HR Operations Consultant

Astellas Pharma Inc.

At Astellas, we are dedicated to being a pioneering, value-oriented life sciences innovator. Our mission is to be at the forefront of healthcare transformation, translating innovative science into tangible VALUE for patients.

What distinguishes us is our unwavering commitment to patients, our groundbreaking innovations, our collaborative environment, and the enthusiasm of our skilled workforce.

Our goal is to positively influence patients' lives, which drives every action we take. At Astellas, we are relentless in our quest for scientific advancement and in 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 and managing operations in approximately 70 countries worldwide. We rank among the Top 30 global biopharmaceutical companies based on revenue and are anticipated to be one of the Top 10 Cancer Drug Manufacturers in the near future.

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

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

From day one, every individual at Astellas is tasked with contributing to a brighter future for patients globally. We cultivate exceptional relationships with our employees to enable their success, foster innovation, and achieve outstanding business outcomes. Our aim is to create a culture where our team members feel empowered to pursue bold ideas and ambitious goals, with the confidence to uphold a high standard of performance and embody a competitive, solution-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 Consultant who will report to the HR Service Delivery Team Lead, Canada.

Role Overview:

• The HR Services Consultant is tasked with providing expert advice and guidance throughout the complete lifecycle where issues cannot be resolved through third-party services or self-service across a cluster of 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:

• Ensure the delivery of a consistently exceptional customer experience in resolving lifecycle queries.
• Maintain comprehensive knowledge of processes, policies, and procedures to guarantee the accuracy of advice provided to customers.
• Execute administrative processes across the spectrum of services offered by People Operations.
• Analyze customer requests that cannot be resolved and drive continuous improvement to enhance third-party provider capabilities.
• Ensure that 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:

• Deliver exceptional HR Operations service: Act as the escalation point responsible for accurately resolving HR queries from both internal and external customers.
• Provide sound and precise process and policy advice while building effective relationships with customers.
• Follow up on unresolved customer queries and retain ownership of requests escalated to vendors.
• Gather data in alignment with customer queries and requests.
• Ensure all customer queries 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 completing transactions on the HR portal and other relevant online tools, systems, and applications.
• Execute administrative processes throughout the entire HR employee lifecycle.
• Actively monitor and identify opportunities for improvement across HR policies, processes, and knowledge management tools.
• Collect and escalate business feedback on HR policies and processes as necessary.
• Timely escalation of 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 inform payroll execution and satisfy reporting requirements.
• When HR systems are available, perform data changes in the relevant HR systems.
• Ensure the accuracy, currency, 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 required.

Collaboration and Customer Focus:

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

Qualifications:

Experience:

• Education in HR Administration.
• Experience across core HR functions (e.g., Compensation, Benefits, Performance Management) with specific expertise in HR process design, policy advice, and employee administration.
• Experience in a Shared Service Centre environment.
• A broad understanding of the HR employee lifecycle.
• Fluency in written and verbal business English.
• Excellent written and oral communication skills in English.
• Experience in providing HR policy and process-related advice and guidance.
• Knowledge of continuous improvement within a Shared Service Centre context.
• Proficiency in MS Office and Outlook.
• Strong Microsoft Excel skills.
• Exceptional organizational skills.
• Proactive and collaborative with peers and colleagues to drive engagement.

Competencies:

Customer Focus:

• Actively supports a culture focused on enhancing value for patients, intentionally striving to meet or exceed customer expectations.
• Proactively seeks feedback to improve service delivery.

Strategic Orientation:

• Understands how personal and team objectives align with Astellas' strategic and functional goals.
• Balances broader goals with operational requirements, overcoming challenges to achieve delivery.

Innovation & Change:

• Identifies improvements and generates new ideas, methods, or solutions, positively embracing change.
• Adopts a continuous improvement approach, taking personal ownership to enhance working methods and share best practices.

Results Orientation:

• Ability to work independently and make evidence-based decisions, knowing when to seek guidance or escalate issues.
• Methodical with the ability to prioritize and meet deadlines, demonstrating tenacity in following up and resolving outstanding matters.
• Excellent attention to detail and financial awareness.

IT Literacy:

• Intermediate proficiency in creating and editing reports, trackers, and other documents using Excel, Word, PowerPoint, and Outlook.
• Good written and verbal communication skills, including the ability to prepare updates and summaries for employees and management.

Communication & Collaboration:

• Values diverse perspectives and engages in respectful challenges, proposing alternative solutions.
• Proactively shares knowledge and adapts approaches to build consensus and respect diverse views and cultures.

Developing & Inspiring:

• Encourages knowledge sharing and best practices, fostering development in others.
• Seeks feedback on personal contributions and areas for growth.

Working as One Astellas:

• Takes personal ownership and acts as a role model for ethics and compliance, treating everyone with respect.
• Provides honest, constructive, and timely feedback while seeking input on personal contributions and working methods.

Interpersonal Relationships:

Internal:

• Employees at all levels within Astellas.
• Workforce Services Team Lead.
• People Enablement Team (CoE).
• HR Business Partner (HRBP).
• Broader HR Operations Teams (e.g., HRIS).

External:

• Workforce Services Outsourcing Partner.
• Global HR Payroll Providers.

Additional Information:

Astellas Pharma Canada is committed to welcoming and encouraging applications from individuals with disabilities. Accommodations are available upon request for candidates participating in all aspects of the hiring process.

Astellas Pharma Canada requires full vaccination against COVID-19 as a condition of employment. Reasonable accommodations may be granted for valid requests under human rights legislation.

We appreciate all applications; however, only candidates under consideration will be contacted.