Specialist, HR Operations - Night Shift

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:

• Graduate of any Bachelor’s Degree
• 1-3 years of HR shared services experience (or related field)- fresh graduate’s welcome
• 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

** Internal candidates have to be in a B3/B4/P1 role for a minimum of 1 year to be eligible to apply for this position.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

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.