The Requirements
We're hiring within the Specialist HR Advisory team, based in Edinburgh. This is a 9 month fixed term contract, and will be Part Time, ideally 3 days per week, however, we are flexible to discuss arragements.
As part of a large team providing timely employment law advice to first line managers, this is a widely varying and rewarding role supporting our employees.
Purpose of the role - how it adds value
Provide, primarily phone based, professional advice to line managers of all levels across all divisions in the UK and Ireland, on wide ranging business issues relating to all HR policies
Provide case support to line managers for Written Warnings, Written Warning appeals, Informal Grievances, investigation of linked disciplinary cases and also for GM Suspension decisions.
Case Management of complex absence cases, Suspension cases and GM Further Investigation Required cases.
Minimise risk to the business by ensuring a consistent approach to diagnosis of the issue and the subsequent advice
Details of the case and consequent advice are captured in a concise yet comprehensive format allowing an audit trail and the production of accurate MI
Proactive contribution to the development of continuous improvement and to broader departmental projects and initiatives
Protect the reputation of Group HR function and of RBS as an employer of choice
Deliverables:
Provide consistent telephone based advice on a range of often complex people scenarios to line managers of all levels in all divisions across the Group in the UK and Ireland.
Through skilled and in-depth probing, make an assessment of the situation and advise a realistic business focussed solution, taking into account Group policy and Employment Law, and making the line manager aware of any associated risks with the agreed way forward
Assessment and advice to take account of divisional strategic awareness and local business practices as well as employment law, RBS policies/ procedures and precedent
From diagnosis, apply experience and personal professional judgement to make an appraisal of the level of risk and the requirement for referral, or, in set down criteria, to escalate for case consultant support, or seek further specialist/ legal advice
To always take account of demanding SLAs to prioritise calls and cases, adopting a risk based approach to the level of support provided
Adapt communication and influencing skills as appropriate in order to reach appropriate and mutually agreeable outcomes
Ensure customer is appraised of the expected route a case may/will take and co-ordinate activities to ensure all relevant information is available and documented
Advise on suspension where appropriate, following an assessment of, and advice on the potential risk to the business
Identify any potential significant legal or reputational risks resulting from recommendations not being followed by the business and escalate to Team Manager and/or Business Partner and HoER, via the risk and observations process
Provide effective coaching for customers on the phone, assessing their level of experience and capability, providing a relevant level of coaching and guidance to enable them to manage the scenario
Record all cases in a constructive, clear and concise manner to allow accurate MI to be produced, always taking into account appropriate data protection legislation around holding of sensitive data.
Maintain a sound knowledge of general employment law and best practice and take personal responsibility for keeping abreast of developments within the HR industry as well as RBS HR and the wider organisation
Proactively support ongoing continuous improvement across the P&A operation, by putting forward ideas for process, customer or people engagement improvements, thereafter working as part of project teams to implement solutions
Gather customer feedback via appropriate channels, monitoring results and building any learnings into PDP.
In the interests of continual quality improvement, highlight any anomalies within the application or interpretation of Group Policy to contribute to Policy development
Support proactive business initiatives and Back to the Floor visits, Line Manager training etc.
Complies with relevant Group Policies, testing and certifying (or considers and escalates) the adequacy and effectiveness of the business’s controls on a regular basis
Establishes and documents (or follows and/or maintains) operating procedures which include relevant controls to meet Group and local policy requirements
Experience:
Previous experience of working in a professional HR advisory capacity incorporating relationship management and coaching
Risk assessment
Skill to probe and separate complex issues when evaluating a situation
Thorough working knowledge of HR policies and procedures and employment law interpretation
PC skills and knowledge of HR systems
Other Significant Role Requirements:
A polite yet commanding telephone manner is essential in order to gain professional respect and buy in
Ability to probe complex situations and present a logical and coherent argument to support advice offered
Handle conflict effectively and influence
Knowledge of wider HR and the model under which it operates
Knowledge of the RBS group and the industry sector in general
Display a positive attitude to your customers, team, department and wider HR in order to help create a positive working environment.
Driving customer excellence by suggesting and taking forward improvements where possible.
Work in conjunction with team members to achieve challenging SLA’s
Ability to handle confidential and sensitive information with confidence and discretion
Scope of Role:
Each case will require a personal, professional assessment of the facts and advice given will be within the boundaries of the business, the law and HR best practice. The assessment made and advice given at this stage will be critical in shaping the case
The management of each case offers the Advisor an opportunity to build a relationship with the business and to develop the skills of the customer
Technical Knowledge:
In-depth understanding of in-scope policies and a broad understanding of additional RBS policies
Thorough knowledge and understanding of general employment law and best practice