Job Description

　　Summarized Purpose:

　　This role is focused on delivery of the day-to-day HR related queries within the Colleague Services / HR Shared Service Center, specifically dedicated to the Tier 1 level support. The role ensures quality of service and operational performance by working within the detailed processes and working with appropriate metrics and dashboards. This role is the first line of support of HR inquires that come in via various channels (self service, phone, and chat).

　　Additional / Specific Job Responsibilities:

　　Serve as first point of contact for employees' HR and Payroll questions, responding to all Global HR Service Center inquiries. This may include: first tier employee relations intake and all life cycle type employee questions. Provide HR user navigation support as well as general routine inquiry support for HR programs and policies. Apply understanding of PPD policy and programs to answer general employee inquiries.When applicable, troubleshoot general employee issues received through the Global HR Service Center, using critical analysis and problem solving to resolve the issue before escalating or routing to another department.Provide high level of customer service by ensuring that employee questions are fully addressed, providing follow up to ensure that each case is fully resolved. Use judgment to escalate inquiries to management when ambiguous or require more expertise to address or route appropriately.Determine appropriate department, resource or team lead to route inquiries that cannot be resolved by the Global HR Service Center alone.Ensure HR knowledgebase accuracy by either updating or following the established procedures for notifying the HR content manager for revisions.Meet established performance metrics and strive for constant performance improvement

　　Job Complexity:

　　Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Job Knowledge Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Supervision Received Normally receives little instruction on daily work, general instructions on newly introduced assignments. Business Relationships Contacts are frequent with individuals representing other departments, and / or representing outside organizations. Contacts involve obtaining or providing information or data on matters of moderate importance to the function, or the department, or which may be of sensitive nature.

　　Qualifications:

　　Education and Experience: High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification Technical positions may require a certificate Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 4 years). Ideally in HR and/or customer service/call center. In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role. Knowledge, Skills and Abilities:

　　• Ability to research, interpret, and communicate HR policies, procedures, and programs

　　• Ability to deliver exceptional customer care via telephone, chat, and email • Critical thinking, problem solving, and judgment skills/ works independently

　　• Positive demeanor and willingness to learn

　　• Possess good listening skills and patience to work with all types of employees • Individual should have high energy with the ability to coordinate/prioritize workload

　　• Fluent in reading/ writing/ speaking english; other languages skills a plus

　　• Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment

　　• Proficient with Microsoft Office Suite including Word, Outlook, Excel, and PowerPoint, experience using a HRIS data base and reporting application Management Role: No management responsibility Working Conditions and Environment:

　　• Work is performed in an office or clinical environment with exposure to electrical office equipment.

　　• Occasional drives to site locations. Potential Occasional travel required. Physical Requirements:

　　• Frequently stationary for 4-6 hours per day.

　　• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists.

　　• Occasional mobility required.

　　• Occasional crouching, stooping, bending and twisting of upper body and neck.

　　• Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs.

　　• Ability to access and use a variety of computer software developed both in-house and off-the-shelf.

　　• Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences.

　　• May interact with others, relating and gathering sensitive information. Interaction includes diverse groups.

　　• Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration.

　　• Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence. Ability to perform under stress. Ability to multi-task.

　　• Regular and consistent attendance. Percent Billable: 0% - 20%