Job Description

Primary areas of responsibility: Responsible for responding to, and supporting, the resolution of Tier 1 inquiries from managers, employees, and HR regarding Employee Data Management and Payroll concerns via phone. What the myHR Service Center contributes to Cardinal Health: The myHR Service Center team is responsible for general employee inquiries, management & maintenance of employee data, and efficiency of US HR data transactions and processes.

• Uses knowledge of US HR processes and technologies to initiate and/or complete employee HR requests and inquiries
• Operates within service level agreement
• Cultivates a customer service culture while demonstrating empathy for the personal circumstances of employees
• Provides support to employees and other HR teammates through the launch of US HR company-wide programs and policies
• Consult with, and provide guidance to US-based employees about company policy and program inquiries
• Partner with other HR teams (Centers of Excellence, HR Solutions, Advice and Counsel Center (ACC)) and the US-based myHR Service Center team to ensure consistent, positive, employee experience
• Uses knowledge of global HR processes to support HR inquiries from all employees and managers
• Follows and updates standard operating procedures/local work instructions

Role accountabilities:

• Resolves US-based employee issues, concerns, and inquires through phone, email, or online submission regarding HR policies and processes
• Follows call scripts and instructions/requirements for engaging with employees
• Supports English speaking employees
• Fully documents all employee interactions (cases) in Case Management system/application (ServiceNow)
• Works efficiently to meet expected service levels and business performance goals
• Follows, maintains, and updates Local Work Instructions (LWIs) housed in the myHR Knowledge Management system (ServiceNow)
• Participates in training to improve HR acumen and support new projects/initiatives being implemented by other HR teams
• Triages cases coming into the myHR Service Center to the appropriate myHR Service Center teammate to respond; escalates cases, as needed
• Adheres to employee data security and authorization regulations
• Partners with other myHR Service Center teams (Leave Management, Payroll, and Employee Data Management (EDM) Workforce Compliance and Records) to ensure positive employee experience
• Works in a team-based environment, supporting and mentoring new teammates
• Work reviewed for sound reasoning and accuracy
• Reports to: Supervisor, HR Operations in Manila
• Systems used:
  • Works in the following systems on a daily basis:
    • Workday – employee data & transactions (system of record)
    • ServiceNow – case management system, and Knowledge Management (repository for policies & LWIs/procedures) (system of action)
    • Kronos Dimensions and Workday – US timekeeping systems
    • Genesys – call monitoring and tracking system
    • Verint – Workforce Management system
    • DataCap – manages electronic employee files
• HR Process Acumen / Improvement:
  • Uses knowledge of HR processes and HR acumen to complete US-based employee requests
  • Demonstrates strong knowledge of customer service protocols and empathy for the personal circumstances of employees
• Customer Experience / Metrics:
  • Responsible for achieving Service Level Agreement (SLA) and business performance goals (Average Handle Time (AHT), schedule adherence, quality, etc.)
• Compliance
  • Ensures complete protection of employee data and complies with all data privacy processes and regulations
  • Follows and maintains process documentation and Local Work Instructions

Qualifications:

• Graduate of any Bachelor’s Degree
• 1-3 years of HR shared services experience (or related field), required
• Prior experience with US HR processes, policies, and practices, required
• Strong English communication skills (verbal and written)
• Proficient in Workday and Service Now
• Ability to be trusted (or previous experience working with) confidential employee information
• Willing to work US hours
• Willing to work onsite (BGC)

** Internal candidates have to be in B3/B4/P1 roles for a minimum of 1 year to be eligible to apply for this position. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.