People Services Operations Advisor

People Services Operations Advisor

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!

Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at www.astellas.com .

This position is based in Bengaluru and will require some on-site work.

Purpose and Scope:

The People Operations Advisor plays a crucial part in maintaining employee satisfaction by ensuring accurate and timely support to the organization and its stakeholders. The role will work closely with the People Operations team, and other stakeholders to ensure compliance with all applicable laws and regulations.

Essential Job Responsibilities:

• Accountable for the delivery of a consistently excellent customer experience in end-to-end lifecycle query resolution
• Accountable for maintaining process, policy and procedural knowledge to ensure accuracy of advice provided to customers
• Accountable for the execution of administrative processes across the scope of services provided by People Operations
Work with wider People Team to execute all related HR related activities that impact HR processes either delivered by HR outsourced vendor or retained service

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Provide functional/country specific expertise regarding HR processes and Systems

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• Accountable for analyzing customer requests that cannot be resolved and suggesting improvements to improve service quality
• Accountable for ensuring that query resolution meets and exceeds agreed service level agreements and internal performance measures.
• Accountable for the maintenance and integrity of HR data both on and off systems
• Act as the escalation point responsible for the accurate resolution of HR queries from internal and external customers
• Deliver sound and accurate process and policy advice, building effective relationships with customers in the process
• Follow up on customer queries that have not been immediately resolved and retain ownership of requests escalated from the vendors/stakeholders
• Partner with key stakeholders to update knowledge materials to drive self service
• Gather data in line with customer queries and requests
• Support and coach customers in completing transactions on the HR portal and other relevant online tools, systems and applications
• Ensure that queries are answered in a professional and efficient manner
• Execute administrative processes across the entire HR employee lifecycle
• Actively monitor and identify opportunities for improvement across HR policies, processes and knowledge management tools
• Collate and escalate business feedback on HR policies and processes as necessary
• Ensure that risks, issues or concerns are escalate to the People Operations Lead in a timely manner
• Where HR systems are not available - create and maintain a manual employee and position database to inform execution of Payroll and satisfy agreed reporting requirements
• Where HR systems are available – perform data changes in the relevant HR systems
• Maintain the integrity of HR data by ensuring it is accurate, up-to-date and consistent through regularly auditing and cleansing activities
• Provide HR data and basic reporting support to employees, managers and other areas of HR as required

Qualifications Required:

• Min 3 years of relevant experience
• Strong knowledge of HR regulations and Labor Law
• The ability to develop a truly customer centric environment is important as well as experience in high quality operational HR processes that support our business.
• Experience of working with an outsourced and in-house HR Service Delivery model is preferable.
• Expertise in MS Office (especially Excel, Access)
• Proven ability to influence diverse senior stakeholders.
• Fluent in written and verbal business English
• Ability to cope within a fast paced, growing and changing environment.
• Able to manage high volumes of work and prioritize effectively.
• Demonstrate excellent customer service skills.
• Ability to quickly build relationships and credibility.
Strong analytical and problem-solving skills with the ability to identify root causes and act accordingly.

Preferred Qualifications:

• Bachelor's degree in Human Resources, or a related field
• Experience with benefits administration
Knowledge of Continuous improvement methodology

Working Environment

• This position is based in Bangalore and will require on-site work.
• At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.