Employee Care Advisor

4 days ago

San Juan, National Capital Region, Philippines The businesses of Merck KGaA, Darmstadt, Germany Full time

As part of the overall strategy to drive quality-based, cost-efficient and timely service delivery, this role will be part of the HR organization under the Employee Services department. The successful candidate will be responsible for providing tactical and operational HR support for specific country stakeholders from the NORTH AMERICA region. This role will report to a Team Lead overseeing Tier 1 HR functions such as onboarding, data management, organizational management, data reporting, customer handling, and inquiry management (cases, calls and chats).

Your Role:

Inquiry Management 

• Respond to employee queries related to the employment lifecycle, benefits, compensation, and payroll via calls, chats, and cases.

• Provide guidance on HR policies and communications.

• Support issue resolution related to system/tool access.

Administrative Support

• Handle document management such as letters, certificates, and electronic files.

• Assist with system password resets.

• Collaborate with cross-functional teams including Procure, Finance, and IT to resolve employee needs.

Navigational Assistance

• Guide employees in using HR4You ESS, MSS, and Search & Request portals.

• Provide assistance navigating other platforms such as T&A, Payroll, and Benefits portals.

Emergency Management

• Manage and respond to emergency HR-related requests, ensuring quick and accurate resolution.

Other items: 

• Demonstrates flexibility and adaptability to work schedule requirements and operation hours in-order to fulfil real time business requirements

• Actively partners and works with the Team Lead to achieve the agreed-upon performance and developmental objectives.

• Supports other ad hoc tasks as needed (UAT, alignment meetings, etc.)

Who you Are

  • Candidate must possess at least a Bachelor's/College Degree in Human Resource Management, Psychology, Behavioral Science, Social Sciences, Business Administration or any equivalent degree.
  • 1-2 years of professional experience specializing in HR Operations or HR Generalist functions, preferably from a Shared Services or BPO organization.
  • Understanding and experience in the use of HR systems and tools (MyLearning, SAP P40, PeopleSoft, Workday, Success Factors, Taleo, etc.).
  • Understanding and experience in the use of Case Management systems and tools (i.e. BMC Remedy, Service Now, Neocase, etc.).
  • Adequate experience in using MS Office applications.

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