Specialist, HR Operations
Cardinal Health
Taguig, National Capital Region, Philippines
3d ago

Primary areas of responsibility : Responsible for responding to, and supporting, the resolution of Tier 1 inquiries from managers, employees, and HR regarding a variety of US HR issues, including : Payroll, employee data, benefits, compensation, Leave of Absence, and more.

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
  • 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
  • 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)) 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 systemsGenesys call monitoring and tracking systemVerint Workforce Management systemDataCap manages electronic employee filesADP employee pay statements and tax documents
  • HR Process Acumen / Improvement : Uses knowledge of HR processes and HR acumen to complete US-based employee requestsDemonstrates 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
  • ComplianceEnsures complete protection of employee data and complies with all data privacy processes and regulationsFollows and maintains process documentation and Local Work Instructions
  • Qualifications :

  • Senior High School diploma or equivalent
  • 1-3 years of HR experience (or related field), preferred
  • Strong English communication skills (verbal and written)
  • Ability to be trusted (or previous experience working with) confidential employee information
  • Excellent note-taking ability to document interactions with employees
  • Uncompromising commitment to client and customer satisfaction
  • Ability to quickly learn US HR processes, policies, and practices
  • Ability to work effectively in a fast-paced, self-directed team-based environment
  • Strong attention to detail and appreciation for data accuracy and integrity
  • Cardinal Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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