People Services Generalist

JOB PURPOSE / MAIN PURPOSE OF THE JOB

The purpose of this role is to:

•    Manage HR queries from employees using the procedures provided and articles in the knowdge base 
•    Work in the case management tool to report each case and Progress on the resolution 
•    Provide the customer service to the employees mostly on HR Services queries verbally and in writing 

•    Support writing knowledge articles based on the process content provided.

Monitor compliance with Core Model within HR Service tools and process guidelines ensuring service level agreements are generated with stakeholders in the assigned region.

The TR1 Support will ensure that the procedures listed below are executed within the legal framework of the assigned countries and Sanofi's corporate policies, ensuring that the deliverables are made in quality and time under an adequate environment of control and segregation of duties, allowing to minimize the risks associated with the process.

With respect to HR Services (HRS), the Business Services center will cover the following process areas:

Manage Organization & Employee Master Data

• Maintenance of positions in organization charts
• MDM support for organization chart reorganization
• Functional Support of the main HRS tools Workday, MyPortal, Qliksence or Others
• Functional support in International Movements processes
• Reports, related to data cleansing in the systems.

Query Management

• Update and maintenance of manuals for the different HRS related systems.
• Functional support to the main stakeholders during process execution.
• Review and analysis of SLAs, generating alerts, reports and follow-up plans to manage them.
• HR Service: support, training and maintenance of HRS tools.

Transversal Functions

• Training during the D+1 Onboarding process.
• Training to WD managers on the different roles and responsibilities they have within the tool.  
• Performing tests for Workday or other HRS system upgrades.
• Preparation of bulk upload files when required and validation in production in conjunction with MDM
• Preparation, analysis and follow-up of HRS KPI's, sending alerts on possible breaks in the process of the month.     

KEY ACCOUNTABILITIES:

Operation
•    Handle incoming phone calls / emails / tickets from employees regarding HR issues 
•    Analyze and resolve most common enquiries using step-by-step instructions provided
•    Deliver high quality standard service to internal employees
•    Continually seek out ways to improve user satisfaction
•    Demonstrate knowledge of C2R processes and procedures provided
•    Support the process team with writing the knowledge articles based on the content provided in English and Local language

Continous improvement
•    Identify process improvement opportunities through elimination of redundant activities

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