quick leaner and ability to research/follow instructions to execute a task

* Analytical thinking and reporting skills

* Experience of writing content on high traffic Internet / intranet sites and of publishing via Content Management Systems, (SharePoint experience preferential)

* Understanding of user and accessibility standards and brand policy

* Self-starter able to work in a fast paced environment

* Experience of working in a customer service environment

* Good knowledge of online best practice

* Knowledge of wider HR practices (preferred - not essential)

* Good understanding of SharePoint or other content management solutions

* Basic understanding of HTML coding would be an advantage (desirable)

* Proficient MS Office skills including Excel, Powerpoint and Word

Education

* Typically educated to degree level or minimum 2 years' experience working in related environments

* Six Sigma or Lean experience an advantage

Skills and behaviours

* Good commercial / business acumen

* Comfortable working in a distributed team across different levels (up to a band 3)

* Excellent analytical and presentations skills

* Excellent grammatical and editorial skills

* Excellent communication skills

* Demonstrated commitment to learning through continuous educational development

Technical skills

* Customer centric

* Performance measurement / monitoring

* Quality assurance

Please send in an up-to-date CV

LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.