Process Specialist

rables:** Overall Purpose:
Working within a shared service centre environment to provide in-depth desk-based support and guidance on various ER cases, including complex matters, across the client business, ensuring cases are handled expediently in a professional, commercial and practical manner and with regard to minimising cost and litigation risk.

• Proactively manage a wide variety of manager led employee relations cases by phone and email to resolution.
• Case management of various types of case including but not limited to long-term sickness, disciplinary, grievance, client removal, redundancy, capability.
• Gather relevant facts for each case to ensure the advice given is the most appropriate in the circumstances.
• Take necessary steps to resolve cases promptly and drive achievement of critical SLAs.
• Highlight high risk cases, trends and management capability issues as appropriate, for the relevant sector in the client's business.
• Support with ER letter drafting including the formation of allegations and outcome letters.
• Review and advise on case evidence/notes and procedural correspondence.
• Coach, guide and influence managers to take the best approach to dealing with employee relations issues.
• Identify opportunities for policy / procedural improvement and report to Team Lead.
• Draft and agree an effective OH referral form and liaise with OH provider in respect of the referral/appointment, as necessary.
• Manage and maintain HR systems, recording all ER cases in a case management system.
• Build and maintain strong working relationships with key client stakeholders.
• Provide an excellent customer experience to the client, influencing and challenging line managers where appropriate.
• Liaising effectively with other internal departments and external teams.
• To support colleagues in the wider team as and when required.
• To contribute to improvement of team processes/systems/ways of working in accordance with Infosys' continuous improvement ideology

Essential Criteria:

• Previous experience of advising and supporting managers with complex ER issues
• Strong communication and influencing skills with the ability to interact across all levels of management
• Strong customer focus
• Strong attention to detail, problem solving ability and ability to deliver results to deadlines
• Strong understanding of Employment Law
• Good interpersonal skills
• Good written communication skills
• Good IT skills

Desirable Criteria:

• Previous experience of working to challenging SLAs/KPIs
• Previous experience of dealing with volume case work
• Good knowledge and experience of Irish employment law and practice
• Experience liaising with IBEC

10 Role Designation: Key Indicators: Quality Knowledge & Continuous Improvement Management:

• Thorough grasp of quality procedures and techniques
• Working knowledge of principles of control measures
• Basic understanding of specific change management processes

SLA & Performance Management:

• Sound understanding of process performance measurement, reporting and tracking requirements
• Working knowledge of risk mitigation practices to identify and manage the risk and liabilities
• Able to generate accurate reports and highlight issues

Client Centricity & Business Metric Management:

• Broad understanding of complaint handling guidelines and procedures, client business and key metrics
• Able to enhance effectiveness of own process

Building Teams: Process Specialist Analytical Ability:

• Looks at data from multiple sources and integrates data/inputs
• Able to build cause effect linkages to arrive at key issues
• Able to assess the pros and cons of all the alternatives to arrive at the optimal solution

Learning & Innovation:

• Seeks new thinking in the group actively seeks ideas from the team
• Drives and supports the team in establishing effective learning goals
• Creates opportunities for team to pilot new ideas to completion

High Impact Communication:

• Able to assess the target audience need, prepares and practices a logical flow
• Able to articulate own point of view based on assessment of multiple point of views