Workforce Services Advisor - Urgently Hiring!

Astellas Canada At Astellas, we strive to become a cutting-edge, value-driven life science innovator. This means working at the forefront of healthcare change to turn innovative science into VALUE for patients.What sets us apart is our focus on patients, our pioneering innovation, our collaborative culture, and the passion of our talented people.Making a positive impact on patients’ lives is the purpose behind everything we do. At Astellas, we are relentless in our pursuit of scientific progress and in tackling unmet medical needs, demonstrated by our legacy in oncology, overactive bladder and transplant and our impressive pipeline in women's health, blindness and regeneration, genetic regulation, immuno-oncology, mitochondria and targeted protein degradation. About Us:We are a global pharmaceutical company headquartered in Japan, with a team of more than 14,000 managing operations in approximately 70 countries around the world. We are in the Top 30 global biopharma company based on global revenues and are predicted to be one of the Top 10 Cancer Drug Makers of 2024 by Fierce Pharma.In Canada, we are growing to meet the exciting opportunities realized by our legacy brands and rich pipeline of innovative treatments.We are looking for candidates who will thrive in our entrepreneurial and empowering environment where talent and leadership flourish. Do your values align with our Astellas Way - patient focus, ownership, results, openness and integrity? Then we would love to hear from you.From the first day in role, everyone at Astellas has a responsibility for creating a brighter future for patients around the world. We nurture exceptional relationships with our employees to allow them to thrive, foster innovation, and deliver exceptional business results. We work to create a culture where our people feel empowered to pursue brave ideas and ambitious outcomes, to have the confidence to be accountable for a higher standard of performance and embody a competitive and solutions-oriented mindset.Our expertise, science and technology make us a pharma company. Our open and diverse culture is what makes us uniquely Astellas.Astellas Pharma Canada (APCA) is currently searching for a Workforce Services Advisor reporting to HR Service Delivery Team Lead, Canada. Description:The Workforce Services Advisor is responsible for providing advice and guidance across the end-to-end life cycle where the service cannot be resolved by the third party or self-service across a cluster of countries.They are also responsible for ensuring the service continuously improves and we robustly have the right work in the right team.The role will report to the Workforce Services Team Lead and will work closely with the wider People Services Team to explore opportunities for continuous improvement across the HR Operations function. Key Accountabilities:Accountable for the delivery of a consistently excellent customer experience in end to end lifecycle query resolution Accountable for maintaining process, policy and procedural knowledge to ensure accuracy of advice provided to customers Accountable for the execution of administrative processes across the scope of services provided by People OperationsAccountable for analysing customer requests that cannot be resolved and driving continuous improvement to upskill third party providers.Accountable for ensuring that query resolution meets and exceeds agreed service level agreements and internal performance measures.Accountable for the maintenance and integrity of HR data both on and off systems. Key Deliverables: Delivery of Exceptional HR Operations Service Delivery Provision: Act as the escalation point responsible for the accurate resolution of HR queries from internal and external customersDeliver sound and accurate process and policy advice, building effective relationships with customers in the processFollow up on customer queries that have not been immediately resolved and retain ownership of requests escalated to vendors Gather data in line with customer queries and requestsEnsure that all customer queries are dealt with in line with agreed service levels and key performance indicators and support the Workforce Services Team Lead in reporting on key metrics Support and coach customers in completing transactions on the HR portal and other relevant online tools, systems and applications Ensure that queries are answered in a professional and efficient mannerExecute administrative processes across the entire HR employee lifecycle Actively monitor and identify opportunities for improvement across HR policies, processes and knowledge management tools Collate and escalate business feedback on HR policies and processes as necessaryEnsure that risks, issues or concerns are escalate to the Workforce Services Team Lead in a timely manner  Maintenance of HR Data and Systems Where HR systems are not available - create and maintain a manual employee and position database to inform execution of Payroll and satisfy agreed reporting requirements  Where HR systems are available – perform data changes in the relevant HR systems Maintain the integrity of HR data by ensuring it is accurate, up-to-date and consistent through regularly auditing and cleansing activities Provide HR data and basic reporting support to employees, managers and other areas of HR as required  Ways of Working: Work supportively and collaboratively with other teams Place the customer at the heart of the process to ensure an exceptional customer experience Build relationships and trust with internal and external customers Where appropriate coach customers on processes and policies Adopt a continuous improvement mind-set, identifying opportunities to improve the service furtherProactively interact with CoEs and HR Business Partners to understand the implications of strategies and decisions on core services and support capabilities