Sr. Workplace Solutions Specialist, Shared Services

Join a Legacy of Innovation 110 Years and Counting!
Daiichi Sankyo Group is dedicated to the creation and supply of innovative pharmaceutical therapies to improve standards of care and address diversified, unmet medical needs of people globally by leveraging our world-class science and technology. With more than 100 years of scientific expertise and a presence in more than 20 countries, Daiichi Sankyo and its 16,000 employees around the world draw upon a rich legacy of innovation and a robust pipeline of promising new medicines to help people. Under the Group's 2025 Vision to become a "Global Pharma Innovator with Competitive Advantage in Oncology," Daiichi Sankyo is primarily focused on providing novel therapies in oncology, as well as other research areas centered around rare diseases and immune disorders.
Summary
Responsible for the efficient and effective delivery of Workplace Solutions to employees and managers by providing timely, efficient, high quality customer care and an excellent employee and manager experience. Provides solutions, interpretations and guidance on individual employee or manager originated Human Resource related questions and concerns. Uses HR systems and processes to document inquiries and resolution according to standards, with attention to style, tone and manner of communication. Receives and addresses escalated or complex questions and issues and escalates further where necessary and as appropriate. Uses independent judgment to resolve escalated issues. Administers a variety of HR programs and processes.
Responsibilities
Employee Questions, Queries / Contact Center

• Responsible for providing Tier 1 support, focused on resolving escalated or more complex inquiries received from managers and employees based upon knowledge of DSI programs and policies; tracks inquiries to provide report on insights, turnaround time, root causes, etc.
• Provides first point-of-contact support to incoming calls/emails/requests/walk-ins/chat requests with the goal of resolving at first contact
• Provides accurate, consistent and timely responses to routine HR process, system and policy requests that require limited research
• Maintains customer contact until request is resolved, including informing customer of status and resolution
• Educates employees and managers on company practices, systems and tools to encourage employees and managers to develop a self-reliance mind set and adopt self- service system functionality
• Owns ServiceNow case management process, including opening cases, resolving cases, managing escalation where required and closing cases
• Provides document support by managing incoming and outgoing forms, information, etc.; conducts document imaging
• Documents and captures learning gained
• Responsible for escalating complex cases requiring interpretation according to escalation governance guidelines and ensuring timely resolution
• Responsible for resolving inquiries from candidates post offer; tracks inquiries to provide report on insights, turnaround time etc.
• Assists in the development and maintenance of a case management system and knowledgebase within functional area.
• Identifies and executes continuous improvement opportunities across HR by recommending process and infrastructure improvements.
• Partners with HR Solutions Design teams to ensure programs are implemented appropriately at DSI and that any issues are resolved in an efficient and effective manner; may involve interaction with vendors.
• Performs routine HR program administration per established processes as assigned.
• Administers a variety of HR plans, programs or processes, including but not limited to:
  • Employee Records Management
  • HR Records Management
  • Procurement Process Administration
  • HR Systems Data Entry, reporting and audit support
  • Event Management
  • Year-end compensation process support
  • HR Communication Support

Qualifications: Successful candidates will be able to meet the qualifications below with or without a reasonable accommodation.
Education Qualifications (from an accredited college or university)

• Bachelor's Degree preferably in Human Resources required
• Master's Degree preferred

Experience Qualifications

• 4 or More Years in HR Services/People Operations, required
• Ability to use technology to provide direct access solutions for employees preferred
• Broad base of knowledge and experience with respect to HR administrative processes and protocols. preferred
• Track record of learning agility demonstrated in learning HR approaches and policies preferred

Daiichi Sankyo, Inc. is an equal opportunity/affirmative action employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.