Lilly Associate - Global HR Solutions in Cork, Ireland
At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.
As a HR Solutions Associate, you will be the first point of contact for most HR enquiries from employees, managers and HR across a wide variety of HR processes and transactions. Your key responsibilities will include:
Taking, assessing and resolving first line calls, chats, and emails on the helpdesk
Logging all interactions on the call management system or case management tool, referring or closing calls as appropriate and resolving enquiries within agreed time frame
Explaining and applying HR policy and procedures to advise managers, employees and HR through their query
Providing guidance to users on the use of systems including Workday and the local intranet to help them find information and process transactions/submit requests electronically
Understand scope of services and Service Level Agreements for customers and drive improvement in performance deliverables
Manage escalations, direct or liaise inquiries where necessary to Center of Expertise, Shared Service Center Management and external parties e.g. benefit provider etc
Maintain electronic employee personnel files
Supporting with additional HR data management
Provide ongoing feedback and share learnings to maintain strong Tier 0 content and enable other HR Solutions team members to update processes and build on new specialist topics or required learnings
Provide support in additional tower activities when required, such as data processing and file management tasks
At Lilly, we serve an extraordinary purpose. We make a difference for people around the globe by discovering, developing, and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism. Our HR Service Center is an organization built to provide support to employees, managers, and HR colleagues around the world to ensure they can resolve HR questions, complete HR tasks, and get support from HR to allow them to focus on their roles in making a difference for people around the globe.
2-3 years’ experience in a call centre supporting operations in a multilingual environment
Bachelor’s Degree (preferably in HR) or equivalent work experience
Prior experience working in shared services
Prior Workday experience
Bilingual/Multilingual with English
Spanish speaking preferable
Strong resilience to ambiguous environments
Strong data and time management skills
Strong oral and written communication skills
Strong stakeholder management
Flexibility in hours worked expected, including public holidays.
US Hours support required 2pm - 10pm
Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( LillyRecruitingCompliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.
Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.