Junior Specialist, HR Direct

• Responsible for maintaining high-level service delivery by correct & on-time processing of requests/answering of HR related inquiries within the Tier 1 level from the target community - BI employees (active/former), BI HR professionals, legitimate third-party verifiers of employment, country Stakeholders.
• Responsible for doing follow-ups, conducting service recovery, correctly liaising HR cases to relevant support teams where necessary, resolving escalations, and collaborating with other support teams & Stakeholders
• Responsible for updating/maintaining Knowledge Base/Process Manuals or any other relevant Procedural & Operational Repositories/Channels, initiating Continuous Process Improvement, delivering/completing Ad hoc tasks/team Deliverables

• Acts as first point of contact for any HR related inquiries and delivers the first line HR support independently & efficiently through the available channels (phone, email, booking, self-service ticket).
• Reviews all HR cases & emails that come through HR Direct and identifies the right Support team for each case (Tier 1, Tier 2, Local HR, etc.)
• Works according to all relevant Standard Operating Procedures (SOPs), detailed work instructions, concepts, and way of working. Applies caution/preventive measures all the time.
• Conducts proper security verification, compliance and data privacy protection in all areas at all times.
• Investigates, analyzes & conducts full research about the case to get the right, timely & efficient resolution.
• Manages and prioritizes tasks & responsibilities effectively and in compliance with the Service Level Agreement (SLA), and ensures Key Performance Indicators (KPIs) are consistently met.
• Creates/updates internal documentation, process guidelines, knowledge base articles, or any other requirements & relevant procedural & operational repositories/channels.
• Collaborates with other support groups for process alignment, continuous improvement, and other operational/business related matters and touchpoints.

• Graduate of any bachelor's degree or equivalent experience (relevant experience is preferred).
• Experience in other HR administrative function, data analytics & reporting, IT, customer service, contact center/BPO, leadership role is an advantage.
• Must be computer literate with basic to advanced knowledge of common operating systems/software tools (e.g. Microsoft Office, etc.).
• Experience in using SAP software or ServiceNow is an advantage.
• Soft Skills:

• Strong communication and comprehension skills
• Critical and analytical thinking with attention to detail
• Collaborative and team-oriented mindset
• Innovative and driven by continuous improvement
• Adaptable, agile, and resilient under pressure
• High interpersonal and emotional intelligence
• Proactive with a strong sense of initiative
• Committed to integrity and ethical conduct

Boehringer Ingelheim