Job Information
Astellas Pharma Workforce Services Advisor in Markham, Ontario
Astellas Canada
At Astellas, we strive to become a cutting-edge, value-driven life science innovator. This means working at the forefront of healthcare change to turn innovative science into VALUE for patients.
What sets us apart is our focus on patients, our pioneering innovation, our collaborative culture, and the passion of our talented people.
Making a positive impact on patients’ lives is the purpose behind everything we do. At Astellas, we are relentless in our pursuit of scientific progress and in tackling unmet medical needs, demonstrated by our legacy in oncology, overactive bladder and transplant and our impressive pipeline in women's health, blindness and regeneration, genetic regulation, immuno-oncology, mitochondria and targeted protein degradation.
About Us:
We are a global pharmaceutical company headquartered in Japan, with a team of more than 14,000 managing operations in approximately 70 countries around the world. We are in the Top 30 global biopharma company based on global revenues and are predicted to be one of the Top 10 Cancer Drug Makers of 2024 by Fierce Pharma.
In Canada, we are growing to meet the exciting opportunities realized by our legacy brands and rich pipeline of innovative treatments.
We are looking for candidates who will thrive in our entrepreneurial and empowering environment where talent and leadership flourish. Do your values align with our Astellas Way - patient focus, ownership, results, openness and integrity? Then we would love to hear from you.
From the first day in role, everyone at Astellas has a responsibility for creating a brighter future for patients around the world. We nurture exceptional relationships with our employees to allow them to thrive, foster innovation, and deliver exceptional business results. We work to create a culture where our people feel empowered to pursue brave ideas and ambitious outcomes, to have the confidence to be accountable for a higher standard of performance and embody a competitive and solutions-oriented mindset.
Our expertise, science and technology make us a pharma company. Our open and diverse culture is what makes us uniquely Astellas.
Astellas Pharma Canada (APCA) is currently searching for a Workforce Services Advisor reporting to HR Service Delivery Team Lead, Canada.
Description:
The Workforce Services Advisor is responsible for providing advice and guidance across the end-to-end life cycle where the service cannot be resolved by the third party or self-service across a cluster of countries.
They are also responsible for ensuring the service continuously improves and we robustly have the right work in the right team.
The role will report to the Workforce Services Team Lead and will work closely with the wider People Services Team to explore opportunities for continuous improvement across the HR Operations function.
Key Accountabilities:
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
Accountable for analysing customer requests that cannot be resolved and driving continuous improvement to upskill third party providers.
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.
Key Deliverables:
Delivery of Exceptional HR Operations Service Delivery Provision:
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 to vendors
Gather data in line with customer queries and requests
Ensure that all customer queries are dealt with in line with agreed service levels and key performance indicators and support the Workforce Services Team Lead in reporting on key metrics
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 Workforce Services Team Lead in a timely manner
Maintenance of HR Data and Systems
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
Ways of Working:
Work supportively and collaboratively with other teams
Place the customer at the heart of the process to ensure an exceptional customer experience
Build relationships and trust with internal and external customers
Where appropriate coach customers on processes and policies
Adopt a continuous improvement mind-set, identifying opportunities to improve the service further
Proactively interact with CoEs and HR Business Partners to understand the implications of strategies and decisions on core services and support capabilities
Required Qualifications
Experience:
Education – HR Administrator profession
Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.) with specific experience in HR process design, policy advice and employee administration
Experience in working within a Shared Service Centre environment
A broad understanding of the HR employee lifecycle
Fluent in written and verbal business English
Excellent written and oral communication skills in English
Experience in providing HR policy and process related advice and guidance
Knowledge of continuous improvement within a Shared Service Centre environment
Proficient with MS office and Outlook
Excellent Microsoft excel skills
Excellent organisation skills
Proactive
Collaborative with peers and colleagues to drive involvement and engagement
Competencies:
Customer Focus:-
Acts to support a culture where everything is done to enhance value to patients. Intentional about meeting/exceeding customer expectations.
Proactively seeks feedback to improve service provision.
Strategic Orientation:
Understands how personal/team objectives contribute to Astellas’ strategy and functional goals.
Balances ‘bigger picture’ goals and operational requirements, overcoming challenges/barriers to delivery.
Innovation & Change:
Identifies improvements and generates new ideas, methods or solutions. Positively embraces change.
Continuous improvement approach; takes personal ownership to improve ways of working and leverage/share best practice.
Results Orientation:
Ability to work autonomously and make evidence-based decisions: judgement to know when to seek guidance or escalate
Methodical with ability to prioritise and meet deadlines. Tenacious to follow up and resolve outstanding matters and explore options.
Excellent attention to detail and financial awareness (raise/process/track Purchase Orders etc.)
IT literate
(Intermediate stage) to type/ create and edit reports, trackers etc. Excel, Word, PowerPoint, Outlook and eLearning and online systems (e.g. LMS, ZINC, TMF etc. databases). Intranet and web.
Good written and verbal communications including ability to prepare updates, summaries, emails to employees and managements.
Communication & Collaboration:
Collaborates: values others views and perspective. Able to challenge respectfully and propose alternative solutions.
Proactively shares knowledge, and adapts approach to build consensus and respect diverse views and cultures.
Developing & Inspiring:
Proactively shares knowledge and best practice and encourages others to develop.
Learns from own/others experience and proactively seeks to develop personal capability.
Regularly seeks feedback on personal contribution and growth areas.
Working as One Astellas:
Takes personal ownership and acts as a role model of ethics and compliance treating everyone with respect.
Provides honest, constructive and timely feedback. Seeks feedback on own contribution and ways of working.
Interpersonal relationships:
· Internal
Employees at all levels within Astellas
Workforce Services Team Lead
People Enablement Team (CoE)
HR Business Partner (HRBP)
Broader HR Operations Teams (e.g. HRIS)
· External
Workforce Services Outsourcing Partner
Global HR Payroll Providers
Specific Physical Abilities:
- Some travel in the UK and Internationally (including overnight stays)
Additional Information
Astellas Pharma Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the hiring process.
Astellas Pharma Canada requires full Vaccination against COVID-19 as a condition of employment. Reasonable accommodation to this policy may be granted for a valid accommodation request under human rights legislation.
No telephone inquiries, in-person applications, or agencies please. While we appreciate all applications, only candidates under consideration will be contacted.
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Category HR Operations
Astellas is committed to equality of opportunity in all aspects of employment.
EOE including Disability/Protected Veterans