Workforce Administration Service Delivery Assistant

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence and critical care, and infusion care. With around 10,000 colleagues, and a promise to be forever caring, our products and services are available in over 100 countries. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. The company is a constituent of the FTSE 100 Index (LSE: CTEC) and in 2021 revenues were over $2 billion.

We are transforming our HR function at Convatec and are now looking for great people to fill key roles in our new international HR Service Delivery Team, closely aligned with our Global Business Services (GBS) organisation. This role represents a fantastic opportunity to join us at a key execution stage of the programme to be part of the implementation and improvement of this critical component of our new function.

**Job Summary**

**Key **responsibilities** in your role** include**:

- Acting as the first point of contact for supporting colleagues in resolving queries about Workforce Administration processes and reply to day-to-day HR related enquiries
- Support Workforce administration processes, such as hiring, onboarding, offboarding, promotions, personal data changes etc
- Playing an active role in knowledge management, by reviewing, updating, publishing, retiring, and monitoring the use of published HR information (policies, user guides, knowledge articles etc.)
- Building and improving knowledge base to allow our colleagues to “self-serve” HR information without the need to raise a request for help
- Ensuring that HR requests are resolved at first contact or triaged and referred to other teams and colleagues as necessary
- Support other HR colleagues and participate in the drive for continuous improvement for the Workforce administration processes, identifying opportunities for improvement and supporting the implementation of solutions when necessary.

**Other **activities** in this role include**:
Implementing, Testing and Stabilising Workforce Administration Service Delivery
- Support the build of Workforce Administration detailed processes (Local Work Instructions and Knowledge Transfer)
- Participate in stabilising the Workforce Administration service once live
- Contribute to key performance indicators for Workforce administration service delivery and proactively collaborate with colleagues to identify and implement timely improvements to maintain and exceed performance standards
- Support the build of clear and consistent rules and guidance for resolution of requests
- Participate in our induction programme for new team members, provide feedback on the induction process and share ideas and feedback for improvement

Service Delivery and Continuous Improvement
- Supporting your colleagues in making changes to publicly available sources of information arising from legislative and procedural changes to starter, mover, leaver processes and ensure that these are shared with all responsible parties
- Ensuring we do what’s right in terms of pre-defined local market legislation guidelines and key Workforce administration service management metrics
- Participate in and support a culture of customer centricity and continuous improvement for Workforce administration processes to optimise our colleagues’ experience of the service you provide
- Along with the wider HR team, driving the ongoing development and improvement of our knowledge bases to support the expansion of shared services

**Who you will be working with**
- You will be part of the Workforce Administration Service Delivery Team and collaborate closely with other HR service teams, HR Business Partners and Regional People Partners to deliver services to our HR population, Managers and Employees
- Experience in international or shared services environment in a customer facing role, preferably in HR
- Previous experience using HR systems and customer service tools (Workday, Service Now) is preferred
- Appetite to problem solve and to contribute to the optimisation of processes and ways of working
- Good computer skills (MS 365, MS teams)
- Good communication skills, ability to adapt to different styles and at different levels
- Proactivity and an “own it” mindset
- Ability to deal with ambiguity and change
- Ability to demonstrate an appreciation and understanding of cultural differences
- A customer-first mindset to fit with our “forever caring” brand

**Language **s**kills **r**equired**
- Good written and spoken English is essential
- A proficiency in Spanish and/or Portuguese will be an advantage
- Any additional language skill is an advantage

**Working **c**onditions**
- We support a hybrid working approach and you will be working 1-3 days/week