Customer Service jobs in Germany

Onsite Location(s): Dusseldorf, Germany

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information, and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the Role:
The Senior Employee Relations Representative role is a pivotal partner to our business and our employees in the EMEA region. This position provides a great opportunity to make a positive impact on the health, safety, and overall workplace experience for Boston Scientific employees. This role consists of conducting confidential investigations involving conduct, discrimination, harassment, and retaliation in accordance with BSC policies, local laws, regulations, and requirements. This position also provides the opportunity to use consultative strategies while partnering with other peers and partners on escalations involving performance management, employee accommodations, and sensitive employee situations. This position will support all functions in the EMEA region including Commercial Divisions, Global Operations, Global Functions, and Global Supply Chain organizations.

Your responsibilities will include:

• Developing strategy and creating investigation plans prior to conducting, managing, and documenting investigations of varied complexity and scope to help support the employee experience as well as mitigate risk for the organization.
• Conduct thorough internal investigations to gather the facts of reported employee concerns to determine any policy violations.
• Assess the severity of determined company policy breaches, involve appropriate stakeholders and provide final recommendations based on policy and company precedent.
• Consult with cross-functional peers on inquiries and escalated employee matters including Legal, HR Business Partners, and People Services on a variety of sensitive matters.
• Act as the subject matter expert on company policy and be able to educate and influence the recommendation when there is a determined policy violation.
• Analyze investigations data and provide trend information to appropriate parties as well as strategic actions to address the themes and trends within a business.

Other responsibilities:

• Prepare clear, concise, and accurate investigative reports that summarize findings and provide recommendations for resolution. Present findings to management and other stakeholders as needed.
• Maintain accurate and confidential records of all investigations and employee relations matters. Ensure documentation is complete, secure, and in compliance with legal and company requirements.
• Interpret and apply company policies, procedures, and practices to ensure consistent and fair handling of employee relations matters. Provide guidance and advice to managers and employees on policy-related issues.
• Regularly partner with Legal, HR Business Partners, and People Services on a variety of sensitive matters.
• Represent the organization in cases where the matter is referred to mediation or a tribunal.
• Support the management of the relationship with employee representative groups (work councils, etc.) on behalf of the organization.
• Contribute to the creation and refinement of HR policies in the region.
• Contribute to the evolution of the global employee relations framework and HR operating model, including programs, policies, procedures, practices, and system enhancements.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor’s degree in human resources, business, or a related field.
• 5+ years of progressive experience in human resources, with a focus on employee relations, performance management, and compliance in highly matrixed organizations with multi-country or global focus.
• 5+ years of experience managing and conducting full-cycle, complex internal employee investigations supporting multiple countries.
• Languages: Fluent in English is a must. Fluency in French, Italian, or German is highly preferred.
• Regional Expertise: Strong knowledge of EMEA employment laws and regulations, with specific experience in countries like the UK, Italy, Germany, and Netherlands.
• Ability to take initiative and work independently with minimal supervision.
• Demonstrated organizational skills, with the ability to prioritize multiple tasks and manage deadlines effectively.
• Effective collaboration skills with a proven history of working with a variety of internal stakeholders in a complex matrix environment.
• Ability to maintain confidentiality and handle sensitive information.

Other requirements:

• Ability to manage multiple tasks in a fast-paced and matrixed work environment.
• Demonstrated excellent verbal and written communication skills.
• Demonstrated excellent interpersonal, team-building, and customer service skills.
• Demonstrated ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies.
• Strong analytical and problem-solving skills.

Requisition ID: 600350

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!