Analyst, HR Shared Services Advisor

Mitsubishi UFJ Financial Group, Inc. (MUFG) is one of the world’s leading financial groups. Headquartered in Tokyo and with over 360 years of history, MUFG has a global network with around 3,000 offices in more than 50 markets. The Group has over 180,000 employees, and offers services including commercial banking, trust banking, securities, credit cards, consumer finance, asset management, and leasing.

As one of the top financial groups globally with a vision to be the world's most trusted, we want to attract, nurture and retain the most talented individuals in the market. The size and range of MUFG's global business creates opportunities for our employees to stretch themselves and reap the rewards, whilst our common values, to behave with integrity and responsibility, and to build a culture which is fair, transparent, and honest, underpin everything that we do.We aim to be the financial partner of choice for our clients, whatever their requirements, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

Please visit our website for more information - mufgemea.com.

The HR Shared Services department is a key service delivery team sitting with the HR Division providing support and service to all employees across the business.

HR Shared Services are a critical team supporting employees and managers including the HR COEs and HRBPs while also ensuring focus on the legal and regulatory requirements for the countries and regions it supports.

NUMBER OF DIRECT REPORTS

N/A

MAIN PURPOSE OF THE ROLE

• This job sits within the London HR Shared Services Team in the UK, servicing all UK employees and London based HR Team. This is a key, client-facing role, delivering quality HR Shared Service support and advice to all MUFG employees and HR.
• This is the first point of contact for HR Shared Services support and will be responsible for establishing and preserving strong relationships with internal clients, providing accurate and timely customer service and resolving HR transactions and administration, including complex issues, within agreed service levels. The job holder has ownership and accountability for managing the resolution of customer issues.

KEY RESPONSIBILITIES

• Respond to and resolve tier 1 level support to all employee/stakeholders at all levels within MUFG, keeping key stakeholders updated on the status of tasks and deliver to commitments made to the client
• Create, assign, escalate and resolve cases in accordance with standard operating procedures, policies and service level agreements whilst building trusted relationships to effectively collaborate and resolve issues
• Process routine system transactions with adherence to established procedures and deadlines for completion
• Ownership for the investigation and resolution of complex customer escalations/complaints and urgent exceptions from within aligned business area or junior members of the HR Shared Services team
• Advise line managers on policy and procedure escalating where appropriate to the HR Shared Services Manager or HRBP as required (escalation matrix to be defined)
• Data entry and data maintenance in Workday or other business systems, completing payroll instructions (in consultation with clients where required), and other employee correspondence.
• Ensure all services delivered are done so in accordance with agreed policies and procedures and contribute towards delivering a high level of client service
• Administration of the end to end HR employee lifecycle processes including but not limited to management of leave of absences i.e. maternity, paternity, shared parental leave, dealing with all first line employee enquiries, Data Entry Transactions into Workday or other business systems, payroll instructions, management of leaver process including exit interviews etc.
• Manage queries and process actions as per the relevant Inter-Department Agreement with each HR Centre of Excellence including but not limited to Benefits, HR Advisory, Learning and Development, Organisational Development and Performance
• Act as the ‘Account Manager’ for HR Advisory function areas which are within remit, providing support and service delivering HR Shared Service duties, working closely with the HRBP of that area to provide a quality service for items as per Inter-Department Agreement for HR Advisory
• Providing support for employee relations matters in line with ER matrix Data maintenance in relation to all employee information, championing data integrity and utilising the system to its full capability. Ensure adequate controls in place to reduce errors. Ensure appropriate internal procedures and controls are in line with best practice HR
• Responsible for the document management processes within HR Services, ensuring that all required documentation is filed/scanned accordingly to employee personnel records and archiving
• Additional duties as required to support the HR Shared Services team in various HR projects, providing HR Shared Service input to business requirements and operational readiness identifying opportunities to improve working practices
• For aligned HR Business area, complete quarterly reporting for absence, Mandatory Leave and attrition to highlight areas of concern with Line Managers and HRBP.
• Leading, advising and coaching HR Shared Services Administrators on employee matters whilst sharing best practice and knowledge across the team
• Being available to support HRBP when out of the office and encouraging queries to be diverted to the relevant mailboxes
• Maintaining Tier 0 information shared on the Intranet or other MUFG tools to ensure correct information available for clients. Performing an annual review and creating additional FAQs for further Tier 0 support.
• Coach managers and employees to use Tier 0 tools where available, and educate on Workday processes and user guides

