Manager HR Operations

Job Description

About us:

With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 27,000 talented people come together at Diageo to create the magic behind our much-loved brands.

Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of.

With diversity at our core, we celebrate our people's individual passions, commitments and specialist skills. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential.

Context Scope

Through managing the advisors, the role is responsible for providing end to end support to the respective country or countries. This role holder is accountable for ensuring capability, awareness, and monitoring is happening to drive the right outcomes. As a key member of the operational management team in First Point, the role will drive overall team performance and deliver projects through excellent planning, collaborator engagement, and management, with a focus on prioritisation and delivery. The role holder will partner with the respective country or countries to embed the HR model and enhance total functional service and performance.

Dimensions

Financial

Responsible for supporting efficient HR Operations delivery and ensuring resources are used effectively to meet service and performance expectations.

Market/Role Complexity

Supports end-to-end HR service delivery across the respective country or countries and partners with multiple stakeholders across HR, business, and operational teams.

Leadership Responsibilities

Manages advisors and contributes to building capability, awareness, monitoring discipline, and team performance across HR Operations.

Purpose of Role

To lead and coordinate HR Operations delivery for the respective country or countries, ensuring strong service performance, team capability, effective stakeholder engagement, and continuous improvement.

Top 3-5 Accountabilities

Lead talent to recruit, develop, and sustain an engaged, empowered, and focused team that is passionate about compliance, customer experience, and consistently high standards of performance.

Champion the adoption of AI within HR Operations by integrating AI tools into team workflows, improving productivity, coaching teams on responsible AI usage, and embedding a culture of continuous learning and innovation

Create a high-performance culture in the market pods and wider HR Operations team by leveraging planning, metrics, and customer insights to consistently meet agreed Service Level Agreements.

Focus on ensuring the team delivers superior customer experiences through capability building, stakeholder management, and service excellence.

Embed continuous improvement and work directly with customer groups to resolve service issues or complaints, representing First Point to identify the best solution.

Partner with Payroll, GM, Global Transition, and other HR teams to ensure a strong end-to-end HR experience for customers and support project delivery.

Qualifications And Experience Required

• 8–12 years of experience.
• Exposure to HR systems such as Workday or related technology is highly desirable.
• Previous people management experience with a large, multi-lingual team would be ideal.
• Experience engaging, motivating, and influencing a variety of stakeholders is required.
• Ability to build credibility with line managers, employees, and other HR teams.
• Ability to demonstrate delivery against rigorous SLAs and performance levels.
• Ability to identify and deliver continuous improvement initiatives.
• Ability to lead change control.
• Experience in a customer service environment.
• Experience in process design and implementation.
• Ability to think ahead and anticipate customer needs.
• Understanding of HR policies, procedures, and practices is advantageous.