specialist, hr OperationsCardinal Health

Primary areas of responsibility: Responsible for responding to, and supporting, the resolution of Tier 1 inquiries from managers, employees, and HR regarding US Leave of Absences (FMLA, parental leave, military leave, temporary leave of absence, etc.).
What the myHR Service Center contributes to Cardinal Health:
The myHR Service Center team is responsible for general employee inquiries, management & maintenance of employee data, and efficiency of US HR data transactions and processes.
Uses knowledge of US HR processes and technologies to initiate and/or complete employee HR requests and inquiries
Operates within service level agreement
Cultivates a customer service culture while demonstrating empathy for the personal circumstances of employees
Provides support to employees and other HR teammates through the launch of US HR company-wide programs and policies
Consult with, and provide guidance to US-based employees about company policy and program inquiries
Partner with other HR teams (Centers of Excellence, HR Solutions, Advice and Counsel Center (ACC)) and the US-based myHR Service Center team to ensure consistent, positive, employee experience
Uses knowledge of global HR processes to support HR inquiries from all employees and managers
Follows and updates standard operating procedures/local work instructions
Role accountabilities:
Resolves US-based employee issues, concerns, and inquires through phone, email, or online submission regarding HR policies and processes
Follows call scripts and instructions/requirements for engaging with employees
Supports English speaking employees
Fully document all employee interactions (cases) in Case Management system/application (ServiceNow)
Works efficiently to meet expected service levels and business performance goals
Follows, maintains, and updates Local Work Instructions (LWIs) housed in the myHR Knowledge Management system (ServiceNow)
Participates in training to improve HR acumen and support new projects/initiatives being implemented by other HR teams
Triages cases coming into the myHR Service Center to the appropriate myHR Service Center teammate to respond; escalates cases, as needed
Adheres to employee data security and authorization regulations
Partners with other myHR Service Center teams (Leave Management, Payroll, and Employee Data Management (EDM)) to ensure positive employee experience
Works in a team-based environment, supporting and mentoring new teammates
Work reviewed for sound reasoning and accuracy
Reports to: Supervisor, HR Operations in Manila
Systems used:
Works in the following systems on a daily basis:
Workday - employee data & transactions (system of record)
ServiceNow - case management system, and Knowledge Management (repository for policies & LWIs/procedures) (system of action)
Kronos Dimensions and Workday - US timekeeping systems
Genesys - call monitoring and tracking system
Verint - Workforce Management system
DataCap - manages electronic employee files
HR Process Acumen / Improvement:
Uses knowledge of HR processes and HR acumen to complete US-based employee requests
Demonstrates strong knowledge of customer service protocols and empathy for the personal circumstances of employees
Customer Experience / Metrics:
Responsible for achieving Service Level Agreement (SLA) and business performance goals (Average Handle Time (AHT), schedule adherence, quality, Voice of the Customer (VoC) etc.)
Compliance
Ensures complete protection of employee data and complies with all data privacy processes and regulations
Follows and maintains process documentation and Local Work Instructions
Qualifications:
Bachelor's Degree or equivalent
1-3 years of HR shared services experience (or related field)
Strong English communication skills (verbal and written)
Ability to be trusted (or previous experience working with) confidential employee information
Excellent note-taking ability to document interactions with employees
Uncompromising commitment to client and customer satisfaction
Ability to quickly learn US HR processes, policies, and practices
Ability to work effectively in a fast-paced, self-directed team-based environment
Strong attention to detail and appreciation for data accuracy and integrity
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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Cardinal Health

Taguig City, Metro Manila
Permanent
Full-time