Workplace Solutions Specialist in Basking Ridge, NJ at DSI

Date Posted: 7/27/2020

Job Snapshot

Job Description

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 15,000 employees around the world draw upon a rich legacy of innovation and a robust pipeline of promising new medicines to help people. In addition to a strong portfolio of medicines for cardiovascular diseases, 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.

Job 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 related 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 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 mindset and adopt self-service system functionality
    • Owns 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
    • 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 improvements.
HR Operations, transactions and program administration, including but not limited to:
  • Processing HR Transactions via the HCM system directly impacting EE records (such as EE Data Administration, Personal Data Changes, Org Changes, Position Management) and payroll (including processing compensation changes & one-time payments)
  • Maintain EE Personnel Files
  • Program and Policy Administration support for HR COEs (inclusive of Total Rewards, Solutions Delivery, Total Workforce Innovation and EE Relations)
Qualifications: Successful candidates will be able to meet the qualifications below with or without a reasonable accommodation.

Education/Experience:
  • Bachelor’s degree required, preferably in Human Resources; Master’s degree preferred
  • 1-3 years with Master’s degree, 2-4 years with Bachelor’s degree; inclusive of HR internship
  • Ability to use technology to provide direct access solutions for employees
  • Prefer experience in HR services / operations space
  • Prefer knowledge of and experience across all HR administrative processes
  • Track record of learning agility demonstrated in learning HR approaches and policies
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.