Merck is a leading science and technology company in healthcare, life science and performance materials. Around 50,000 employees in 66 countries work to further develop technologies that improve and enhance life – from biopharmaceutical therapies to treat cancer or multiple sclerosis, cutting-edge systems for scientific research and production, to liquid crystals for smartphones and LCD televisions.
For our HR Shared Service Center for Europe operating in Wroclaw we are currently looking for:
Your role: Joining our international HR Services team you will be responsible for developing and implementing customer service delivery strategy and tactical plans for Contact Centre. In your transition scope, you will provide customer sign off for the final transition phase for the HR Services scope of the project; you will ensure change readiness of people, processes and technology within the HR service Centre for the smooth transition of HR Services to operational status; you will ensure effective knowledge transfer concerning the on boarding of new countries from the HR Service Programme. You will be responsible for supervision of employee life-cycle transaction processing, employee data security and accuracy, and employee data maintenance; providing expertise and support to ensure data integrity. You will ensure proper documentation of operating procedures and guidelines (e.g. call guides). You will monitor customer satisfaction and elevate issues of dissatisfaction for quick resolution. You will work closely with country HR staff at all levels to confirm efficiency and effectiveness of output and management. You will identify new initiatives, in conjunction with in-country specialists, COE and HRBP for identifying and incorporating additional transactional work from in country staff to the regional HR SC and further efficiency gains. You will establish a metrics-driven and customer focused culture within the Contact Centre. As the supervisor of HR Service & Resolution team you will be responsible for: recruiting, training, performance evaluation, motivating, developing competencies, providing timely knowledge sharing with the team.
Who you are:
- Experience as people manager will be an asset.
- Experience with SAP HR, MS Office advanced knowledge (Excel, Outlook, Word), (HR) Ticketing systems with the system Success Factors would be an advantage.
- Experience in HR Shared Services Centre essential, including Tier 0, Tier 1 and Tier 2 transactional administration will be an asset.
- Business acumen, understanding and contributing as a member of the Management team to discuss HR Shared Service business strategy.
- Strong analytical, problem solving and critical thinking skills.
- Fluency in English (written and spoken) is a must.
- Knowledge of any other language (e.g. Spanish, Italian) would be an advantage.
- Excellent written, oral, presentation, facilitation, and interpersonal communication skills - ability to communicate effectively across all levels of the organization.
- Exceptional customer service skills.
- Strong collaboration and teamwork skills.
- Ability to work in a global and virtual environment, building strong partnerships with peers, business partner and customers.
- Excellent organizational skills.
- Proactive attitude, focus on results.
- Ability to multitask and organize time efficiently by prioritizing work and concentrating on key tasks.
What we offer:
Your possibilities to develop in our growing company are just as manifold as our product portfolio. We offer a modern and international working environment to unleash your innovative potential in diverse teams, and take responsibility for our employees, products, the environment and society.
Additionally, we offer: interesting and challenging work across multiple countries; possibility of work in international projects; personal development opportunities; great team atmosphere; flexible working hours competitive benefit package including: medical care, life Insurance, Multisport card, Empik pre-paid cards, cinema tickets, Lunch Pass card, vouchers, access to discounts & promotions.
