Senior Associate, HR Service Center

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.

Our location in Abbott Park, IL, currently has an opportunity for an Sr. Associate HR Service Center.

This role is empowered to surpass expectations by: collaborating, anticipating, driving to resolution and serving with care, compassion and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.
  • Incumbent must demonstrate a stellar, seamless customer experience on and offline, coupled with attentive communication skills with a focus on patience, accuracy and ability to listen compassionately and interpret requests from customers.
  • Incumbent is empowered to solve requests and challenges via exceptional customer service that is consistent, knowledgeable and trusted.
  • Incumbent must be able to communicate professionally and compassionately with HR colleagues around the world and translate solutions and answers to customers in a way that enhances the customer experience.
  • Incumbent must be able to handle a high volume of requests with speed and accuracy.
  • Incumbent must continuously strive to anticipate the needs of our customers.


Responsibilities:
  • Solve customer inquiries with timely, accurate, and professional replies while managing multiple contact channels and continually prioritizing among static (case management, outbound calls and emails) and dynamic (inbound calls, chats, emails) work.
  • Partner with other HR service center team members or HR groups around the world to drive to resolution. Work with a sense of urgency appropriate for conditions.
  • Identify at-risk/in distress customer relationships and initiate corrective action with compassion through attentiveness to human need and utilizing available tools and resources and timely escalation.
  • Identify and capture customer feedback and leverage opportunities to encourage and drive improvements in team behaviors. Identify "Roadblocks" to quality customer service and recommend improvements.
  • Meet or exceed standards for both schedule adherence and reliability.


COMPLEXITY OF WORK:

More complex queries (cost center changes, intake for mass transactions, reporting relationship changes; org chart clean up; more complex job changes etc.). Some level of specialization, for example local country HR programs and processes. CHANNELS: All intake channels

JOB PRIORITIES:

Favors core Associate responsibilities
  • Customer Contracts
  • Cost Center Changes
  • Intake of mass transactions
  • Reporting Relationship changes
  • Supervisory Organization Restructuring
  • More complex job changes


Job Specifications:
  • Bachelor's degree preferred but not required.
  • Software knowledge a plus: Microsoft Office Programs, especially Excel, Workday (or other system of record experience highlypreferred), Salesforce (or other CRM experience highly preferred).
  • Fluency in English is required; other [language(s)] -very good level at minimum, fluency a plus. Excellent telephone, written and verbal communications skills in [required languages] necessary.
  • Selected candidates must be able to work flexible work schedule and able to shift as per work demands. (* US only - mandatory overtime is required seasonally)


Required Skills:
  • Strong organizational skills and handling multiple channels (phone calls, chats, emails, appointments) of incoming workload
  • The use of an extensive set of technology applications and a broad knowledge base of HR processes and programs
  • Strong relationships with peers and other HR groups; ability to navigate numerous stakeholders and complex organizations with a constant focus on collaboration
  • Strong knowledge of HR programs and processes to identify continuous improvement opportunities


WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:
  • Training and career development , with onboarding programs for new employees and tuition assistance
  • Financial security through competitive compensation, incentives and retirement plans
  • Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
  • Paid time off
  • 401(k) retirement savings with a generous company match
  • The stability of a company with a record of strong financial performance and history of being actively involved in local communities


Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

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