HR Customer Support Lead (Italian)

Where: Poznan (Poland)

Extent of Work: Full Time

Click here to apply in English

Your role

As a member of the HR Customer Support organization, you are an important ambassador of the employee experience at GSK:

  • Lead a team of HR Advisors which will provide advisory and support to our customers across the whole employee lifecycle and guide them regarding topics such as recruiting services, onboarding, offboarding, transfers, HR procedures, benefits, leave of absence, position management, self-service usage and many more
  • You and your Team will be the first point of contact for queries coming from our managers, employees and HR BP’s via cases, live chat, email or phone and provide end-to-end navigation support
  • Be part of our transformation journey and actively support your team through the transition of knowledge and processes into our HR Poznan Hub
  • Ensure your team delivers against service level expectations and defined performance standards
  • Implement and follow up on corrective and preventive actions as improvement opportunities are identified
  • Act as escalation point and take appropriate action to resolve operational & service issues within a timely manner
  • Set the right priorities in your team and ensure appropriate workforce planning (facilitate team meetings, monitor the incoming workload and ensure meaningful distribution, set up team schedules and assign supplementary tasks)
  • Provide effective coaching, development and performance management
  • Proactively identify opportunities for Tier 0 enhancements, ensure relevant Knowledge Base Articles retain high quality and foster a culture of self service in the business
  • Implementation of ServiceNow, our new digital employee portal. You will be the operational point of contact, participating in User Acceptance Testing, delivering of training to the Team and recommending future enhancements
  • Deliver against all compliance imperatives including support for local and global Data Audits, local legislative needs, protecting Data Privacy at all times and adhering to confidentiality requirements

Who you are:

  • Minimum 1-2 years of experience in a leading role preferably in an HR Operations, Shared Services or Customer Support environment
  • Fluent spoken and written command of Italian and English language skills. Additional European languages are a great asset but not a must
  • Experience with transitions and change management activities are highly desirable
  • Be accountable for your part in driving our HR Transformation through to success
  • Excellent interpersonal and communication skills with customer service-based mindset
  • Track record of operational service delivery experience
  • Ability to lead and influence individuals in a team and keeping up a positive spirit at the same time
  • Take ownership in creating a team culture which is inclusive, inspired and engaged where diversity is valued
  • Excellent time management, planning and organizational skills and focus on getting things done
  • Ability to manage ambiguity, swiftly understand root causes of issues and promptly switch to problem solving / execution mode
  • Experience with Workday, ServiceNow or other HR systems are desirable
  • Higher educational degree or equivalent experience
  • Sound knowledge of MS Office Applications

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