HR Operations Specialist

We are looking for a HR Operation Specialist to join our Global HR Operations team here in London!

Join us in shaping the magic behind the scenes!

Our Global HR Operations team is responsible for the strategic development and execution of HR services and information to employees, managers, and HR partners throughout the Enterprise.

The successful postholder will play a key role in providing excellent customer service by administering accurate, efficient, and effective processing of HR transactions in accordance with various local and regional HR policies, practices, and legislation. A foundational understanding of HR principles, practices, and regulations to the relative country location is required.

This role provides inquiry services, transactional and administrative support to all levels of employees, including executives, across the region. Responsibilities include responding to a large quantity of inquiries via case tool, email, Live Chat and face to face and conducting transactions across multiple systems. The HR Specialist directly influences the employee experience throughout the employee lifecycle. The role will be called upon from time to time to support special projects arising from rapidly evolving development of the organization.

Please note: This role will be based in our London Hammersmith office, 4 days a week, with either Monday or Friday working from home.

Values

You’ll join a team grounded in our Disney values — acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day.

What You Will Do

Enterprise Inquiries

• Respond to a large volume of inquiries across the entire span of the employee lifecycle on HR related topics inquiries via any of the Global HR Operations service delivery channels. Intake, apply and interpret applicable policies to specific transaction types e.g. leave, separations, pay changes, position changes, etc. Research and resolve according to the defined scope and in alignment with local and regional legislation.
• Utilize knowledge management tools to provide accurate and timely information to requestors across the region and different lines of business. Provide accurate policy information and guidance to employees in written or face-to-face regarding Leave of Absence e.g. maternity, paternity. This requires understanding of statutory entitlements and the internal Disney policies pertinent to the employee's segment and country of employment.
• Respond and utilise the case management tool optimally to document the details of employee inquiry information, and at each opportunity ensuring that employees are encouraged to refer to existing policies and articles.
• Conduct routine transactions specific to role following the standard operating guidelines; HR Specialist will also be responsible to suggest improvements to existing guidelines and/or can be responsible to maintain or create new guidelines, where required
• Understand and build relationships with main points of contacts across the region to effectively respond to enquiries from employees, including internally with Global HR team and more broadly e.g. HR Centers of Excellence, Payroll Team, IT, Facilities, Finance etc.
• Working with external benefits providers to keep employee information up to date. 

Transaction Processing and Tracking

• Manage the leave of absence process in close collaboration with HR/ ER teams to ensure accuracy in maintaining the HR system of record, Payroll processing, updating employee file, adjusting benefits and so on.
• Responsible for drafting employee paperwork and taking ownership to ensure signatures are gathered accordingly.
• Maintain employee documentation in the HR Database and any physical files required. Intake requests and transact high volumes of inputs and changes to the HR system daily and ensure follow-up through to completion. Assess integration of data between systems; understand internal procedures where there is an integration failure.
• Ensure data accuracy, reliability, security, and completeness. Ability to keep up to date on change to process.
• Maintain accurate and updated documentation related to the job, including SOG’s (Standard Operating Guides) and training materials reviewed with the latest updates. Clear communication, organization and team working skills to be able to work closely with other colleagues for sharing tasks and incoming work.
• Create appropriate process and tools to project manage through key milestones associated with probationary periods, contract extensions, Fixed Term Contract review process, Maternity / Paternity leave, and other applicable leaves.
• Intake, translate review and load data for payroll purposes either within the HR system of record or offline (including annual leave quotas, severance payments, absence data). Attention to detail and knowledge on payroll processing is critical.
• Understand the downstream impact for transactions across the different segments including payroll, IT, facilities, for example.
• Ability to identify and handle a DSR (Data Subject Request) in partnership with the Privacy team to ensure the Company remains compliant with GDPR rules.
• Protect our employee and company data at all times, being aware of our internal processes for sharing sensitive information, adding additional verification steps where necessary

Customer Services

• Provide excellent and efficient customer service. Display a professional and ‘can-do’ attitude. Ensure thorough follow up through to resolution.
• Recognize and escalate customer issues by reviewing individual case history.
• Ability to provide information and guide employees with ease, in a group setting or on an individual basis e.g. to deliver induction presentations to new starters; to hold one-on- one meetings with employees to provide policy guidance.
• Identify inquiries for triage to other key teams in the organization.
• Look for opportunities to improve the GHRO Service Delivery and bring forward suggestions for enhancement.

