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HR Operations Consultant

2 months ago

Markham, Ontario, Canada Astellas Full time

Astellas Canada

At Astellas, we are dedicated to becoming a pioneering, value-oriented life science innovator. This commitment involves being at the forefront of healthcare transformation to convert innovative science into tangible VALUE for patients.

Our distinctiveness lies in our patient-centric approach, groundbreaking innovation, collaborative culture, and the enthusiasm of our skilled workforce.

Our mission is to positively influence patients' lives, which drives every action we take. At Astellas, we are unwavering in our quest for scientific advancement and addressing unmet medical needs, as evidenced by our legacy in oncology, overactive bladder, and transplantation, along with our promising pipeline in women's health, vision restoration, regenerative medicine, genetic regulation, immuno-oncology, mitochondrial research, and targeted protein degradation.

About Us:

We are a global pharmaceutical organization headquartered in Japan, employing over 14,000 individuals managing operations in around 70 countries worldwide. We rank among the Top 30 global biopharma companies based on revenue and are anticipated to be one of the Top 10 Cancer Drug Manufacturers of 2024.

In Canada, we are expanding to seize the exciting opportunities presented by our established brands and innovative treatment pipeline.

We seek candidates who will excel in our entrepreneurial and empowering environment where talent and leadership thrive. If your values resonate with our Astellas Way—patient focus, ownership, results, openness, and integrity—we would be eager to connect with you.

From day one, every individual at Astellas is responsible for fostering a brighter future for patients globally. We cultivate exceptional relationships with our employees to enable their success, encourage innovation, and achieve outstanding business outcomes. We strive to create a culture where our team members feel empowered to pursue bold ideas and ambitious goals, with the confidence to uphold a higher standard of performance and embody a competitive, solutions-oriented mindset.

Our expertise in science and technology defines us as a pharmaceutical company, while our open and diverse culture makes us uniquely Astellas.

Astellas Pharma Canada (APCA) is currently seeking a Workforce Services Advisor who will report to the HR Service Delivery Team Lead, Canada.

Role Overview:

  • The HR Services Advisor is tasked with offering guidance and support throughout the complete lifecycle where issues cannot be resolved by third-party services or self-service across multiple countries.
  • This role is also responsible for ensuring continuous service improvement and ensuring that the right tasks are assigned to the appropriate teams.
  • The position will report to the Workforce Services Team Lead and collaborate closely with the broader People Services Team to identify opportunities for ongoing enhancement within the HR Operations function.

Key Responsibilities:

  • Deliver a consistently exceptional customer experience in resolving lifecycle queries.
  • Maintain comprehensive knowledge of processes, policies, and procedures to ensure the accuracy of advice provided to customers.
  • Execute administrative tasks across the scope of services offered by People Operations.
  • Analyze customer inquiries that cannot be resolved and drive continuous improvement to enhance third-party provider capabilities.
  • Ensure query resolution meets and exceeds established service level agreements and internal performance metrics.
  • Maintain the integrity of HR data both on and off systems.

Key Deliverables:

  • Provide exceptional HR Operations service delivery.
  • Act as the escalation point for accurate resolution of HR inquiries from both internal and external customers.
  • Deliver precise process and policy advice while building effective relationships with customers.
  • Follow up on unresolved customer inquiries and retain ownership of escalated requests.
  • Collect data in alignment with customer inquiries and requests.
  • Ensure all customer inquiries are addressed in accordance with agreed service levels and key performance indicators, supporting the Workforce Services Team Lead in reporting on key metrics.
  • Assist and coach customers in utilizing the HR portal and other relevant online tools, systems, and applications.
  • Ensure that inquiries are handled in a professional and efficient manner.
  • Execute administrative processes throughout the entire HR employee lifecycle.
  • Proactively monitor and identify opportunities for improvement across HR policies, processes, and knowledge management tools.
  • Gather and escalate business feedback on HR policies and processes as necessary.
  • Timely escalate risks, issues, or concerns to the Workforce Services Team Lead.

Data Management and Systems:

  • In the absence of HR systems, create and maintain a manual employee and position database to facilitate payroll execution and meet reporting requirements.
  • When HR systems are available, perform necessary data changes within the relevant HR systems.
  • Ensure the accuracy and consistency of HR data through regular audits and cleansing activities.
  • Provide HR data and basic reporting support to employees, managers, and other HR areas as needed.

Collaboration and Customer Focus:

  • Work collaboratively and supportively with other teams.
  • Place the customer at the center of the process to ensure an outstanding customer experience.
  • Build trust and relationships with internal and external customers.
  • Where appropriate, coach customers on processes and policies.
  • Embrace a continuous improvement mindset, identifying further opportunities to enhance service delivery.
  • Engage proactively with Centers of Excellence and HR Business Partners to understand the implications of strategies and decisions on core services and support capabilities.