Careers that Change Lives
Together, we will change healthcare worldwide. Join us in our Mission to alleviate pain, restore health and extend life worldwide. Let’s work together to address the universal healthcare needs and improve patients’ lives, optimize costs and efficiencies, and expand global access. Together, we can make a real difference in the global disparity in care. By providing quality care at the lowest possible cost, we will succeed as a company, and take the future of healthcare Further, Together.
Our Purpose
At AskHR in Medtronic, our goal is to provide a best-in-class employee experience, providing a standard level of care to our customers and drive operational excellence. We are the first point of contact for employees and managers to receive solutions and answers to their HR related questions and manage a Hire to Retire HR processes whilst collaborating with various team within and outside HR function. The APAC ASK HR center supports 14 countries in APAC and supports 7 key languages: English, Thai, Vietnamese, Korean, Japanese, Bahasa, Mandarin.
Our Offer
This is an exciting time to join the APAC ASK HR Team as we embark on a HRSS transformation journey.
The HR Operations Team Lead provides a standard level of customer experience to all employees across all levels and functions, providing support on HR related queries including but not limited to: policies, HR Systems, programs, processes, etc. across APAC and/or defined geography as assigned. This position will be based at the Manila office in Philippines.
In this role, you will have the opportunity to work with regional and global members of the ASK HR centers, HR Centers of Expertise and HR Business Partners to ensure consistent interpretation and guidance are given to employees and managers in relation to HR Programs & policies, HR applications and other HR services. As the first point of contact, you will ensure that you provide a professional, consistent and efficient manner of handling the case and use applicable consultation of simple to complex cases whilst providing the appropriate solution/response.
You are encouraged to proactively learn and support the adoption of Lean culture. You will be coach to identify, resolve and/or escalate as appropriate problems that arise using A3 DMAIC process to identify root cause of issues and implement solutions.
Be curious, ask why, find the how, consult and you’ll find that you are learning through finding solutions to problems.
A day in the life
Key highlights of the day to day responsibilities are as follows:
Build and lead through engaging and inspiring the team members to be the best version of themselves.
Ensures accountability by supervising day to day team performance, achieving or exceeding SLA and other ad-hoc project deliverables
Monitors Team KPI/Dashboards and provide performance reports on a regular basis to his/her direct Supervisor
Collaborates with all the members of the HRSS and advocates synergy across team
Manage and report issues and risks and escalate as appropriate
Manage enquiries using ServiceNow case management tool, evaluate and understand the case, resolved at first point of contact and/or escalate the queries with a customer centric approach.
You will build strong collaboration with HR COE and HRBP on ensuring alignment and consistency of response. ONE Voice in HR
Provide support to all employees across APAC on matters related to policies, HR Systems, HR Portal and support the drive to Employee Self-Service and Manager Self-Service
Provide transactional support, reporting requirements and administrative tasks such as Verification of Employment, Business Visa letters etc.
Actively identifies knowledge gap, work with team and HR COE to build knowledge article enabling consistent and easily accessible information for better service delivery
Timely escalation of employee issues/concerns and feedback which enables HR to capture the Voice of the Customer
You will adhere to our operational excellence standards and provide best in class HR Service Delivery Catalogue
You will have ownership for excellent end-end to handling of the case
Handle cases and data with accuracy, care, sensitivity and with utmost confidentiality
Perform administrative task and documentation within the scope ASK HR Service Delivery Catalogue
You can work in ambiguous situation where the task at hand may not be clear but with guidance and working together as a team, you take ownership and/or contribute to making things better
You will contribute on building the knowledge-based article and other centralized information (i.e. FAQ)
Together with the Team Members you will embed operational excellence and adhere to standardized work and procedure. You will proactively support the adoption of Lean culture. You will be responsible to adherence of quality service and meet or exceed goals and Key Performance Metrics. You are hands-on and ready to roll-up your sleeves together with the team.
You will lead by good example and have a passion on developing individual to be their best. You will create synergy in the team, advocate an open culture and independent approach where your direct reports are empowered to bring forward ideas no matter how big or small.
We greatly value our people and we promote and support a positive and inclusive team environment where respect to individual thoughts is valued.
Must Have: Minimum Requirements
Minimum of 10 years of relevant experience
Your Profile
We are looking for a qualified person with a Degree level in Human Resources or other discipline and desirably with at least two years of relevant experience in HR, HR Shared Services, BPO or Customer Care environment. You are a dynamic team player and can work effectively and proactively on cross-functional teams. You can learn new technologies, processes and information to perform your job. You are good at problem solving and identifying the root cause of the case or issue and able to navigate in a complex structure with a goal to effectively and efficiently resolve the case. You have the passion to provide a meaningful customer experience and make a difference.
Technology:
Experience in using these tools will be helpful but we will also provide training: ServiceNow Case Management, Workday, Taleo
Language Requirement:
Good/Fluent in English
Leadership Expectations provide the framework for what we expect from all employees at Medtronic – outlining the actions and behaviors we must develop and demonstrate in pursuit of our Mission and global growth goals.
SHAPE
We are committed to being experts in what we do, with a clear vision of where we are going and the plan to get there.
Demonstrates Global Business Acumen
Thinks Critically and Makes Sound Decisions
Sets Strategic Direction
ENGAGE
We partner with and involve others, knowing that diverse talent, skills, and perspectives lead to better outcomes.
Collaborates and Creates Alignment
Attracts, Deploys, and Develops Talent
Fosters Diversity and Inclusion
INNOVATE
We are bold thinkers who create new ideas and bring our best solutions forward to benefit our patients, partners, and customers.
Focuses on Patient and Customer
Generates Breakthrough Ideas
Initiates and Leads Change
ACHIEVE
We do what we say we are going to do, delivering results with the highest standards.
Sets High Standards
Instils Operational Excellence
Drives Accountability
Models Ethical Behavior
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
