HR Front Office Sr Expert

**HR Front Office Sr Expert /SSC/ São José dos Campos-SP**

At Bayer, we work hard to make this company a better place for our employees - and the world a better place for everyone. “Health for all, hunger for none.” That's our vision at Bayer.

Bayer is a global company with core competencies in the areas of life sciences, health care and agriculture. As an innovation company, we set trends in research-intensive areas. Bayer's products and services are designed to benefit people and improve their life quality.

**Position: HR Front Office Sr Expert - Remote Work **(with disponibility to presencial events at São José dos Campos)**
- **1 position**

**GET TO KNOW OUR AREA**:
The Human Resources Front Office area is focused on guiding and supporting employees in processes and policies inherent to people management. Our mission is to promote a good experience for our employees through human and digital contact, with the agility and quality of information as our main drivers.

Additionally, we have the purpose to transform our employee's wishes into internal demands with all Human Resources areas, always seeking to improve the employee's experience and our processes.

**YOUR MISSION WILL BE TO**:
**1. Service Case (Ticket) Management** - support Manage Employee Inquiry Process by analyzing case management (ticket handling) actions and documentation to ensure service quality requirements are met; initiate corrective actions/process improvements as needed. Conduct periodic Quality Reviews of service cases to compile and report on data analysis, and to identify improvement or coaching opportunities as part of Continuous Improvement Process
- Support resolution of routine and more complex service requests

**2. Quality Management Program** - Help administer SSC Quality Management and Customer Satisfaction programs
- Help coordinate SSC Voice of the Customer Program; Conduct evaluation of customer satisfaction and complaints feedback and communicate results - Administer Call and Service Case quality review process; provide analysis and recommendations
- Reports - Prepare/review reports, conduct analysis and provide recommendations
- Contribute proposals for process improvements and Best Practices

**3. Coaching and Development** - Provide coaching/mentoring to FO Team members and to other SSC staff to improve quality of customer interactions and answers provided.
- Train new hires during Front Office Orientation period; maintain

/ improve New Hire Orientation Guide
- Conduct side-by-side coaching sessions to increase awareness of service case ownership, improve quality of answers, and promote use of knowledge resources
- Improve awareness of service case management in terms of ownership, quality and timeliness of responses/answers and use of knowledge resources

**4. Assess FO workflows to develop resources** / reference materials that support FO work processes, and to provide recommendations for best practices.
- Generate resource materials such as quick reference guides, work organization guides, standard communications
- Collaborate between FO SSC-US and SSC-Global to review workflows and propose process improvements

**5. Management Support** - Provide assistance and back-up support to the Front Office Manager in the areas of FO Team supervision, reports management, FO Communications, and FO partnership with SSC, HR Community and IT colleagues to ensure day-to-day operations are maintained and FO Team performance objectives are achieved.
- Monitor FO Team performance and metrics; provide feedback and recommendations for improvement
- Support management of SSC Telephony system; conduct phone system training and reports analysis

**6. Knowledge Management** - Help coordinate Knowledge Management process by advancing the creation / maintenance of knowledge entries within Knowledge Database, by identifying knowledge training needs, and by prompting SSC staff to participate in the Knowledge Management program. - Promote and educate knowledge management process within FO and BO Teams
- Generate FO training materials and support training & development of FO staff
- Identify specific knowledge entry and training needs by evaluating global and local processes supported by the SSC.

**7. System Support** - Assist in management of the systems and tools

used by the SSC under process 6.2 Manage Employee Inquiry by attending meetings, recommending improvements, and providing technical support and training.
- CRM (SAP Customer Relationship Manager) ticket system - Attend bi-weekly CRM jour-fixe; Submit maintenance work packages, Peregrine Incident reports, PEFs
- Telephony system (CISCO) - Manage user access; Consult with IT Communications to trouble-shoot system problems
- Knowledge Management Tool (Service Now) - Serve as Service Now Coordinator to maintain user assess and to manage database.

**ARE YOU READY FOR THE POSITION?**

**Mandatory**:

- University degree in Human Resources, Business Administration or equ