*people services advisor*
at astrazeneca, we put patients first and strive to meet their unmet needs worldwide.
working here means being results-oriented, thinking big and working together to make the impossible a reality.
if you are swift to action, confident to lead, willing to collaborate, and curious about what science can do, then you're our kind of person.
*about astrazeneca*
astrazeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development and commercialisation of prescription medicines for some of the world's most serious diseases.
but we're more than one of the world's leading pharmaceutical companies.
*people services *is part of the hr operations & solutions function that develops, strategically integrates and performs hr operational excellence imperatives at astrazeneca.
integrated and closely aligned with the whole enterprise, we offer our expertise, and leverage exciting new technology and digital innovations, to accelerate astrazeneca's evolution.
we do all of it strategically, looking ahead to the new challenges we'll face and improving the way the enterprise operates today.
*what you'll do*
the *people service *advisor* provides effective hr service delivery through the following:
- delivering a quality and trusted hr advisory service through every customer interaction
- resolving low to medium complexity hr queries and issues in respect of various global and local hr policies and processes as defined in the global hr services service catalogue.
*service delivery*:
- responsible for providing a trusted and quality hr advisory service by resolving low to medium complexity hr queries and issues in respect of various global and local hr policies and processes, as defined in the global hr services service catalogue.
- use knowledge base to manage all incoming call center queries that can be resolved during phone call or that require basic investigation to provide resolution; proactively use all resources and technology available
- for activities under the people services scope, the people services advisor is responsible for updating / processing hr data accurately to ensure a compliant, accurate database in workday and sending relevant information to payroll (to ensure that workday and payroll data is aligned and accurate).
- maintain accuracy of the country specific knowledge base for people services advisors - e.g.
faqs, people services policies, tipsheets etc.
*compliance*:
- adhere to the governance model as defined by the global people services organization.
- ensure service related activities are of the correct quality and in accordance with written procedures and current legal requirements / internal standards.
- raise issues in a timely manner and advance appropriately so resolution is found and service quality is not impacted.
*continuous improvement*:
- take actions to advocate and drive employee self-service solutions and intranet as a key resource
- proactively identify process improvement opportunities.
- participate in root cause analysis activities when required.
- identify initiatives / good practice which could be scaled more broadly (i.e.
across countries) and inform the service delivery manager work with global people services colleagues to actively listen to and propose improved ways of working and work with relevant stakeholders to translate into useful change.
- support continuous improvement projects as assigned and ensure completion of activities on time
*essential for the role*
- high school diploma or equivalent
- minimum two years of general hr or payroll experience
- experience of working in a customer service environment and of having worked in a technology driven environment
- ability to prioritize activities and multi-task in order to meet goals and deadlines
- work collaboratively, as part of a team
- able to work independently and take accountability for the quality of personal outputs and success
- excellent communication skills
- fluent spoken and written english and local language
- demonstrated strong interpersonal, service minded, verbal (phone) and written communication, as well as active listening skills to handle a volume of inbound inquiries from employees/customers; position continually requires demonstrated poise, tact and diplomacy
- demonstrated ability to maintain confidential information
- detail orientated
- establish positive relationships throughout hr and with process partners
- demonstrated ability to use microsoft office products (word, excel, outlook, powerpoint, sharepoint, etc.)
*desirable for the role*
- previous experience in working in a service desk function
- experience in using of query ticketing tools / crm solutions
- hr degree or equivalent
- payroll experience
- possesses knowledge of az hr systems (workday and service now is a plus)
- knowledge in country hr legislation, az policy and processes
- ability to quickly learn an