HR Services Associate (Coyol, Alajuela)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.  

Working as part of a team and reporting to the GBS HR Tier 1 Supervisor, this role will support employees' inquiries via phone, chat, and self-service
ticket, providing excellent customer service, and performing HR administrative duties relating to all core processes provided by HR
Services for Americas Region (Canada, US, Puerto Rico, Mexico, Costa Rica, Colombia and Brazil).
Is capable of understanding and being responsive to employee needs. With a customer focused and professional manner ensures
compliance with quality, legal, and internal requirements and documentation.

What will you be doing?

HR Service Delivery and metrics

• Educate employees on the existence and use of the employee-available tools and channels (i.e. onboarding, offboarding, benefits, compensation) at all times and/or report and follow through with solutions with the appropriate support groups to solve incidents at the earliest possible time.
• Caseload management, responding to and escalating employee HR requests within agreed SLAs and in line with the processes of the Global
• Business Services function. Follow-up of cases to resolution always considering the team metrics.
• Review and approve tasks in Workday in line with the processes and rules. Accurately address customers' concerns and advise employees on correct procedures and paths to follow.
• Administrative and system support on assigned HR cycles.
• Ensure compliance with annual metrics for continuous improvement and monitoring of the metrics according to target: SLA: first response within 24 hours and resolution according to the timeframe established (query or case / aged cases < 10 days), C SAT: 95%, Response rate: 13%

HR Process Compliance

• Personnel files maintenance: assurance that all legal and/or regulatory paperwork associated with each employee is kept as required per internal policies and local laws.
• Adherence to metrics and work within agreed SLAs to guarantee the least number of errors.
• Responsible for protecting documents, confidential information, equipment, tools, raw materials, products, or other assets directly related to the job, to prevent incidents that could cause an economic and legal impact on the Company or a non-compliance action with our customers, suppliers, shareholders and/or other key stakeholders.

Process Improvements and Projects

• Support improvement projects as required by the Change Management team.
• Participate in different squads that support Change
• Management requirements, ideas, and initiatives (around 1-2 meetings a week and small individual tasks assigned). For example, the Net Promoters Score squad, Metrics Optimization squad, Problem-Solving Squad, and Agile ceremonies squad.
• Other projects and process improvements such as I9 audits, job description creation and upgrades, Payroll integration errors for Americas,
• Bonus statements audit, among others.
• Support and promote feedback mechanisms for employees to influence the continuous improvement of services and processes within GBS.
• Escalate feedback to correspondent leaders or stakeholders.
• Collaborate with appropriate content owners to maintain relevant and up-to-date information on the company intranets and extranets.

What will you need to be successful?

Education:

• BA, HR Administration, or related student or degree.
• Advanced English level (80%).

Experience:

• Experience in similar positions is required.

• Working towards an HR-related qualification or relevant HR experience.

• Experience in delivering customer service targets within a complex environment.

• Experience working in HR or a Payroll team, ideally within a customer-orientated commercial environment.

• A good understanding of employment legislation, its application, and best practice for the relevant countries served.

• A good understanding of the HR employee lifecycle.

• A good understanding of the role HR Customer Service Delivery plays and its interactions with other HR functions across the employee life cycle

• Able to fully utilize standard Microsoft Office products and the application of Workday, HR systems, and case management tools.

• Deep knowledge of HR standards, tools, and systems.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion, Diversity, and Equity- Committed to Welcoming, Celebrating, and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website.

Other reasons why you will love it here!

• Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

• Work/Life Balance: Extra days off, birthday off, voluntary hours.

• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,  

• Flexibility: Hybrid work model (for more professional roles), flexible schedules.

• Training: Training program, unlimited learning.

• Extra perks: employees association, and more…

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