Associate, HR Shared Services
IQVIA
Madrid, Spain
hace 4 horas

Job Overview

Provide HR administrative services in a customer-focused environment. Maintain confidentiality when handling sensitive personal and company information.

Provide customer service support within the organization as the first point of contact for HR administrative-related issues.

Essential Functions

  • Input data into Human Resources databases to reflect employee actions according to standard operating procedures (SOPs), service level agreements and quality and timeliness standards;
  • contact managers and human resources staff as necessary to request missing information and resolve invalid data issues.

  • Complete data maintenance and audit activities according to Service Level Agreements as related to data input to PeopleSoft HR.
  • Conduct all activities according to Service Level Agreements (SLAs) related to hire administration including : employment letter / contract issue;
  • PeopleSoft HR input; background screening activities; health-related screening as appropriate and administrative tracking and recording of related documentation including maintenance of employee files.

  • Execute customer service activities according to SLAs including but not limited to the following, answer and respond to all inquiries (phone, email, fax, mail) into the HR PSC.
  • Log all calls, requests and transactions into the case management system. Provide information and resolve any issue pertaining to these calls in a timely courteous and professional manner.

    Follow appropriate escalation protocols as required.

  • File appropriate documents in personnel folders in accordance with SOPs. Track and follow up on missing forms required for personnel file.
  • Handle complex requests and escalate to relevant parties according to procedural guidelines.
  • Share best practices with team members and management.
  • Develop and document suggestions for new and improved processes including ideas regarding automated tools and / or procedural policies.
  • Foster an environment of teamwork by assisting others in the team to ensure group meets all Service Level Agreements (SLA's).
  • Participate in project activities as assigned by management.
  • Qualifications

  • High School Diploma or equivalent Req
  • 2 years customer service experience Req Or
  • Equivalent combination of education, training and experience Req
  • Knowledge of applicable company HR policies, administrative processes, systems and forms
  • Excellent customer service skills
  • Strong verbal and written communication skills
  • Strong detail orientation with ability to analyze data and information
  • Skill in use of applicable computer applications
  • Skill in accurate data entry. Keying ability of 60 words per minute or better.
  • Ability to identify process improvement opportunities and implement change smoothly
  • Ability to take direction within a team setting and complete team related work
  • Ability to handle several projects simultaneously, either individually or in a team setting
  • Ability to work in a high pressure, volume related environment
  • Ability to establish and maintain effective working relationships with coworkers, managers and clients
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