Job Description

The People Services Operations Lead is a member of the People Services APAC organization, will be the first line leader accountable for the operational and line management of all HR customer inquiries coming into the People Services via various channels (phone/web submit/Chat/email). In addition, plays a key role in ensuring data quality, enablement of downstream applications and processes to perform as expected and maintaining a compliant People Services organization. The PSO Lead is responsible for ensuring outstanding customer experience to GSK businesses within the region and all the strategic decisions across Operations area. The Lead will lead, manage and coach leaders to ensure high quality customer service delivery, meeting all KPI\xe2\x80\x99s and other metrics as determined by GSK globally, regionally and where applicable, locally. The PSO Lead will work closely with other leads in the hub and with other regions to ensure alignment, standardization and process improvement. Focusing on KPI and role modelling different continuous improvement tools. The People Services Operations Lead will lead and participate in process improvement/alignment initiatives, and new projects with other Regional hubs and Global teams.

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

• Provide leadership and technical direction for the People Services Operations organization to assist to develop and define a vision and strategy for operational excellence and focus on strategic leadership, development and talent activities for the organization by role modelling our Culture
• Leads by example in ensuring the provision of customer centric services across a range of Moments That Matter queries and E2E resolution for HR Tier 1 processes
• Partners with external HR service providers and other groups within the HR service delivery model to ensure processes are optimized to deliver excellent service to the customer
• Works to support the ongoing engagement & resilience of the team
• Oversee people services operations area including Transactional workload, case, chat & call monitoring and trend analysis
• Champions \xe2\x80\x98Employee Experience\xe2\x80\x99 and delivers processes and initiatives that are required to ensure best-in-class Employee Experience for HR Services across the Region
• Deliver services against Global Value Stream Metrics and standards utilising Dashboards and available data analytics to ensure team performance meets all agreed service standards and any CI opportunities are identified and followed up accordingly in partnership with Regional HR Effectiveness, Quality & Audit and Payroll & Benefit Admin Leads.
• 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 to promote zero breach of compliance policies.
• Escalation point to handle particularly difficult/sensitive cases with similar end-to-end ownership to ensure the full customer resolution
• Build strong partnership with business and senior stakeholders within Human Resource at a regional level in order to influence and ensure continued support for the HR model and adoption of new ways of working.
• Sound understanding of all GSK HR Policies and Services across all countries in the Region.
• Identify and implement improvement opportunities aligned with HR strategy and global processes and ensure that controls and ways of working are in place to manage the operations and to protect license to operate

Why you?

We are looking for professionals with these required skills to achieve our goals:

• University Degree, Bachelors Degree or equivalent experience5 years of experience in payroll/payroll tax within large corporations at regional or global level
• Experienced required to enable the candidate to assimilate into complex environment supporting multiple Business Units.
• Sound understanding of employment law and HR policies and processes across a range of countries
• Excellent Interpersonal and communication skills, problem solving and influencing skills with the ability to build effective relationships
• Proven ability to lead and influence others without direct line responsibility and to manage in a matrix environment.
• Behavioral flexibility
• High integrity and ability to maintain confidentiality at all levels
• Ability to understand root cause of issues and effectively problem solve
• High level of expertise in standard MS Office Software (excel, word, PowerPoint)
• Accountability for achievement sets high standards; delivers promised results; makes timely decisions with sound judgment; takes initiative and is persistent; accepts responsibility for actions and outcomes
• Sense of urgency meets challenging goals and timelines; quickly changes plans when data or actions require it

Why GSK?

GSK is a global biopharma company with a special purpose \xe2\x80\x93 to unite science, technology and talent to get ahead of disease together \xe2\x80\x93 so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns \xe2\x80\x93 as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it\xe2\x80\x99s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves \xe2\x80\x93 feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

GSK is a global biopharma company with a special purpose \xe2\x80\x93 to unite science, technology and talent to get ahead of disease together \xe2\x80\x93 so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns \xe2\x80\x93 as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years. \xe2\x80\x8b

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it\xe2\x80\x99s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves \xe2\x80\x93 feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.\xe2\x80\x8b

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GlaxoSmithKline