Job: Analyst, TDC Response Team

OCCUPATIONS: General/Other: Accounting/Finance

About the Position:

Monitor and analyze data and activities of the Response Team to provide relevant and up to date information to support decision-making and the effective working of National Grid. Specific focus and experience in the area of Employee Services, Payroll, Time & Attendance, and Human Resources policies.

               

Position Responsibilities (including but not limited to):

·         Proactively research, produce, monitor and analyze, policy or other information to enable analysis of key themes and trends specifically related to the areas of employees services, payroll, time and attendance, and human resources 

·         Manage the day to day relationship with relevant internal parties or employees in order to understand their requirements, deliver appropriate, customized solutions and advice, and build cross-functional working in line with TDC and the Response Team policies and processes.

·         Assist and coordinate work on projects (i.e. IVR enhancements, Quality Monitoring, SAP, etc.) by contributing to developing project standards and processes to improve project delivery within the Response Team function. 

·         Keep up to date with market/regulatory developments within own profession/discipline in order to ensure the optimization of best practice for National Grid. 

·         Review and monitor the work of others; providing technical guidance when required, to ensure accuracy and timeliness of information.

·         Monitor performance of allocated staff including procedure development and quality assurance in coordination with SOX controls as well as operational controls for the company, in an effort to manage data integrity for employee master data in the ERP system (SAP) poor standards of work in order to ensure that work is carried out efficiently and effectively and feedback is given timely.

·         Oversee the operational workload of an allocated team within response team ensuring allocated staff is fully utilized in order to deliver against agreed program of work.

·         Implement procedural best practice in order to ensure all working practice (and where relevant, health and safety standards) are compliant with National Grid policies and regulatory requirements.

 

Knowledge & Experience Requirements:

• Bachelor degree preferred


• Previous work experience in contact center operations and work process.


• Minimum of 6 years  in-depth experience of a field or multiple fields of work processes, such as Payroll, Employee Services, HRIS, Human Resources and Time and Attendance *


• Understanding of project management techniques and methods.


• Knowledge of relevant industry practice and legislation. Knowledge of current trends within the industry and developments in legislation or regulation.


• Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).


• Experience and proficiency in relevant company related IT systems, SAP experience required. 

This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills. 

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National Grid values and celebrates a broad diversity of talent, knowledge, experience and expertise.  We foster a culture of inclusiveness that drives employee engagement to deliver superior performance to the communities we serve.  National Grid is proud to be an equal opportunity employer.

More Info and Application