Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.

Summary

Junior HR Professional supporting areas of focus within compensation, benefits, leave of absence administration, talent acquisition or HR operations administration with basic knowledge of HR principles. Works with supervision and guidance from experienced specialists or manager.  Assigned projects are smaller in scope and complexity; This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.

Essential Job Functions/Core Job Responsibilities

• Problem Solving / Issue Ownership: Responsibility for managing priorities; issue and escalation management and recovery, initiating process improvements; accountable for project outcome and deliverables
• Analytical/Critical Thinking: ability to assess and identify data and inputs from multiple sources, effectively assess impacts, understand interdependencies, and proactively work to solve for or mitigate challenges
• Continuous Improvement: listen, gather, and identify process improvement opportunities to address customer needs and drive internal process efficiencies
• Project Management; focus on excellence in HRSC activities. Promotes the satisfaction of the SC customers (Abbott employees and managers) of the organization aligned to Global HR Services (GHRS) vision and Pillars. Also Drives the adoption of the GHRS concierge model.
• Operational Excellence: Program administrator with initiative and proactiveness to move selected scope of work with a degree of greater complexity; Works with peers in own function of HR Services and collaborating with PCs, BHR, and Finance; Failure to achieve results can normally be overcome without serious impacts to employees or programs.
• Collaboration: Shares workload across a global network of service centers and GHRS peers in a matrixed structure; trusted partner of practice center partners. Supports associates/ specialists to troubleshoot and resolve customer escalations by partnering with Service Center Colleagues, others GHRS colleagues or Practice Centers, BHR, Payroll, ER and/or Legal. Identifies process and service gaps, roadblocks to quality customer service and program management
• Adherence to Compliance: Promote a compliance team mindset. Follow program processes and protocols per established guidelines, raises red flags.
• GHRS Projects: Participate in the development and implaementation of GHRS key projects on behalf of the SC.

Position Accountability / Scope

• Report to the Manager, Program Administration or Supervisor, Program Administration
• This roles coordinates: At the local level: Regularly with teams from the Service Center, PA and DI. At a Regional Level: With the extended HR community: Affiliate and Divisional HR and members of the Practice Centers: C&B, TA, ATD, HR Communications, Talent Management & HR Finance. At the Global Level: With SC peers and with GHRS colleagues and HR community in general.

Requirements

• Associate’s degree with 2 years of relevant work experience, or 4 years of relevant work experience without a college degree.
• Relevant work experience in a shared service center or contact center
• Languages: Proficiency in English (spoken and written). Excellent telephone, written and verbal communications skills necessary.
• Expert knowledge in HR service technology tools such as Avaya, Salesforce, Zendesk and Workday a plus.
• Human Resources, Customer Services and Project Management experience a plus.
• Competencies Needed: Problem Solving, Analytical thinking, Process Improvement, Collaboration, Communications at all levels, Project Management Support, Self-Directed, Resourceful, Cultural Awareness, Time Management, Prioritization, Relationship Builder, Multitasker, Emotional Intelligence, Empathy, Attention to detail.