Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.
Drive optimal customer satisfaction and directly supervise the day-to-day activities of the HR Service Center team in regional area assigned. The role is also responsible for hiring, developing, rewarding, and conducting performance management activities. Responsible for all incoming real time and queued workloads, make intra-day adjustments against forecasts, service level goals, planned activities and meetings, and other KPIs. Set expectations and hold team members accountable for highest levels of customer satisfaction stablished. Collaborate in a global network of HR colleagues with numerous stakeholders in a matrix structure. This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.
The incumbent must demonstrate servant leadership by doing "what is right" for Abbott, our stakeholders, and the team which he/she leads. Incumbent will also be accountable for striving to exceed the needs of our customers and must demonstrate decisiveness and anticipatory problem solving. Participate in GHRS Projects on behalf of the Service Center.
Essential Job Functions/Core Job Responsibilities
Drives optimal Customer Satisfaction; focus on excellence in HRSC activities. Promotes the satisfaction of the SC customers (Abbott employees and managers) of the organization aligned to Global HR Services (GHRS) vision and Pillars. Also Drives the adoption of the GHRS concierge model.
Operational Excellence: Floor Operations: Establish daily staffing schedules; monitor real time (phone and chat) and queued workloads (emails, forms, contracts, off-boarding checklist) against forecast; react to changes in business conditions including inbound work volumes, available staffing, and escalated work; monitors daily service levels.
Collaboration: Shares workload across a global network of service centers and GHRS peers in a matrixed structure; trusted partner of managers and HR in the region
Coach associates/ specialist to troubleshoot and resolves customer escalations by partnering with Service Center Colleagues, others GHRS colleagues or Practice Centers, BHR, Payroll, ER and/or Legal.
Conduct Quality Reviews through utilizing monitoring tools to assess the work efficiency and handling of the customers inquiries.
Identifies process and service gaps, roadblocks to quality customer service and gathers and disseminates voice of the customer feedback.
Adherence to Compliance: Promote a compliance team mindset. Assures team members trainings attendance and recertifications per established guidelines, raises red flags, manages late terminations globally.
Attract: Work closely with TA recruiting team) to guarantee the timely sourcing and hiring.
Develop: Ensure Onboarding is executed timely and in alignment to GHRS standards that includes meeting the 90-day timeline milestones. Additionally, ensure ongoing training needs are met to support the business needs. Applies regular coaching and feedback to enhance their skills and competencies. Also manage underperforming employees and mentor high performing talent accordingly.
Retain: Execute all engagement initiatives to generate a Healthy and positive environment. Also promotes diversity, encourage individuals to drive their careers, recognizing and rewarding their teams for their contributions
Continues Improvement: listen, gather, and identify process improvement opportunities to address customer needs and drive internal process efficiencies.
Stakeholder Management: Manage its teams scalations using the GHRS matrix, collaboration, leveraging the HR global Network.
GHRS Projects: Participate in the development and implementation of GHRS key projects on behalf of the SC.
System Adm.Duties: Manages Work scheduling tools (SAM, others), Time entry and Time Off requests, tracking team daily attendance, apply interventions and assures appropriate workforce adjustments to meet the coverage needs. Ensures offboarding tasks are completed timely.
Position Accountability / Scope
Report to the Director, HR Service Center (OUS) or Sr. Manager, HR Service Center (US)
Is part of the regional or functional Client Management Team
This roles coordinates: At the local level: Regularly with teams from the Service Center, PA and DI. At a Regional Level: With the extended HR community: Affiliate and Divisional HR and members of the Practice Centers: C&B, TA, ATD, HR Communications, Talent Management & HR Finance. At the Global Level: With SC peers and with GHRS colleagues and HR community in general.
Bachelor's degree preferred with 5 years of relevant work experience, or 10 years of relevant work experience without a college degree. Highly desirable to have minimum 3 years leading others.
Relevant work experience in a shared service center or contact center with supervision of 5 or more employees.
Languages: Proficiency in English (spoken and written). Excellent telephone, written and verbal communications skills necessary.
Expert knowledge in HR service technology tools such as Avaya, Salesforce, Zendesk and Workday a plus.
Human Resources, Customer Services and Project Management experience a plus.
Competencies Needed: Leadership Skills, Resourceful, Communications at all levels, Collaboration, Coaching, Cultural Awareness, Problem Solving, Time Management, Prioritization, Relationship Builder, Multitasker, Emotional Intelligence, Empathy, Attention to detail, managed ambiguity, Analytical thinking.
WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great career. We offer:
Training and career development, with onboarding programs for new employees and tuition assistance
Financial security through competitive compensation, incentives and retirement plans
Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
Paid time off
401(k) retirement savings with a generous company match
The stability of a company with a record of strong financial performance and history of being actively involved in local communities
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.