HireDiversity

Montréal, QC, CA

HR Employee Service Representative - Janssen Inc. - Montréal, QC-0776130201

Description

As a member of the Janssen Pharmaceutical Companies of Johnson & Johnson, Janssen Inc. is dedicated to addressing and solving the most important unmet medical needs in pain management, psychiatry, oncology, psoriasis, virology, anemia, attention deficit hyperactivity disorder, dementia, gastroenterology and women's health. Driven by our commitment to the passionate pursuit of science for the benefit of patients, we work together to bring innovative ideas, products and services to patients around the world.

Position Overview

The HR Service Centre located has an immediate opening for a Bilingual HR Employee Service Representative (ESR) to be located in the Montreal, Quebec location. This position is typically the first point of contact for an employee, HR Business Partner or Line Manager calling the service center. All interactions with customers will need to be handled in a confidential professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensure attention to accuracy and follow up as required. The ESR answers general questions regarding SAP portal navigation and HR/Payroll policies and procedures, referring to an online knowledge base for information and guidance. The ESR uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the contact center. The objective of the ESR is to solve issues during the call. In addition, the ESR will communicate cross-functionally with other departments such as payroll to investigate, research and resolve all issues promptly and accurately including all required customer follow-up

Key responsibilities:

Serve as a first point-of-contact for current and former Johnson & Johnson employees (and, occasionally, non-employees such as applicants or contractors) for questions regarding portal navigation and HR/ Payroll policies and procedures.

Intensive follow-up with clients to manage HR/Payroll transactional processes

Utilize reference materials such as the online knowledge base to maintain a working knowledge of HR and Payroll operations and assure accurate responses to questions and requests. Assure that sufficient information is gathered to resolve inquiries. If needed, confer with Manager, HR Ops to provide complete and accurate responses and redirect unanswered/complex inquiries or transactions to other service center departments, following established processes.

Utilize a case management tool to accurately capture, track, and follow up on information related to inquiries and adhere to established standards for case resolution (e.g., protocols, metrics).

Utilize a case management tool to communicate lump sum payments to payroll team

Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail, fax) and other duties as assigned.

Track and audit that all appropriate documentation and signatures are included in the case

J2W:LI

Qualifications


Post Secondary Education

5+ years experience in a strong customer service capacity, preferably within HR or Payroll

Bilingualism is required (French/English)

Experience working in an unionized environment would be an asset

Excellent technical skills, including software packages such as MS Office and Kronos

Proven experience with an integrated business system (HRIS preferred) (SAP experience an asset)

Requires excellent people skills, communication, ability to prioritize, and use discretion

A Team Player with strong customer service orientation

Excellent interpersonal and communication skills

Ability to deal directly with people in a wide variety of circumstances

Good organization skills with solid follow through tasks

Strong attention to details, to ensure accuracy and meet deadlines

Ability to deal with multiple tasks simultaneously is essential

Possess a strong work ethic with the ability to handle confidential material

Must be an effective team player in a highly integrated department

Ability to take initiative and anticipate

BE VITAL in your career. Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.

Diversity and inclusion are central elements of the shared culture across the Johnson & Johnson Family of Companies. Attracting, developing and retaining a workforce that reflects the diversity of our customers and communities is essential to our success. We are committed to providing a respectful, inclusive and accessible work environment where all employees have the opportunity to achieve their potential.

Primary Location:North America-Canada-Quebec-Montréal
Organization: Janssen Inc. (7710)
Job Function: Human Resources