HR Advisor

Job Description

Description

About us
At AstraZeneca we are guided in our work by a strong set of values, and we re resetting expectations of what a biopharmaceutical company can be. By truly following the science, we pioneer new methods, new thinking and bring unexpected teams together. From scientists to sales, lab techs to legal, we re on a mission to turn ideas into life changing medicines that transform lives. We need great people who share our passion for science and have the drive and determination to meet the unmet needs of patients around the world. If you re swift to action, confident to lead, willing to collaborate, and curious about what science can do, then you re our kind of person.
Job Description
You are responsible to provide effective HR service by delivering a quality and trusted HR advisory service through every customer interaction. You are also required to resolve 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
Key Duties and Accountabilities
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.
Utilize 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 utilize all resources and technology available
For activities under the HR Services scope, the HR 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 HR Advisors e.g. FAQs, HR Services policies, tipsheets etc.
Make efficient use of HR technology to support day-to-day activities and the delivery of a positive and engaging customer experience. Manage and utilize all supported channels (phone, email, case management, employee self-service portal, chat feature, postal mail) to ensure timely responses and ensure achievement of internal service level agreements. For example, use ticketing tools (ServiceNow) to effectively log and track queries and, based on insights from day-to-day activities, propose potential changes or enhancements to MyHR content and local knowledge base documentation (e.g. FAQs, tipsheets).

Experience : 3- 5 yr
Location: Bangalore
Compliance:

Adhere to the governance model as defined by the Global HR Services organisation.
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 escalate 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 HR Services colleagues to actively listen to and propose improved ways of working and work with relevant stakeholders to translate into actionable change.
Support continuous improvement projects as assigned and ensure completion of activities on time

Essential Requirements

Minimum two year experience of general HR or payroll
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 Requirements

Previous experience in working in a service desk function
Experience in using of query ticketing tools / CRM solutions
HR degree or equivalent
Payroll experience
Knowledge in country HR legislation, AZ policy and processes
Possesses knowledge of AZ HR systems (Workday and AZengage experience is a plus)
Practical experience providing HR advice via e-mail or phone
Ability to quickly learn and work in a cloud-based solution

Functional Capabilities
Query Management & Customer Service

Responds to all queries as per any defined SLA s, taking personal ownership for minor issues, follow up and resolution
Understands customer needs and / or expectations as they relate to HR service delivery
Escalates queries to the relevant contact, internally or externally
Demonstrates competent and consistent approach to all customer interactions
Anticipates customer queries and proactively identifies appropriate actions to mitigate impact on customers
In response to need, identifies information gaps and proactively flags these
Understands and applies the required level of professionalism, confidentiality and integrity required
Proactively maintains personal knowledge to ensure changes to policy, process etc. have been understood

Process Management & Improvement

Understands and follows core processes
Understands how core processes fit within the broader context of service delivery
Able to deliver operational tasks within core processes in a timely and effective way
Conducts reactive checks on processes, suggesting improvements that are limited to tweaks of current content
Evaluates current practices and strategies and uses lessons learned to suggest day-to-day improvements

HR Technology

Understands and applies broad knowledge of the required local and global systems within their job area (e.g. My HR Portal, Workday)
Able to utilise respective core HR systems (e.g. Workday, Case Management, MyHR Portal, etc.) as well as specific systems relevant to their work area
Identifies gaps in technology functionality and proactively raises these
Understands the HR IT delivery model and when or how HR should engage
Able to articulate basic system navigation to other users
Shows basic understanding of the tools and techniques required to manage data within the technology systems.

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy, childcare leave or sabbatical, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law
Date Posted
07-Apr-2021
Closing Date
28-Apr-2021
AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.,
 
 
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