Associate, HR Shared Services

IQVIA; Philippines; Hybrid; PHP 279,000 - 391,000; Full time

Job summary

IQVIA Philippines is seeking an HR Data Entry and Customer Service Associate to support HR Shared Services. The role focuses on inputting employee actions into Workday, maintaining data quality, and handling routine hire administration and inquiries.

Responsibilities include data maintenance, documents handling, and delivering service via multiple channels while adhering to SLAs. A 4-year degree and 1+ year of customer service experience are preferred; hybrid work arrangement is available.

Qualifications

• Graduate of any 4 year course.
• Typically requires a minimum of 1 years of customer service experience.
• Requires basic job knowledge of systems and procedures obtained through prior experience or education.
• Knowledge of applicable company HR policies and administrative processes.
• Knowledge in Workday, ServiceNow or PeopleSoft is a plus but not required.
• Excellent customer service skills.
• Strong verbal and written communication skills.
• Strong detail orientation with ability to analyze data and information.
• Skill in use of applicable computer applications.
• Skill in accurate data entry. Keying ability of 60 words per minute or better.
• Ability to identify process improvement opportunities and implement change smoothly.
• Ability to take direction within a team setting and complete team related work.
• Ability to handle several projects simultaneously, either individually or in a team setting.
• Ability to work in a high pressure, volume related environment.
• Ability to establish and maintain effective working relationships with coworkers, managers and clients.
• Amenable to work on a hybrid set up
• Amenable to work on morning or mid shift schedule.

Responsibilities

• Input data into HR databases reflecting employee actions per SOPs and SLAs.
• Data maintenance and audit activities related to Workday.
• HR hire administration including letters, Workday input, background screening, and file maintenance.
• Provide customer service via phone, email, fax, chat; log requests in case management and escalate as needed.
• File documents in personnel folders and track missing forms.
• Handle complex requests and escalate per guidelines.
• Share best practices and develop suggestions for improved processes including automation.
• Foster teamwork to meet SLAs.
• Participate in project activities.

Skills

Customer service

Data entry

Attention to detail

Communication skills

Data analysis

Computer applications

Workday knowledge

Process improvement

Teamwork

Multitasking

High-pressure environment

Education

4-year degree

Tools

Workday

ServiceNow

PeopleSoft

Job description

• Input data into Human Resources databases to reflect employee actions according to standard operating procedures (SOPs), service level agreements and quality and timeliness standards; contact managers and human resources staff as necessary to request missing information and resolve invalid data issues.
• Complete data maintenance and audit activities according to Service Level Agreements as related to data input to Workday.
• Conduct all activities according to Service Level Agreements (SLAs) related to hire administration including: employment letter/contract issue; Workday input; background screening activities; health-related screening as appropriate and administrative tracking and recording of related documentation including maintenance of employee files.
• Execute customer service activities according to SLAs including but not limited to the following, answer and respond to all inquiries (phone, email, fax, chat) into the HR Shared Services. Log all call/chat requests and transactions into the case management system. Provide information and resolve any issue pertaining to these call/chat in a timely courteous and professional manner. Follow appropriate escalation protocols as required.
• File appropriate documents in personnel folders in accordance with SOPs. Track and follow up on missing forms required for personnel file.
• Handle complex requests and escalated to relevant parties according to procedural guidelines.
• Share best practices with team members and management.
• Develop and document suggestions for new and improved processes including ideas regarding automated tools and/or procedural policies.
• Foster an environment of teamwork by assisting others in the team to ensure group meets all Service Level Agreements (SLA's).
• Participate in project activities as assigned by management.

Job Description

• Input data into Human Resources databases to reflect employee actions according to standard operating procedures (SOPs), service level agreements and quality and timeliness standards; contact managers and human resources staff as necessary to request missing information and resolve invalid data issues.
• Complete data maintenance and audit activities according to Service Level Agreements as related to data input to Workday.
• Conduct all activities according to Service Level Agreements (SLAs) related to hire administration including: employment letter/contract issue; Workday input; background screening activities; health-related screening as appropriate and administrative tracking and recording of related documentation including maintenance of employee files.
• Execute customer service activities according to SLAs including but not limited to the following, answer and respond to all inquiries (phone, email, fax, chat) into the HR Shared Services. Log all call/chat requests and transactions into the case management system. Provide information and resolve any issue pertaining to these call/chat in a timely courteous and professional manner. Follow appropriate escalation protocols as required.
• File appropriate documents in personnel folders in accordance with SOPs. Track and follow up on missing forms required for personnel file.
• Handle complex requests and expedite to relevant parties according to procedural guidelines.
• Share best practices with team members and management.
• Develop and document suggestions for new and improved processes including ideas regarding automated tools and/or procedural policies.
• Foster an environment of teamwork by assisting others in the team to ensure group meets all Service Level Agreements (SLA's).
• Participate in project activities as assigned by management.

Job Requirements

• Graduate of any 4 year course.
• Typically requires a minimum of 1 years of customer service experience.
• Requires basic job knowledge of systems and procedures obtained through prior experience or education.
• Knowledge of applicable company HR policies and administrative processes.
• Knowledge in Workday, ServiceNow or PeopleSoft is a plus but not required.
• Excellent customer service skills.
• Strong verbal and written communication skills.
• Strong detail orientation with ability to analyze data and information.
• Skill in use of applicable computer applications.
• Skill in accurate data entry. Keying ability of 60 words per minute or better.
• Ability to identify process improvement opportunities and implement change smoothly.
• Ability to take direction within a team setting and complete team related work.
• Ability to handle several projects simultaneously, either individually or in a team setting.
• Ability to work in a high pressure, volume related environment.
• Ability to establish and maintain effective working relationships with coworkers, managers and clients.
• Amenable to work on a hybrid set up
• Amenable to work on morning or mid shift schedule.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.