Jon Description

• As HR Advisor you will be the first point of contact for managers and employees regarding HR
• You will respond to questions within all HR areas such as governance, labor law, agreements and policies.
• Examples of questions could be about maternity leave, holidays and salary payments. you will be also responsible for employee certificate and references.
• Handle operational advice and guidance through phone, e-mail and chat, handled in a ticket tool system. It will include collaboration with internal and external parties to ensure effective and up to date HR service delivery.
• Support managers and employees to work within the HR service delivery model and encourage their use of self-service functionality.

Main Duties and Responsibilities

Service delivery:

• Responsible for providing a trusted and quality HR advisory service by resolving low to medium complexity HR queries and issues in respect of various global and local HR policies and processes, as defined in the Global HR Services service catalogue.
• Utilize Knowledge Base to manage all incoming call center queries that can be resolved during phone call or that require basic investigation to provide resolution; proactively utilize all resources and technology available
• For activities under the HR Services scope, the HR Advisor is responsible for updating / processing HR data accurately to ensure a compliant, accurate database in Workday and sending relevant information to Payroll (to ensure that Workday and Payroll data is aligned and accurate).
• Maintain accuracy of the country specific knowledge base for HR Advisors – e.g. FAQs, HR Services policies
• Make efficient use of HR technology to support day-to-day activities and the delivery of a positive and engaging customer experience. Manage and utilize all supported channels (phone, email, case management, employee self-service portal, chat feature) to ensure timely responses and ensure achievement of internal service level agreements. For example, use ticketing tools (ServiceNow) to effectively log and track queries and, based on insights from day-to-day activities, propose potential changes or enhancements to MyHR content and local knowledge base documentation (e.g. FAQs)

Compliance

• Adhere to the governance model as defined by the Global HR Services organization.
• Ensure service related activities are of the correct quality and in accordance with written procedures and current legal requirements / internal standards.
• Raise issues in a timely manner and escalate appropriately so resolution is found and service quality is not impacted.

Continuous Improvement

• Take actions to advocate and drive employee self-service solutions and intranet as a key resource
• Proactively identify process improvement opportunities.
• Participate in root cause analysis activities when required.
• Identify initiatives / good practice which could be scaled more broadly (i.e. across countries) and inform the Service Delivery Manager Work with Global HR Services colleagues to actively listen to and propose improved ways of working and work with relevant stakeholders to translate into actionable change.
• Support continuous improvement projects as assigned and ensure completion of activities on time

Experience

• Previous experience of general HR or payroll
• Location: Based in Cairo, Egypt
• Ability to prioritize activities and multi-task in order to meet goals and deadlines
• Work collaboratively, as part of a team
• Able to work independently and take accountability for the quality of personal outputs and success
• Experience of working in a customer service environment and of having worked in a technology driven environment
• Demonstrated strong interpersonal, service minded, verbal (phone) and written communication, as well as active listening skills to handle a volume of inbound inquiries from employees/customers; position continually requires demonstrated poise, tact and diplomacy
• Demonstrated ability to maintain confidential information
• Detail orientated
• Experience in using of query ticketing tools
• Possesses knowledge of AZ HR systems (Workday experience is a plus)
• Knowledge in country HR legislation, AZ policy and processes
• Ability to quickly learn and work in a cloud-based solution

Essential Requirements

• Excellent communication skills
• Fluent spoken and written French and English.
• Establish positive relationships throughout HR and with process partners
• Demonstrated ability to use Microsoft Office products (Word, Excel, Outlook, PowerPoint, SharePoint, etc.)
• Previous experience in working in a service desk function
• Practical experience providing HR advice via e-mail or phone

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

To ensure the recruitment & selection of the best calibre that would push our business forward, AstraZeneca is opening this vacancy for internal and external candidates.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.