- Good HR Shared Services Query Management experience
- Bilingual in French, Spanish, Italian or German
My client is a global biopharmaceutical company based near Uxbridge.
They are looking for HR Shared Services Associates to join their fast-paced HR Shared Services team and will be responsible for managing HR case management through self-service.
This is a 6 month contract, based 3 days on site and 2 days working from home
Essential Functions:
- Utilize case management system tools to respond to written inquiries from employees, managers, retirees, and family members regarding HR questions, issues, problems, and status changes within defined SLAs and quality measures
- Resolve Tier 1 cases in a professional, sensitive, and customer-focused manner in accordance with Company policies, procedures, and Service Level Agreement
- Escalate cases in accordance with, and as defined by HRSS policy and procedures to the appropriate team
- Interface with internal and external resources to furnish or obtain needed information to close cases not escalated
- Refer employees, managers, retirees, and families to HR self-service technology, outside vendors, or other resources as appropriate
- Meet or exceed goals and key performance indicators for optimal delivery of service to all customers
- Handles inquiries from internal and external partners with timely follow-up and feedback
- Assists with special projects to support HRSS
- Collaborate with other regional HRSS teams for alignment and knowledge sharing
Knowledge, Experience, and Skills:
- Good HR Shared Services Query Management experience
- Experience in using HR Systems
- Strong verbal, written interpersonal, and telephone communication skills are require
- Experience with Workday and ServiceNow is highly desired
- Bilingual in French, Spanish, Italian or German, oral and written form as required by role