Specialist, HR Operations - Night Shift at Cardinal Health

About the Job

• Primary areas of responsibility: Responsible for responding to, and supporting, the resolution of Tier 1 inquiries from managers, employees, and HR regarding US Leave, Payroll, General, Employee Data and Employee Relations processes.

What the HR Service Center contributes to Cardinal Health:

• The HR 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
• Consult with, and provide guidance to primarily 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:

• Reports to: Supervisor, HR Operations in Manila
• Areas of focus: Employee Data Management, Payroll/Timekeeping, Leave of absence, General Inquiries and Employee Relations
• 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 documents all employee interactions (cases) in Case Management system/application (ServiceNow)
• 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
• Provides best in class customer service
• Works in a team-based environment, supports mentoring of new teammates (longer term)
• Systems used:
• Responsible for achieving Service Level Agreement (SLA) and business performance goals (Average Handle Time (AHT), schedule adherence, quality, etc.)
• Ensures complete protection of employee data and complies with all data privacy processes and regulations
• Works in the following systems daily:
  • 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 – electronic employee files

Qualifications:

• Bachelor’s Degree in related field
• Minimum of 1-3 years of HR shared services experience (or related field) supporting US HR operations
• Strong English communication skills (verbal and written)
• 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
• Experience with Workday and ServiceNow, preferred
• Willing to work onsite twice a week (BGC office)
• Willing to work US hours