HRConnect, Sr. Consultant

Employer
AbbVie
Location
Lake County, IL, US
Posted
Jun 06, 2019
Ref
1903886
Required Education
Bachelors Degree
Position Type
Full time

The HRConnect Sr. Consultant is responsible for routine customer service inquires related to the service catalog (e.g., HR, Payroll, Benefits, etc.) and provides Employee Self-Service and Manager Self-Service support. The role supports customer inquiries and provides assistance utilizing Shared Services knowledge tools, standard screens, scripts, and developed procedures for inquiry resolution.

Key Responsibilities Include:

  • Answers general questions and redirects misplaced calls
  • Leverages procedures, policy manuals, knowledge databases, other reference materials, etc. to assist in answering Employee and Manager inquiries and resolving Employee and Manager HR challenges
  • Guides HR Employee Self-Service and Manager Self-Service transactions
  • Execute select HR related transactions (e.g., data changes) or appropriately escalates issues as needed
  • Inputs data into Workday to transact on customer requests
  • Perform data analytics and deliver reports
  • Escalates Employee and Manager inquiries to Tier II Functional Specialists when specific, in-depth functional knowledge is required
  • Documents all employee inquiries, issues, and transactions in case management tools as required
  • Participates in service center work instruction material development, leads and/or participates in continuous improvement workshops and projects as requested
  • Lead and/or participate in ad hoc projects as required

 


Basic:

 

 

  • Bachelor's Degree or equivalent work experience preferred
  • 5+ experience in HR, HR operations and Customer Service environment preferred
  • Specific language skills requirement depending on the center location
  • Strong customer service and interpersonal skills
  • Expertise in HR service and processes as well as HRIS tools and systems
  • Strong technical, analytical and computer skills
  • Able to follow standard procedures and processes
  • Able to identify continuous improvement opportunities and contribute in such projects
  • Able to recognize situations requiring call escalation and handle dissatisfied customers
  • Ability to handle confidential and sensitive information


Key Stakeholders:

HR Operations team, Payroll, Business HR, HR COEs, Third party vendors, AbbVie colleagues