HR Services Advisor

1 week ago

Markham, Ontario, Canada Astellas Full time

About Astellas

Astellas is a global pharmaceutical company that strives to become a cutting-edge, value-driven life science innovator. Our mission is to make a positive impact on patients' lives by working at the forefront of healthcare change and turning innovative science into value for patients.

Our Culture

We are a collaborative and empowering organization that values patient focus, ownership, results, openness, and integrity. Our culture is built on the principles of exceptional relationships, innovation, and delivering exceptional business results. We believe in empowering our employees to pursue brave ideas and ambitious outcomes, and we foster a culture where our people feel confident to be accountable for a higher standard of performance.

Our Expertise

Astellas has a rich legacy in oncology, overactive bladder, and transplant, and we have an impressive pipeline in women's health, blindness, and regeneration, genetic regulation, immuno-oncology, mitochondria, and targeted protein degradation. We are a Top 30 global biopharma company based on global revenues and are predicted to be one of the Top 10 Cancer Drug Makers of 2024 by Fierce Pharma.

Our Team

We are a team of over 14,000 people managing operations in approximately 70 countries around the world. We are growing to meet the exciting opportunities realized by our legacy brands and rich pipeline of innovative treatments.

The Role

We are seeking a highly skilled HR Services Advisor to join our team. The successful candidate will be responsible for providing advice and guidance across the end-to-end lifecycle where the service cannot be resolved by the third party or self-service across a cluster of countries.

Key Responsibilities

  • Provide exceptional customer experience in end-to-end lifecycle query resolution
  • Maintain process, policy, and procedural knowledge to ensure accuracy of advice provided to customers
  • Execute administrative processes across the scope of services provided by People Operations
  • Analyze customer requests that cannot be resolved and drive continuous improvement to upskill third-party providers
  • Ensure that query resolution meets and exceeds agreed service level agreements and internal performance measures
  • Maintain and integrity of HR data both on and off systems

Key Deliverables

  • Delivery of Exceptional HR Operations Service Delivery Provision
  • Act as the escalation point responsible for the accurate resolution of HR queries from internal and external customers
  • Deliver sound and accurate process and policy advice, building effective relationships with customers in the process
  • Follow up on customer queries that have not been immediately resolved and retain ownership of requests escalated to vendors
  • Gather data in line with customer queries and requests
  • Ensure that all customer queries are dealt with in line with agreed service levels and key performance indicators and support the Workforce Services Team Lead in reporting on key metrics
  • Support and coach customers in completing transactions on the HR portal and other relevant online tools, systems, and applications
  • Ensure that queries are answered in a professional and efficient manner
  • Execute administrative processes across the entire HR employee lifecycle
  • Actively monitor and identify opportunities for improvement across HR policies, processes, and knowledge management tools
  • Collate and escalate business feedback on HR policies and processes as necessary
  • Ensure that risks, issues, or concerns are escalated to the Workforce Services Team Lead in a timely manner
  • Maintenance of HR Data and Systems
  • Where HR systems are not available - create and maintain a manual employee and position database to inform execution of Payroll and satisfy agreed reporting requirements
  • Where HR systems are available – perform data changes in the relevant HR systems
  • Maintain the integrity of HR data by ensuring it is accurate, up-to-date, and consistent through regularly auditing and cleansing activities
  • Provide HR data and basic reporting support to employees, managers, and other areas of HR as required

Ways of Working

  • Work supportively and collaboratively with other teams
  • Place the customer at the heart of the process to ensure an exceptional customer experience
  • Build relationships and trust with internal and external customers
  • Where appropriate, coach customers on processes and policies
  • Adopt a continuous improvement mindset, identifying opportunities to improve the service further
  • Proactively interact with CoEs and HR Business Partners to understand the implications of strategies and decisions on core services and support capabilities

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