Requisition ID 34398 Office Country United Kingdom Office City London Division Human Resources & Org. Development Full-Time/Part-Timeโ Full Time Contract Type Short Term Contract Length 23 months Posting End Date 11/03/2024
Purpose of the Job
The Knowledge Manager, HR Operations is responsible for driving correct and widespread usage of the Bankโs AskHR knowledge base to ensure both staff, alumni and external third parties are provided with the advice and information they require on HR policies and procedures.
The role operates at three levels:
- Being the first point of contact for any employee queries
- Maintaining the knowledge base for employees around HR policies and procedures.
- Being responsible for designing and delivering all change interventions to i) create capacity within the role to be re-invested in more strategic duties, ii) introduce new and emerging technologies to the helpdesk function and iii) facilitate service improvements across the department using trends and analysis of helpdesk activity
The role is highly focused on customer experience and service during and after the employee life cycle as well as achieving change and improvement outcomes.
Accountabilities and Responsibilities
Tier 0 (Self-service) Query Resolution
- Responsible for ensuring that the AskHR platform becomes the preferred channel for staff to resolve all basic HR-related questions. Using the data collected by the platform to ensure the:
- AskHR carousel always highlights the information that is considered most important to communicate to users at that point in time.
- Experience of using AskHR and the easy of that experience translates into giving time back to usersโฆenabling them to do more meaningful things that make a difference.
- Knowledge Based Articles (KBAs) created by Resolver Groups remain current, and are continually improved in response to user feedback.
- Resolver Groups receive regular feedback on their service levels (e.g. SLAs within tolerance) and understand where there are opportunities for improvement.
- Resolver Groups understand how to effectively leverage the platform to drive self-service; this will include sharing best practice for how to promote and communicate via KBAs in ServiceNow, and working with Learning and Development to design effective on-boarding training for new resolver group members which can then be delivered via the Bankโs Enterprise Learning Management Platform.
- Based on employee usage and data analytics, review which new ServiceNow enhancements are likely to increase the adoption and use of the platform by users so it is the preferred channel for staff to use to resolve all basic HR related questions. Advise and recommend to the AskHR Platform Owner on which of these enhancements HROD should consider enabling.
- Responsible for ensuring improvement of Support Letters; this includes understanding when new letter templates should be created/existing templates need to be adapted in response to user feedback and/or external factors, and collaborating with the Office of the General Council to ensure these are created/updated.
Tier 1 (Basic queries that canโt be answered by self-service) Query Resolution
- Drive a culture of users raising a ticket to resolve queries that canโt be answered by self-service.
Provide consistent and accurate responses to user queries, or triage queries to the appropriate Resolver Group for resolution. These responses must be people-centric and simple to understand with a focus on customer satisfaction and minimising re-opened tickets or unnecessary escalations. Tier 2 (Complex queries)
- Own the co-ordination and overall service quality of โcomplexโ queries. This will include working collaboratively with CoEs to ensure:
- A โseamlessโ user experience for those users who need to transition between AskHR and other CoEs to get their query resolved.
- CoEs are aware of any insights from the AskHR data set that are relevant to cases they are managing.
- Work collaboratively with Resolver Groups to, overtime, codify complex queries into i) upskilling points for the Knowledge Manager and ii) KBAs to increase the mix of queries that can be answered via Tier 0 (self-service) and Tier 1 (Basic Queries).
Root Cause Resolution
- Based on data analytics and employee usage, collaborate with Resolver Groups, People Analytics and the Change and Transformation Team to understand the root cause of why queries are being raised by users. Influence these teams to have interventions to fix issues at source which will enhance employee experience.
Continuous Improvement of HROD Products and Services
- Provide insights and feedback proactively to HRODโs product owners to ensure policies, products and services are designed in a way that minimises the probability that users raise queries. This includes:
- Understanding how proposed changes to policies and processes may affect query volumes and mix.
- Identifying themes/trends within the AskHR data set, which indicate where there are opportunities to make improvements to existing policies and processes.
- Provide early warning, by analysing indicators within the AskHR data set, of potential issues and influence HROD to make pre-emptive interventions to โnip them in the budโ before they develop into something more serious.
- Proactively identify opportunities to engage with the bank to push information to staff using historic trend data to pre-empt and avoid queries.
- Run regular workshops for department making sure new starters and existing HROD team members are adopting best practice in regard to platform use.
- Maintain the platform so it is providing the best user experience. This includes platform design, user interaction and look and feel.
- The role will be expected to be involved in a number of projects throughout the year providing advice on change management and how to optimise the Servicenow platform.
- Proactively Manage the knowledge articles for AskHR. Updating as necessary or retiring if redundant.
- Solicit and action feedback related to the employee experience elements of the askHR helpdesk
- Proactively manage the askHR helpdesk service to, over time, create material capacity for the role holder to re-invest into other strategic tasks related to the maintenance of internally facing HR knowledge (e.g. policies, processes, reporting)
- Provide insights and feedback proactively to HRODโs product owners to ensure policies, products and services are designed in a way that minimises the probability that users raise queries. This includes:
- Based on data analytics and employee usage, collaborate with Resolver Groups, People Analytics and the Change and Transformation Team to understand the root cause of why queries are being raised by users. Influence these teams to have interventions to fix issues at source which will enhance employee experience.
- Own the co-ordination and overall service quality of โcomplexโ queries. This will include working collaboratively with CoEs to ensure:
- Drive a culture of users raising a ticket to resolve queries that canโt be answered by self-service.
- Responsible for ensuring that the AskHR platform becomes the preferred channel for staff to resolve all basic HR-related questions. Using the data collected by the platform to ensure the: