A global Pharmaceuticals company

The Consultant, HR Connect Team is responsible for routine customer service inquires related to the service catalog (e.g., HR, Payroll, Benefits, etc.) and provides Employee Self-Service and Manager Self-Service support. The role opens tickets / cases, and answers HR customer questions through the assistance of standard screens, scripts, and developed procedures for inquiry resolution. This position will report into Manager/Senior Manager, HRConnect – JAPAC.
Responsibilities:
• Answers general questions and redirects misplaced calls
• Leverages procedures, policy manuals, knowledge databases, other reference materials, etc. to assist in answering Employee and Manager inquiries and resolving Employee and Manager HR challenges
• Guides HR Employee Self-Service and Manager Self-Service transactions
• Executes select HR related transactions (e.g., data changes) or appropriately escalates issues as needed
• Inputs data into Workday/Leave/Time systems/Share-point to transact on customer requests
• Generates standard reports as agreed with stakeholders
• Escalates Employee and Manager inquiries to Tier II Functional Specialists when specific, in-depth functional knowledge is required
• Documents all employee inquiries, issues, and transactions in case management tools as required
• Participates in continuous improvement workshops and projects as requested
• Participates in ad hoc projects as required such as employee portal material preparation

• Familiarity with HR services / processes
• Language skills depending on Service Center location
• Familiar with HRIS (Workday, Time and Attendance and other HR systems)