Bilingual Business Support Specialist – Ask HR

THE POSITION

The Business Support Specialist – Ask HR is a senior level HR support position responsible for providing consistent, high quality customer service and HR support to Novo Nordisk employees, candidates and retirees. This position will receive escalations from the Senior Business Support Coordinator – Ask HR for more complex HR issues that require a deep understanding of one or more specific HR functions (including benefits, payroll, compensation, talent acquisition, talent management, etc.). The Business Support Specialist – Ask HR is responsible for providing advanced support for all escalated HR transactions, policies, and processes to all employees through multi-channel support (i.e., phone, online, email, chat, etc.)

Identifies solutions to resolve escalated employee inquiries and effectively communicate complex and difficult information and processes to employees so they understand their issue and resolution. It requires partnership with third-party vendors, HR Business Partners and CoEs to own and process services, interpret policies and resolve complex inquiries. This position has a strong focus on identifying and executing on opportunities for improvement within the department as well as identifying root cause of escalations and partnering with necessary stakeholders for resolution.

RELATIONSHIPS

This position reports to the Manager, Ask HR. Interacts with all levels of business. Develops and maintains strong relationships with internal HR colleagues and business partners to support functional processes, programs and/or services. External relationships include but are not limited to outsourced vendors, retirees and candidates. Researches and resolves complex or sensitive issues for employees. Provides guidance and assistance to Senior Business Support Coordinator – Ask HR

ESSENTIAL FUNCTIONS

• Develop and maintain positive relationships with key stakeholders (external vendors, HRBPs and CoEs)
• As part of a team, ensures 100% coverage during normal business hours (8:00 am – 6:00 pm) and thoroughly document all inquiries in case management application. Achieve operational metrics in support of the call centers service level agreements and industry best practices
• Compile and analyze metrics related to frequently asked questions, surveys (VOC), call volume, response time, etc. to draw meaningful conclusions and proactively identify and execute on areas of opportunity to simplify, add value, increase efficiency, reduce volume, improve customer service, etc. Ability to present metrics and communicate findings
• Proactively provides recommendations for process improvement strategies and executes/implements suggested improvements
• Maintain a current understanding and awareness of HR knowledge and processes along with a deep knowledge of one or more specific HR functional areas (benefits, payroll, compensation, talent acquisition, talent management, etc.) to effectively support employee questions with minimal escalations to ensure a positive experience. Interpret and apply processes and policies effectively. Continuously learn and develop knowledge to resolve issues and provide accurate answers to customers. Contribute positively to the team through the sharing of knowledge, ideas and best practices
• Partner with internal business partners and/or external vendors on escalated employee inquiries when specific, in-depth functional knowledge or an exception is required. Proactively identifies and executes on areas for improvement within the department
• Provide excellent customer service by researching and resolving escalated employee inquiries/complaints in a timely, professional, and consistent manner. Proactively informs employee of case status and manages communication and interaction with employee as issue is resolved. Responses are non-scripted and more complex
• Own and execute assigned services, such as monthly maternity leave meetings, RTW Compensation process, HR System Administration, etc. Cross-train backups for assigned services and ensure all working instructions are documented and kept up to date
• Identifies gaps in Ask HR Portal content and agent reference materials in areas of expertise (benefits, payroll, compensation, talent acquisition, talent management, etc.) and works with key stakeholders to create or update content, as needed
• Attend share fairs and other employee-facing events as needed
• Proactively partner with key stakeholders to ensure Ask HR is trained and ready to support employee inquiries
• Develop training materials and provide guidance and training to lower-level positions
• Works on special assignments as assigned and may serve as back-up to Manager, Ask HR by working on department projects, reporting, presentations, and other tasks as assigned by management

PHYSICAL REQUIREMENTS

0-10% overnight travel required.

QUALIFICATIONS

• Education and Certifications:
• Requires a Bachelor’s degree; relevant experience and/or certification in specialized HR function may be substituted for degree, when appropriate. PHR, SPHR, CEBS, or CBP certification preferred
• Work Experience:
• Three years of HR experience preferred
• Knowledge, Skills, and Abilities:
• Requires advanced knowledge of HR practices and processes, as well as a deep understanding of one or more HR functions (including benefits, payroll, compensation, talent acquisition, talent management, etc.)
• Ability to maintain highest level of confidentiality
• Advanced skill level in Microsoft Office, particularly Excel, required. Demonstrated skills in PC applications
• Customer service experience preferred, in a customer care or HR role receiving inbound service calls; pharmaceutical industry experience a plus
• Demonstrated experience taking initiative to effectively lead projects and process improvements
• Demonstrated success in problem solving with proven ability to pay close attention to details to ensure customer needs are met
• Must be able to excel in a fast­paced, rapidly changing environment and meet challenging deadlines
• Fully bilingual in French and English
• Excellent verbal communication, including proper grammar, tone, and a clear speaking voice to ensure solid communication with customer via all contact channels
• Excellent written communication skills, including proper grammar and correct sentence structure to document cases and communicate with customers via all contact channels
• Ability work well independently and within a team
• A high degree of professionalism in working with customers, peers, and managers

APPLICATION DEADLINE: February 1st, 2025.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please email us at cami-hr@novonordisk.com

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. 

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.

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