People Services Advisor
Build a career, supported by talented teams and many opportunities. We’re invested in supporting your development with access to great tools, smart people to learn from and the opportunity to experience multiple careers. And you’ll be rewarded for your progression and contribution to the business.
Every single person plays a part in our story – speak up, take the initiative and make it yours.
A place where no two days are the same, it requires a combination of pure resilience, a can-do attitude and intellectual rigour. Here we are focused on finding better ways to partner with the business and help AstraZeneca achieve its ambitions.
At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.
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.
What you’ll do
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 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.
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).
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 escalate appropriately so resolution is found and service quality is not impacted.
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 actionable change.
Support continuous improvement projects as assigned and ensure completion of activities on time
Essential for this role
Minimum two year’s experience of general HR or payroll with a Bachelor's Degree (preferably in Human Resources or similar field); OR equivalent experience - 6 years industry experience with High School Diploma
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
Establish positive relationships throughout HR and with process partners
Demonstrated ability to use Microsoft Office products (Word, Excel, Outlook, PowerPoint, SharePoint, etc.)
Desirable for this role
Previous experience in working in a service desk function
Experience in using of query ticketing tools / CRM solutions
HR degree or equivalent
Possesses knowledge of AZ HR systems (Workday and Service Now is a plus)
Knowledge in country HR legislation, AZ policy and processes
Practical experience providing HR advice via e-mail or phone
Ability to quickly learn and work in a cloud-based solution
At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.
So, what’s next?
Are you ready to bring new ideas and fresh thinking to the table? Brilliant! We have one seat available and we hope it’s yours.Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.
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 authorisation and employment eligibility verification requirements.