Specialist, HR Direct

2 months ago

Philippines Boehringer Ingelheim Full time


The Position

The HR Direct Specialist is responsible for ensuring that the high-level service delivery is maintained, including but not limited to correctness & on-time processing of requests, correctly answering inquiries from the target community (BI employees, BI HR professionals, legitimate third party verifiers of employment), providing guidance and end-user trainings, doing follow-ups, conducting service recovery when needed, correctly liaising HR cases to other support teams where necessary, resolving escalations, and collaborating with Tier 2 teams / Stakeholders.

Duties & Responsibilities:

  • Acts as first point of contact for any HR related inquiries and delivers first line HR support independently & efficiently through the available channels (phone, email & self-service ticket).
  • Reviews all HR cases / tickets and regular emails that come through HR Direct and identifies which one to resolve within the HR Direct scope and which one is to be liaised to a different specialist team.
  • Works according to all relevant Standard Operating Procedures (SOPs), detailed work instructions, concepts, and way of working. Applies caution & precautionary measures / preventive actions on each work.
  • Conducts proper security verification and data privacy protection all the time.
  • Investigates, analyzes & conducts full research about the ticket / case, question, request, issue, escalation, error and resolves them correctly, timely & efficiently.
  • Effectively manages & prioritizes tasks & responsibilities in compliance to the Service Level Agreements (SLAs) and to ensure that the set target Key Performance Indicators (KPIs) are met consistently.
  • Creates & updates internal documentations, process guidelines, knowledge base articles, quick cards, and any other policies & procedures that HR Direct uses.
  • Collaborates with other support groups for process alignment, continuous improvement, and other operational / business related matters and touchpoints.

Requirements:

  • 1-3 years experience in HR administrative function, preferably in HR Shared Services in a global set up and with customer service orientation. Experience in Contact Center is an advantage.
  • Good knowledge & experience in HR IT platforms, particularly SuccessFactors and MyServices. Good knowledge in reporting, HR analytics, advanced Excel and other technologies & systems is an advantage.
  • Good analytical & problem-solving skills, result / solution oriented, diligent / careful, meticulous / detail oriented, resourceful, pro-active, innovative, goal-oriented, team player, with hunger for improvements & developments.
  • Highly adaptable to a fast-paced environment with frequent changes. Resilient, agile, flexible, open to new ideas including Adhoc / additional tasks in line with business needs and personal & professional growth & development, embraces change, can take accountability and ownership.
  • Good presentation & facilitation skills, data gathering and preparation.
  • Any Bachelor's Degree or equivalent experience

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