WORK EXPERIENCE

Essential:

• Experience of working in a HR shared service or generalist environment, preferably in Financial Services or other Regulated sector.
• Broad HR knowledge and understanding of working practices and employment legislation
• Process mapping experience
• Understanding the needs of the employee/ stakeholder and prioritising to ensure 'client' satisfaction.
• Awareness of how current legislation impacts employment practices
• Experience of managing transactional Employee Relations activity within defined process, and understanding of when escalation is required due to increased litigation risk or process failure
• Experience of partnering with the business as a generalist HR professional and being confident with advising according to policy, process and legislation
• Previous HR/ER advisory experience to case management level within a shared service centre or head office environment

Preferred:

• Experience of working with ticketing system / Service Now preferred but not essential.
• Proven experience in HR within an Advisory HR role; advising, influencing, delivering HR solutions in a pragmatic manner to support business needs

SKILLS AND EXPERIENCE

Functional / Technical Competencies:

Essential:

• Awareness of how current legislation impacts employment practices.
• Ability to communicate effectively, informatively and with sensitivity, with a wide range of employees to maintain confidentiality and inspire trust.
• Results driven, with a strong sense of accountability whilst comfortable making strong decisions demonstrating the ability of having sound judgement
• A proactive, motivated approach
• Ability to manage conflicting priorities and re-prioritise work accordingly
• A structured and logical approach to work whilst considering innovation
• The ability to manage large workloads and tight deadlines and maintaining a calm approach, with the ability to perform well in a pressurised environment
• Proven experience working with Workday
• High level of literacy and numeracy sufficient to undertake complex letter writing and reports, statistical analysis of performance data and complex calculations

Preferred:

• Secondary language is preferable but not essential

Education / Qualifications:
Essential:

• Level 5 CIPD, or continuous education e.g. Masters in HR
• Professional Human Resources/business certification or equivalent industry experience desired

Preferred:

• A degree in Business Administration, Human Resources or an equivalent/relevant field required

PERSONAL REQUIREMENTS

• Sound IT knowledge and skills
• Strong quantitative / numerical skills
• Clear communication capability with strong influencing and negotiation skills
• Strong presentation skills
• Excellent attention to detail and accuracy
• Strong problem solving skills
• Excellent interpersonal skills
• Excellent Microsoft Office skills
• Strong interpersonal and cross border networking skills
• Ability to prioritise workload to manage projects and multiple responsibilities

Integrity and Responsibility

• Balance Risk with Opportunity
• Customer Focus
• Demonstrate Global Perspective
  

Professionalism and Teamwork

• Collaborate and Build Partnerships
• Communicate Effectively and Professionally
• Drive For Results
  

Challenge Ourselves To Grow

• Lead Change and Seek Continuous Improvement
• Think Strategically
• Influence and Inspire Others

PERFORMANCE AND DUTIES

The role holder will be assessed in accordance with their employing entity’s performance framework and process with relevant input obtained from the dual hatting entity as relevant.

As duties and responsibilities change, the job description will be reviewed and emended in consultation with the role holder. The role holder will carry out other duties as are within the scope, spirit and purpose of the role as requested by their line manager or Department Head.

MANAGING CONFLICTS OF INTEREST

• The role holder will have responsibilities for both MUFG Bank and MUFG Securities EMEA plc.
• The role holder will be required to perform their duties and responsibilities on an entity neutral basis, without favour.
• The role holder is required to follow regulatory requirements applicable to ensure each business is appropriately supported and to maintain the legal entity integrity of each of MUFG Bank and MUS.
• Working terms are dictated by functional mandates, the terms of the Dual-Hat Arrangement Agreement in place between MUFG Bank and MUFG Securities EMEA plc and any other relevant agreements entered into between MUFG Bank and MUFG Securities EMEA plc.
• The role holder will have responsibility for identifying and resolving where there may be a difference or conflict in needs between MUFG Bank and MUFG Securities EMEA plc, escalating to their manager where required.

We are open to considering flexible working requests in line with organisational requirements.

MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion or belief and marriage or civil partnership.

We make our recruitment decisions in a non-discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.