People Services Employee Lifecycle AU and Query Management Japan

Job description

People Services Employee Lifecycle AU and Query Management Japan

About the job  

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Focal point for C2R & ELC Australia and C2R Japan

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Manage employee life cycle management for Australia as per their respective Service Level Agreements (SLAs)  

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Gatekeeper of end to end employee life cycle processes including onboarding, employee data management, change job and offboarding.

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Ensure User Experience as L1 is the single point of contact for all requests for AU and Japan C2R

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Manage HR queries from employees using the procedures provided and articles in the knowledge base for AU and Japan C2R

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Work in the case management tool to report each case and progress on the resolution  

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Provide the customer service to the employees mostly on Employee Experience queries verbally and in writing for AU and Japan C2R

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Write knowledge articles based on the process content provided for AU and Japan C2R

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Take initiative in process improvement and projects for AU and Japan C2R

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Develop expertise for ELC processes under its scope 

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Support optimization and coordinate deployment for ELC processes for AU and C2R Japan

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  Build and enrich knowledge database related to all ELC & C2R activities are updated, knowledge transfer occurs up/down streams for AU and Japan

· 
  Manage transformation projects in scope of C2R with People Services guidelines  

Operation  

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Act as Subject Matter Expert in scope of C2R-ELC Australia and C2R Japan

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Coordinate and manage employee life cycle activities in Workday and on the ground with the various stakeholders relating to Sanofi entities within the perimeter of SBS Australia and deliver the services as per their respective Service Level Agreements 

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Manage end-to-end onboarding process and activities, including creation of employee contracts, complete all required steps in Workday, coordinate with the various stakeholders to make an efficient and seamless on-boarding experience

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Manage the employee job change process in Workday and related systems, coordinate with external parties for immigration, relocation, training as required 

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Manage end-to-end offboarding process and activities

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Monitor data quality and identify potential issues and take pro-active measures 

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Execute in compliance with Sanofi policies and guidelines

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Complete all activities as per the global Core Model and operational KPIs 

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Develop expert level knowledge of the activities in scope as well as local knowledge of entities in scope and become a super-user

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Identify automation and optimization opportunities and define requirements

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Pro-actively anticipate operational issues

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Provide Level 2 support for this sub-process as per the Customer Service process in Service Now and contribute to the Knowledge Database 

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Handle Service Now cases from employees regarding HR issues/queries for AU and Japan C2R

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Guide the requestor in the knowledge portal in case articles/chatbots are existing for AU and Japan C2R

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Enrich existing articles or create new ones if a topic raised could have been addressed though an article for AU and Japan C2R

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Analyze and resolve most common enquiries using step-by-step instructions provided 

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Based on defined/set targets 

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Daily investigation of cases (from L1 scope) not updated within the last 5 days (whatever the assigned support group is) and where SLA is breached 

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Reminding support teams handling the case to receive the answer 

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Proactive information to end-user on status 

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On weekly basis analyze the reopened cases and those with bad satisfaction rating and provide root cause analysis to Team Manager/Team Lead for AU and Japan C2R

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Deliver high quality standard service to customers

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Continually seek out ways to improve client satisfaction 

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Demonstrate knowledge of C2R processes and procedures provided

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Identify the need to create and revise articles as employees’ knowledge base to support on query management

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Apply Golden Rules for Content Management

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Creation of dedicated Resolver articles as the Knowledge Base is the single source of truth for Resolvers

Continous improvement  

·  Feedback Management: take into account end-users comments on articles and enrich the Knowledge Base accordingly
·  Identify process improvement opportunities through elimination of redundant activities 
·  Participate in process automation initiatives and ensure seamless adoption and transition 
·  Provide input for Chatbots and validate the understanding rate, enrich the quality and the scope (changes/enhancements), participation in weekly calls  

Qualifications

Graduate or Master’s degree with HR or business administration

Essential

·  Customer service experience
·  Excellent English skills
·  Fluent in Japanese
·  Good understanding of the end-to-end HR process and activities
·  Good understanding of and hands on experience with HR / Human Capital Management related tools & systems
·  Knowledge of Microsoft Office with advance level proficiency in Excel
·  Ability to interact with internal and external clients in a professional manner
·  Team player, able to work collaboratively transversally and with HRS front line teams with an end to end mindset 

Desirable

·  Good and proven experience in a HR role preferably in an international multicultural environment
·  Knowledge of other Asian languages e.g. Korean
·  Experience in running HR services within a Business Services organization
·  Awareness of data privacy rules
·  Good business judgement
·  Strong problem solving, deductive and analytical skills
·  Attentive to customer needs and feedback
·  Attentive to detail and works with precision 
·  Action oriented, delivery driven, change agent

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com !

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.