The BBC World Service is the world's largest international broadcaster, broadcasting radio and television news, speech and discussions in 29 languages to many parts of the world on analogue and digital shortwave platforms, Internet streaming, podcasting, satellite, FM and MW relays. It was announced in November 2016 that The BBC World Service will start broa...
Read more about this company
This role will play an integral part in the management and delivery of service to the business.
Responsible for supporting organisation effectiveness by developing and implementing solutions aligned to strategy.
The role manages Africa team performance, ensures accountabilities are clear and implements performance improvement initiatives
The role ensures that sufficient resources and skills are available to deliver good service for their area of accountability (Africa)
Main Responsibilities
Where relevant, to manage team resources, allocate work and monitor workflow across the team
To ensure self and team resources are following clearly defined HR processes delivering answers to queries and services in line with defined SLAs
To ensure collaboration across Specialist Teams/Service Centre to deliver services and promote a culture of continuous improvement
To act as a point of escalation for complex queries and requests received by the team, ensuring they are either resolved or managed appropriately
To raise and review repeated problems or issues and set plans and resources to resolve them; or set out proposals and options to improve
To support projects being delivered by BBC People, ensuring team resources are correctly managed
To work in partnership to improve the customer experience through the analysis of case load, identifying trends and undertaking improvement action
To provide intelligent reporting to support and maximise business performance
To work with HRBPs and leaders across the BBC HR to deliver and improve SLAs and thereby demonstrating added value to the business
To foster a culture of service excellence, role-modelling this and coaching team to deliver customer care
Are you the right candidate?
Experience of delivering HR process, initiatives and services; proficiency in generalist HR experience in Kenya and the eastern parts of Africa
Basic computing and telephony skills
Prior experience of working with systems (such as SAP)
Proven ability to successfully deliver practical results against time and performance indicators
Strong interpersonal skills and ability to develop, maintain and enhance relationships with a variety of contacts; strong influencing and persuading skills
Analytical skills and the ability to resolve logistically complex problems
Compares and contrasts situations and information, identifying patterns and trends which inform subsequent decisions
Creates a sense of team spirit, encouraging shared ownership of objectives and deliverables
Leads delivery at a team level by prioritising and setting clear milestones and measures
Encourages others to act in line with organisational standards and frameworks
Use of process improvement tools and their application
Ability to support and lead and deliver large scale projects across organisation(s)
Gmail
Yahoomail