Ensures Workday support queries and transactions are handled in an efficient, effective and high quality manner.
Supports the Workday adoption through education & providing industry class service with flexibility in a changing pharma market.
Opens tickets into tracking system (Neocase).
Answers questions by primarily relying on standard screens, scripts and procedures for call resolution. Works closely with the other components of the HR function to escalate cases and sufficiently address customer needs.
Analyses query data, conducts root cause analysis and provides recommendations for improvements / solutions.
Job Location : Sanofi office or the agreed location
Line Manager : SBS EE LATAM head
Dotted line Manager : SBS EE Country / MCO head
Working time : weekdays as local legislation
Required language skillset : Portuguese / Spanish & English
Handle moderate to complex queries (verbal and written) from Sanofi employees and contractors regarding Workday solution, processes and ways of working in line with support model framework.
Use procedures, policies, knowledge database and other reference materials to assist in answering the queries.
Ensure all aspects of the query including processing and handling in a timely and accurate manner.
Promote the usage of self service (Tier 0) and guide the employees on how to access and navigate.
Manage interactions with other local stakeholders (Tier1.5 - HRBP, SME, HR Ops, Local IT service desk) and regional HRIM (Tier 2) to seek query resolution in a timeline manner.
If time allows, work with country HR Ops team on employee data maintenance. Do not change employees data except on request from the HR Ops team.
Passionate about use HR system / process to solve queries.
Ability to influence to engage all level of associates.
Business understanding and mentality and solution-orientation.
Excellent written, verbal, presentation, and relationship building skills effective across all levels.
Exceptional customer service skills (including complaints handling)
Team player mindset
Confidentiality and tact in dealing with sensitive employee information
Demonstrated initiative, follow up and problem solving skills. Willingness to make quick decisions.
Strong PC skills
HRIS experience is a plus
Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health.
We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-
term chronic conditions.
With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.
Sanofi, Empowering Life