HR Service Delivery Solutions Lead
Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!
Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at www.astellas.com .
This position is based in Northbrook, Illinois. Remote work from certain states may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines. Candidates interested in remote work are encouraged to apply.
Purpose and Scope:
The HR Service Delivery Solutions role will work in partnership across multiple stakeholders; geographies and time zones to develop and implement innovative and cohesive solutions to improve the end-to-end HR processes and service
The role will be responsible for driving consistency of service delivery standards and solutioning of continuous service improvement opportunities to ensure the delivery is continuously improving and reflects best practice benchmarks
The role will contribute to the development and implementation of the strategy to maximize cost effectiveness, align with business needs and in compliance comply with legal requirements
The role will ensure processes are compliant, fit-for-purpose for the future and will manage improvements to processes and services to increase efficiency
The role will analyze Service Quality (3rd party provider SLAs), understanding trends and completing root cause analysis to identify continuous improvement opportunities and develop options / proposals / business cases for changes in service delivery – to be reviewed and approved by senior stakeholders
The role will own and oversee the implementation of all service transition and continuous improvement projects
The role will act as an Account Mgmt. (point of contact) for broader HR colleagues across the CoE and Business Partner teams – ensuring they are properly supported by the HR Operations function
The role will act as a custodian for employee experience aligned with business outcomes and overall HR vision, purpose and objectives
The role will drive the stabilization and adoption in Business As Usual of the Global HR Operations Model, including myHR, Global Payroll & Global Time and HR Operations Specialists for their respective countries / cluster
Essential Job Responsibilities:
Key Accountabilities:
Accountable for developing a strategic continuous improvement plan for HR Service Delivery that focusses on maintaining reliability and high performance of operational, query and transactional activity
Accountable for all solutioning and designing of any changes in scope and service across HR Service Delivery to support the functions complex and dynamic environment
Accountable for Account Mgmt. with HR – holding the pen against our global model and principles and working with HRBPs and CoEs to ensure they are supported by teams across HR Operations
Accountable to oversee all transition of scope / processes to NGA & Conduent – working with appropriate Astellas stakeholders to align the ownership of HR activity to the agreed HR Operating Model
Accountable for supporting Day to Day account management of service delivery 3rd parties and being a point of contact where required
Accountable for managing and tracking Business as Usual change requests with NGA & Conduent – working with broader HR Ops stakeholders to execute
Accountable for ensuring senior stakeholders both inside and outside of HR Operations are aligned around the HR Service Delivery model and objectives
Accountable for review and analysis of service reports from NGA & Conduent, tracking and management of SLAs – using data and insight to drive improved performance
Accountable for the stabilization and adoption in Business As Usual of the Global HR Operations Model, including myHR, Global Payroll & Global Time and HR Operations Specialists for their respective countries / cluster
Key Deliverables:
Run HR Service Delivery:
Service provider performance dashboard and internal quality audit reporting – to monitor performance of global 3rd party service delivery providers and use performance information to identify improvements in service
Maintain an on-going working knowledge of service delivery issues and understanding of mitigations in place across operational teams
Point of escalation for broader HR service delivery teams to ensure any issues come to a satisfactory resolution and all stakeholders are updated
Maintenance of the HR process taxonomy and service catalogues to maintain a clear scope of services delivered out of HR Service Delivery
Service transition roadmap – with detailed planning of all future service transitions backed up by appropriate business case / approval
Service change request portfolio – holistic view of all in-flight change requests relating to service delivery, with appropriate status tracked
Ensure the structure of 3rd party HR Service Delivery teams (e.g., NGA / Conduent) is at an optimum level and is focused on both customer service and cost effectiveness
Work with subject matter experts to develop solution planning for service change requests and change projects
Continuously Improve HR Service Delivery:
Understand and document the needs of Astellas customers (internal and external), proactively seeking feedback to identify opportunities to improve service – for example analysis of customer survey results
Develop a strategic continuous improvement plan for HR Service Delivery and manage against this to deliver year on year cost savings and service capability and improving service performance against benchmarks – whilst adhering to the Global HR Operations Operating Model principles
Coaching others to look out for continuous improvement opportunities to instil a culture of continuous improvement within HR Operations
Continuous Improvement roadmap – including all potential and approved opportunities to improve the service across operating model, process, documentation & systems
Develop Astellas HR Operations Continuous Improvement approach (e.g. LEAN / Six Sigma), providing the tools to execute using this approach and train broader team members to use this to drive removal of process defects
Regularly review E2E employee lifecycle processes with a view to driving efficiency – collaborating with process owners to develop / implement process changes
