The HR Service Center Life Event Specialist will act as an HR guide for Alcon associates. This role will have the opportunity to assist associates with all HR employee life cycle events including clarification of Alcon policies and procedures, HR administration, payroll inquiries, system navigational support and more. Accountable for executing high quality and accurate service to associates in adherence with the Service Center service levels (SLAs) and key process and operational metrics (KPIs).

How you will make a difference:

• Actively participate in the migration of HR processes to the newly created HR Service Center
• Actively identify and drive process improvement opportunities within Alcon HR
• Precise execution of employee life cycle processes (hire, job changes, personal data changes, terminations, parental entitlements, etc.)
• Accurately and with a high degree of quality, process transactional updates and monitoring of associate data into HR systems including, but not limited to Workday
• HR documents preparation (contracts, medical referrals, employment certificates, etc.)
• Performing process controls, data uploads and reconciliations
• Supporting Alcon associates and HR team members with life events related to all aspects of the HR employee life cycle
• Ensure quality resolution of Alcon associates with HR related enquiries raised through our online ticketing system in a timely manner and with the highest degree of quality
• Participate in and regularly lead in country specific or regional projects providing process/country specific knowledge as valuable input for the initiative
• Create appropriate documentation to support query resolution including official HR letter, updating forms and templates etc.
• Utilize our online knowledge base, subject matter experts and liaison with other departments to provide accurate resolution to employee queries
• Maintain confidentiality of employee data
• Ensure appropriate escalations to get quick resolution
• Actively seek out process improvement opportunities to enhance overall HR service delivery for Alcon associates
• Ensuring compliance with all relevant quality and legislative policies, procedures and controls
• Maintain Service Levels (SLAs) and key process and operational metrics (KPIs) defined for the HR Service Center

What we can offer you:

• Opportunity to join growing, early-stage organization built within a mature, stable global company
• Expand your know-how by taking part in a unique process migration project for over 35 countries
• Very best working environment for our employees – Alcon Polska has been recognized as a Top Employer for the two years in a row
• Collaboration and frequent direct interactions with business stakeholders
• Truly international environment and daily interactions with colleagues from all over the world
• Attractive benefits package (private medical care, group insurance, lunch card, transportation allowance, pension plan, Multisport/cultural card, Alcon products for you and your significant other)
• Attractive compensation package (including bonus scheme)
• Flexible hours and remote work possibilities
• Brand new office with a lot of facilities inside located at NewCity building, 15 Marynarska Street, Warsaw

Skills for success:

• Good understanding of HR operations and Contact Center management
• Fluency in English and Italian, knowledge of Dutch, French, German or Russian will be an advantage
• Experience in using Service Center technologies (e.g. ticket management, knowledge management, telephony / chat, email, document management, etc.)
• Strong collaborative partnership skills to ensure the effective resolution of inquiries
• Ability to work effectively in an environment subject to changing priorities and short deadlines
• Self-starter with a proactive and inquisitive nature who can anticipate and pre-empt problems
• Entry level experience with planning, organization, problem solving, and decision-making abilities
• HR Information System experience preferred, Workday a plus
• Can be trusted to maintain confidential information
• Process-orientation and process improvement mindset
• Good Communication and Customer Service orientation
• Shifting work schedule might be required depending on the critical deliverables and the urgent requirements of countries supported
• Intermediate level skills in Microsoft Office Suite
• Basic employment laws command in EMEA and/or APAC regions
• Excellent communication skills
• Strong team player with a passion for working in a global HR environment