Job Description

The Advisor - People & Culture (P&C) acts as a first point of contact for employees by providing accurate, timely, and policy-aligned HR support across the hire-to-retire employee lifecycle.
This role operates in a high-volume HR shared services/contact centre environment, handling employee queries through calls and ServiceNow cases, while ensuring compliance with policies, SLAs, and quality standards.
The advisor also plays a role in continuous improvement, self-service adoption, and operational efficiency within the P&C function.
Key Responsibilities
Employee & Stakeholder Support

• Provide timely and accurate HR advice to employees on P&C policies and processes via inbound/outbound calls and ServiceNow cases
• Act as a trusted advisor for people-related queries, escalating complex cases where required
• Maintain strong working relationships with internal stakeholders and SME teams

Case Management & Service Delivery

• Respond to employee cases via ServiceNow within defined Service Level Agreements (SLAs)
• Ensure high-quality case resolution while meeting productivity and customer satisfaction targets
• Accurately record and manage HR transactions and Real-Time Management (RTM) tasks

Self-Service & Knowledge Enablement

• Promote employee self-service by guiding users to relevant Knowledge Articles in the ServiceNow portal
• Educate employees on available tools and processes to reduce repeat queries

Continuous Improvement & Compliance

• Identify opportunities to improve HR processes and service delivery
• Proactively adhere to risk frameworks, data accuracy, and P&C quality standards
• Contribute improvement ideas that enhance operational efficiency and employee experience

Skills Required