Contribute to the shaping of new or improved process / procedures / application of policy across Service Delivery and ensure Astellas HR Operations readiness to implement new employment practices and changes to employment law with regard end to end HR Service Delivery processes; ensuring training is provided as required
Solution, plan and manage HR Service Delivery projects against agreed objectives, timescales, quality standards, cost constraints and benefits – lead development of business case to secure funding for projects as required
Monitoring of HR Service Delivery budget, cost vs. benefit position and scope – to provide senior HR leaders with a latest position as needed
Establish & maintain Global HR Operations Model
Successful stabilization and adoption in Business As Usual of the Global HR Operations Model, including myHR, Global Payroll & Global Time and HR Operations Specialists – particular focus on sustained adoption of the model of all Astellas HR Customers
Create and deliver a fit for purpose strategy for their geographical scope, for establishment of Global HR Operations Model, understanding the complexities of local HR Services today and develop plans to transition activity to third party providers, the retained HR Service Delivery team or other areas of the HR model
Stakeholder engagement and communication plan – that articulates the journey to the global model and gains buy-in for this
Timely and successful establishment and then maintenance of myHR, Global Payroll & Global Time solutions – including on-going transition of scope and services to 3rd party providers
Ways of Working:
Located within a commercial cluster – expected to build relationships with the business and with broader HR
Collaborate with HR Leadership Team to plan, design and deliver changes driven by policy or HR related initiatives, managing change against agreed objectives, timescales, and quality standards
Working as a global team – following a standard methodology and approach for all areas of their scope that drives consistency across HR Operations Service Delivery
Work hand in hand with the Captive HR Service Delivery Team to monitor escalations / issues and support solutioning
Take direct feedback from 3rd party providers they manage and develop a partnership approach, ensuring they have what is needed from Astellas to deliver
Through Account Management for HR, receive and qualify requests for change / continuous improvement
Use strong negotiation, influencing and socialization skills to ensure that key identified stakeholders are made aware of and kept up to date with the latest information regarding HR Service Delivery
Lead and manage multiple, concurrent projects and continually assess priorities – delivering within cross HR and cross-functional project teams using internal resources, consultants etc., holding internal work stream leaders accountable as required.
Develop strong communication channels, through regular feedback and team huddles which ensure all stakeholders understand priorities, are informed of changes and have up to date business information
Act as a ‘Change Champion’ supporting the business to embrace change and ensure that change limits as much disruption to the organization as possible
Build the case for change for HR Globalization and HR Operations across the affiliate network, through developing strong relationships with key stakeholders and helping to manage expectations / requirements
Promote HR self-help tools and self-service solutions
Motivation of HR Operations Team by leading through example and turning HR Operations into an important element of the HR Career Path
Quantitative Dimensions:
Internal
Employees at all levels globally
Regional HR Operations teams
Centres of Excellence (CoE)
HR Business Partners (HRBP)
Management Information & Systems
External
HR Service Delivery Outsource Provider
Global Payroll Provider
External suppliers & consultants
Organizational Context:
Reports to:
- Global HR Service Delivery Lead
Peers:
HR Projects Delivery Lead
Global Comms & Content Lead
Global Payroll & Reward Service Delivery Lead
Qualifications:
Required
Substantial experience in a leadership position encompassing HR, customer service and project management
Sound knowledge and experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.) with substantial experience in HR process design, transaction support and employee administration within a multinational organization – across geographical regions
Extensive experience in transaction management
Sound knowledge and experience of HR metrics and their applicability
Excellent written and oral communication skills in English
Experience in the development and implementation of a range of continuous improvement projects, including both technology and process improvement in a cross-cultural, multinational setting
Strong knowledge and experience Project Management Tools and Techniques
An in-depth knowledge and understanding of the HR employee lifecycle
Good understanding of employment law, its application and best practice.
Proven excellent people manager with an ability to lead and motivate a team
Experience of coaching employees and managers on employee lifecycle processes
Experience of delivering to customer service targets within a complex environment
Ability to multi-task and alter direction easily to accommodate changing priorities
Sound judgement to manage conflicting priorities and manage client expectations.
Experience of creating and managing a budget
Chartered MCIPD or equivalent qualification, or equivalent HR experience.
Benefits:
Medical, Dental and Vision Insurance
Generous Paid Time Off options, including Vacation, Sick time, plus national holidays including Heritage Days, and Summer and Winter Breaks
401(k) match and annual company contribution
Company paid life insurance
Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions
Long Term Incentive Plan for eligible positions
Referral bonus program
*LI-JB1
Category HR Operations
Astellas is committed to equality of opportunity in all aspects of employment.
EOE including Disability/Protected Veterans