 Systems Knowledge and Reporting

• This role requires existing knowledge of HR systems: SAP, Workday, Time recording systems, ServiceNow (case and knowledge management system) Microsoft Office suite software, and others specific to the work.
• Use working knowledge in any software that might come to use within the GHRO scope.
• Identify failures and inconsistencies in the software used to perform the job by escalating to the management or the relevant team.
• Provide support on systems knowledge to the junior team members as well as with more complex/atypical transactions.
• Ability to understand, translate and advise HR stakeholders with system inquiries in detail, from onboarding through to separations
• Time and Absence system sustainment (e.g. SAP, Workday, Prime Time, Waypoint, Zucchetti)
• This role may require involvement in HR system testing for new releases or enhancements
• May be required to run or analyze cyclical or ad hoc reporting from HR systems.

Problem Identification

• Identify opportunities in content in ServiceNow / D Tools HR.
• Identify opportunities in process steps and tee up recommendations for change.
• Participate in process development and improvement.
• Carry out peer checks on work for colleagues to uphold data accuracy

Required Qualifications & Skills

• Equivalent work experience in a HR Administration or HR Operations function       
• Fluent English and another European language
• Ability to drive HR processes and to deliver high-quality HR services in a fast paced, highly dynamic/changing environment
• Experience in delivering excellence in service
• Partnering skills and relationship building to be able to collaborate with different stakeholders and clients effectively.
• Problem solving and decision-making skills.
• Performs with knowledge and understanding of the broad company guidelines and policies.
• Very strong verbal and written communication skills including telephone, chat and email etiquette skills.
• Attention to detail.
• Strong organizational and time management skills with the ability to multitask and prioritize competing priorities in a fast-paced environment.
• Demonstrated ability to understand and apply legislation, policies, and procedures applicable to country and region.
• Critical thinking in order to provide excellent customer service and to identify/escalate other issues or root causes.
• Ability to identify daily operational gaps and proactively address them.
• Ability to identify patterns that could indicate systemic issues and feedback any findings to management.
• Demonstrated ability to adjust to change in a positive, productive manner.
• Ability to demonstrate awareness of and acknowledgement of market differences in legislation and culture.
• Capability to process and complete work / transactions across the region and the different lines of business.
• Be available and keen to receive training to broaden knowledge that is relevant to perform the role.
• Ability to meet established quality control standards and Service Level Agreements (SLAs).
• Ability to handle and secure confidential information with discretion.
• Demonstrated experience with multiple systems: Time recording systems, SAP, Workday, ServiceNow (case and knowledge management system, Microsoft Office software, Access database, and other systems specific to perform the work).

The Perks

• 25 days annual leave
• Private medical insurance & dental care
• Complimentary admission to eligible Disney Theme Parks, giving you the opportunity to experience the magic we create and make memories of your own. Admission is subject to availability, capacity restrictions, applicable rules, block-out dates, and eligibility requirements.
• Access to a wide range of Disney discounts on Disney merchandise, Disney Food & Beverage, Disney Resort Hotels, Disney Cruise Line, Adventures by Disney, National Geographic Expeditions, and more. Offerings are subject to availability and may be seasonal, and subject to applicable rules, restrictions, and eligibility requirements.
• Excellent parental and guardian leave
• Employee Resource Groups – WOMEN @ Disney, Disney Mosaic, Disney PRIDE, our disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

This position is with The Walt Disney Company Limited, which is part of a business we call The Walt Disney Company (Corporate).

To learn more about Disney's guidelines on the use of AI for candidates, click here.

The Walt Disney Company Limited is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, race, colour, religion or belief, sex, nationality, ethnic or national origin, sexual orientation, gender reassignment, marital or civil partner status, disability or pregnancy or maternity. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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