Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic

Jan Mercer

Denny,Falkirk

Summary

Driven individual with exceptional communication and problem-solving skills, demonstrating proficiency in conflict resolution and team collaboration. Background in customer service and administration, showcasing transferable skills in managing complex and demanding employee relations cases whilst maintaining accurate records. Dedicated to fostering positive workplace culture and optimising HR processes in an HR Advisor role.

Overview

20
20
years of professional experience
6
6
years of post-secondary education

Work History

HR specialist

M&G plc
Stirling, Central Scotland
01.2018 - Current
  • Manage complex employee relations such as absence, grievance and conduct cases to resolution (up to executive level)
  • Coach and Mentor (up to Executive level) both managers and colleagues around sensitive situations confidentially
  • The dedicated point of contact supporting all Senior and Executive UK and International external hires, through their full onboarding journey, from offer stage to their first day in the business, including preparing and issuing contracts with complex buy outs/guaranteed bonuses, supporting on benefits queries etc and overseeing their background and Right to Work checks
  • Works collaboratively across all areas of HR to best support managers/colleagues across the business ensuring all processes and escalations were followed within our risk framework and all queries were resolved positively
  • Oversees the HR Colleague experience and Governance teams internal risk reporting and governance, identifying risks and working towards solutions to close the gaps in line with GDPR
  • Customer Experience Champion, supporting both managers/colleagues across the business through considerable change driven by sizeable transformation projects
  • Responsible for driving our 'Customer at the heart of what we do' initiative by seeking opportunities to improve the customer journey with positive outcomes

HR Advisor

M&G plc
Stirling, Central Scotland
05.2015 - 01.2018
  • Carried out all end to end HR and pay related changes linked to the employee lifecycle, within our policy and risk appetite
  • Provided expert advice on a range of generalist and employee relation matters
  • Attended formal meetings such as disciplinary, grievance, absence meetings as an HR advisor and or note taker
  • Responsible for reviewing and updating role profiles in line with Organisational design changes, using own judgement within control matrix, identifying and collaborating with Reward when they need to be re-evaluated
  • Supported the development and implementation of HR initiatives, across the HR community and wider business positively
  • Directly contributed to ongoing effective working relations with recognised trade unions and M&G's in house consultative body by being a valued Colleague Ambassador


Customer Relationship Manager

M&G plc
Stirling, Central Scotland
02.2005 - 05.2015
  • Championed the Vulnerable Customer initiative across the department by designing and implementing a new framework to safeguard our most vulnerable customers
  • Developed strong customer relationships assisting them with queries and educating them on complex retirement options allowing them to make informed decisions around their money would work best for them
  • Ensured compliance to regulations whilst maintaining quality standards in service delivery.
  • Managed complaints, resulting in increased customer loyalty.
  • Liaised between customers and internal departments, facilitating smooth operations.

Education

A-Levels - Standard Grades

Denny High School
Denny
08.1989 - 05.1995

Higher National Diploma - Civil Mediations Council (CMC) Internal Workplace Mediator

Pragmatism Mediation
Nottingham
09.2022 - 09.2022

Diploma of Higher Education - CIPD Associate Diploma in People Management Level 5 (willing to study towards)

CIPD

Skills

  • Strong culture change implementation
  • Proficient across HR platforms - Workday, Peoplesoft and Servicenow
  • Strong disciplinary process understanding
  • Excellent understanding of GDPR requirements
  • Equal opportunities compliance
  • Microsoft office suite mastery
  • Leadership assessment techniques
  • Excellent grievance handling aptitude
  • Employee relations proficiency
  • Good knowledge of employment laws
  • Job description creation
  • Experience with onboarding platforms
  • Employment law knowledge
  • Very strong employee engagement
  • Excellent and influential communicator both written and verbal
  • Strong listening and questioning skills
  • Good motivational team player
  • Good conflict Resolution
  • Creative thinking

Affiliations

  • Travel is a real passion of mines, I love experiencing new and diverse traditions and cultures aswell as the many beautiful countries along the way

Accomplishments

I was selected to attend the revolutionary Culture and Behaviours Transformation workshop via the UK based company 'Upping your Elvis' in 2018, where my passion for supporting change and helping my colleagues was ignited

References

References available upon request.

Timeline

Higher National Diploma - Civil Mediations Council (CMC) Internal Workplace Mediator

Pragmatism Mediation
09.2022 - 09.2022

HR specialist

M&G plc
01.2018 - Current

HR Advisor

M&G plc
05.2015 - 01.2018

Customer Relationship Manager

M&G plc
02.2005 - 05.2015

A-Levels - Standard Grades

Denny High School
08.1989 - 05.1995

Diploma of Higher Education - CIPD Associate Diploma in People Management Level 5 (willing to study towards)

CIPD

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Jan Mercer