HR Customer Support Team Lead Belgium

工作内容

Site Name: Belgium-Wavre

Posted Date: Feb 8 2022

GSK is a place where outstanding people do amazing things. As a science-led global healthcare company, we exist to help people do more, feel better, live longer.

With such a diverse global workforce, GSK needs a team of HR experts to support and improve the lives of our patients, consumers and employees. Our values-led, high-performance culture is anchored by our HR team, and you can be part of keeping this momentum. This is an exciting time to join HR at GSK as we are building a new regional People Services Structure. Come and be part of our transformation!

Currently, we are recruiting a candidate for the role of HR Customer Support Team Lead. In this role you will report directly into our Head of HR Customer Support EMEA and be an important ambassador of our Tier1 employee experience. This role will provide You the opportunity to lead key activities to progress YOUR career.

Your Role

As a member of the HR Customer Support organisation, you are an important ambassador of the employee experience at GSK:

• Lead a team of up to 11 HR Advisors which will provide advisory and support to our customers across the whole employee lifecycle and guide them regarding topics such as recruiting services, onboarding, offboarding, transfers, HR procedures, benefits, leave of absence, position management, self-service usage and many more
• You and your Team will be the first point of contact for queries coming from our managers, employees and HR BP’s via ServiceNow channel and provide end-to-end navigation support
• Ensure your team delivers against service level expectations and defined performance standards
• Be part of our transformation journey and actively support your team through the transformation journey
• Maintain excellent relationship and stakeholder management with crucial partners in the business
• Collaborate closely with our Hub based Tier1 Team in Poznan (Poland) and Tier2 partner teams such as Payroll, Comp&Ben or Regional Effectiveness
• Implement and follow up on corrective and preventive actions as improvement opportunities are identified
• Act as escalation point and take appropriate action to resolve operational & service issues within a timely manner
• Set the right priorities in your team and ensure appropriate workforce planning (facilitate team meetings, monitor the incoming workload and ensure meaningful distribution, set up team schedules and assign supplementary tasks)
• Provide effective coaching, development and performance management
• Proactively identify opportunities for Tier 0 enhancements, ensure relevant Knowledge Base Articles retain high quality and foster a culture of self service in the business
• Implementation of ServiceNow, our new digital employee portal. You will be the operational point of contact and suggest enhancements where needed
• Deliver against all compliance imperatives including support for local and global Data Audits, local legislative needs, protecting Data Privacy at all times and adhering to confidentiality requirements
  

Who You Are

• Minimum 1-2 years of experience in a leading role preferably in an HR Operations, Shared Services or Customer Support environment
• Fluent spoken and written command of French and English language skills. Additional European languages (such as Dutch) are a great asset but not a must
• Experience with transformation and change management activities
• Excellent interpersonal and communication skills with customer service-based mindset
• Track record of operational HR service delivery experience
• Ability to make independently decisions on day to day operational matters
• Ability to lead and influence individuals in a team and keeping up a positive spirit at the same time
• Take ownership in creating a team culture which is inclusive, inspired and engaged where diversity is valued
• Excellent time management, planning and organisational skills and focus on getting things done
• Ability to manage ambiguity, swiftly understand root causes of issues and promptly switch to problem solving / execution mode
• Experience with Workday, ServiceNow, SAP or other HR systems are desirable
• Higher educational degree or equivalent experience
• High level of expertise in standard MS Office Software (excel, word, PowerPoint)
  

Why GSK?

At GSK, we have already delivered unprecedented change over the past four years, improving R&D, becoming a leader in Consumer Healthcare, strengthening our leadership, and transforming our commercial execution. Now, we’re making the most significant changes we’ve made to our business in over 20 years. We’re on track to separate and create two new companies in 2022:New GSK with a leading portfolio of vaccines and specialty medicines as well as R&D based on immune system and genetics science; and a new world-leading consumer healthcare company of loved and trusted brands.

With new ambition comes new purpose. For New GSK, this is to unite science, talent, and technology to get ahead of disease together – all with the clear ambition of delivering human health impact; stronger and more sustainable shareholder returns; and as a new GSK where outstanding people thrive.

Getting ahead means preventing disease as well as treating it. How we do all this is through our people and our culture. A culture that is ambitious for patients– so we deliver what matters better and faster; accountable for impact– with clear ownership of goals and support to succeed; and where we do the right thing. So, if you’re ready to improve the lives of billions, join us at this exciting moment in our journey. Join our challenge to get Ahead Together.

• Li-GSK
  

If you have a disability and require assistance during the course of the selection process, you will have the opportunity to let us know what specific assistance you require in order to make suitable arrangements.

Our goal is to be one of the world’s most innovative, best performing and trusted healthcare companies. We believe that we all bring something unique to GSK and when we combine our knowledge, experiences and styles together, the impact is incredible. Come join our adventure at GSK where you will be inspired to do your best work for our patients and consumers. A place where you can be you, feel good and keep growing.

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