J&J Family of Companies Analyst, Global HR Reporting in Manila, Philippines
The Global HR Reporting Specialist is responsible for supporting the timely creation of standard or ad hoc HR reports for review by executives, managers, clients, regulators and/or other stakeholders. They are accountable for the timely creation of global standard reporting and survey administration in order to increase the effectiveness of Global Services HR while improving the customer experience.
Major Duties & Responsibilities
Work to meet expected service levels and business performance goals by performing HR Reporting day-to-day delivery of services.
Generate standard or ad hoc reports and teach requesters how to pull the data via Workday to support the self-service model.
Maintain or update business intelligence tools, databases, dashboards, systems, or methods.
Support, plan, and coordinate operations for single or multiple surveys.
Identify HR Reporting areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Global Reporting Admin Team Lead.
Fully documents all cases in case management application as required.
Take ownership of all HR Reporting assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality.
Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services HR Services available to them.
Attend to and process customer inquiries and request by applying HR Reporting standard operating procedures and utilizing problem solving skills for resolution.
Respond to requests / inquiries from customers as prioritized by management and execute on the key tasks and activities within Global HR Reporting in accordance with defined procedures and guidelines. Investigate issue areas and determine methods of mitigation in order to resolve problems within acceptable timeframes, routing or escalating inquiries as appropriate in order to uphold effective and timely resolution.
Other Duties & Responsibilities
Perform special projects and related duties as assigned
Work in collaboration with other HR Reporting team members to execute tasks and fulfill key deliverables, seeking input and assistance as needed
Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner
Participates in scheduled and ad hoc training in order to improve performance, process acumen and gain additional knowledge on HR Reporting processes
Required Minimum Education: Bachelor's Degree
Required Years of Related Experience: Minimum of 4 years
Required Knowledge, Skills and Abilities
Strong reporting skills including extensive utilization of a variety of HR IS including SAP and Workday
Prior HR Reporting experience
Demonstrate analytical and problem solving skills
A sense of urgency in solving customer report requests to ensure timely resolution and an ability to work under pressure, handle multiple report request simultaneously and meet deadlines
Strong organization skills, attention to detail, accuracy and follow through to resolve any outstanding issues
Demonstrate a high degree of confidentiality and sensitivity as it relates to employee data and be trusted to secure and maintain confidential information
Demonstrates customer orientation and customer service skills
Knowledge of standard business practices and professionalism in a customer service environment
Ability to accurately collect information in order to understand and assess the clients’ needs and situation
Computer literate with knowledge of common office productivity software and the ability to learn case management software applications
Proficiency in Excel is highly desired
Ability to work effectively in a fast-paced, self-directed team-based environment
Enthusiastic team player with a strong drive to create a positive work environment
Knowledge of standard business practices and professionalism in a customer service environment are essential
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