J&J Family of Companies Administration Specialist - North America in Manila, Philippines
The Regional Administration Specialist is responsible for the execution of assigned task to support employees, managers and other human resource teams in the Regional Service Center. This person performs applicable Administration activities for the region and countries which includes but are not limited to: employee data changes, organization management, mass updates, business structure updates, data quality audits and reviews ; year-end and year round compensation processing and communications; coordination of separation procedures including separation packet creation, arranging exit surveys, final paycheck request and other off-boarding activities; leave of absence request processing, monitoring time off, return to work processing; benefits enrollment support, invoice processing, and researching policy inquiries as required. This person demonstrates customer service orientation and knowledge of Human Resource processes and related systems to perform responsibilities, operating as a liaison with employees, the regional and global HR service center teams, and external vendor as applicable.
Major Duties & Responsibilities
Work to meet expected service levels and business performance goals by performing day-to-day delivery of Administration services in scope.
Access enabling technology to complete client inquiries and transactions (SAP, Salesforce, Workday, Our Source etc.) is an advantage.
Fully document all cases in case management application as required.
Escalate complex transactions to Tier 2 for resolution or contact with third party vendors as appropriate.
Take ownership of all Administration 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 HR Global Services available to them.
Attend to and process customer inquiries and request by applying Administration standard operating procedures and utilizing problem solving skills for resolution.
Respond to documentation of requests and inquiries / inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities within Administration 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 while maintaining confidentiality with sensitive employee data.
Develop understanding of Service Center operations and the J&J organization.
Identify Administration areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Regional Administration Team Lead.
Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issue resolution for knowledge database future reference.
Communicate and interact effectively with customers and team members; develop credibility and trusted mutually respected relationships with customers, supervisors, and team members.
Interact and interface with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies of the role.
Other Duties & Responsibilities
Perform special projects and related duties as assigned.
Work in collaboration with other Administration 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 Administration processes.
Ability to perform administrative activities
Excellent customer service skills
Strong organization skills, attention to detail and follow through to resolve any outstanding issues
Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance
Discretion, professionalism, confidentiality and judgment
Demonstrates customer orientation and customer service skills
Excellent telephone manner with clear, concise and professional communication skills
Ability to accurately collect information in order to understand and assess the clients’ needs and situation
Strong attention to detail
Will be trusted to secure and maintain confidential information
Ability to prioritize workload and provide timely follow-up and resolution
Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications (e.g., MS Office, email, fax, Internet Explorer)
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
Willing to work Nightshift
Preferred Knowledge, Skills and Abilities
Contact Center and Service Center experience, HR and/or Payroll Service Center preferred
Understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Business Partnering, Employee Relations, Organization Management) or Payroll
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