Business Support Specialist

• Leading pay and annual performance bonus for all positions
• All employees enjoy generous paid time off including 14 paid holidays
• Health Insurance, Dental Insurance, Vision Insurance – effective day one
• Guaranteed 8% 401K contribution plus individual company match option
• Family Focused Benefits including 12 weeks paid parental & 6 weeks paid family medical leave
• Free access to Novo Nordisk-marketed pharmaceutical products
• Tuition Assistance
• Life & Disability Insurance
• Employee Referral Awards

• Develop and maintain positive relationships with key stakeholders (external vendors, HRBPs and CoEs)
• As part of a team, ensures 100% coverage during normal business hours (8:00 am - 6:00 pm) and thoroughly document all inquiries in case management application. Achieve operational metrics in support of the call centers service level agreements and industry best practices
• Compile and analyze metrics related to frequently asked questions, surveys (VOC), call volume, response time, etc. to draw meaningful conclusions and proactively identify and execute on areas of opportunity to simplify, add value, increase efficiency, reduce volume, improve customer service, etc. Ability to present metrics and communicate findings
• Proactively provides recommendations for process improvement strategies and executes/implements suggested improvements
• Maintain a current understanding and awareness of HR knowledge and processes along with a deep knowledge of one or more specific HR functional areas (benefits, payroll, compensation, talent acquisition, talent management, etc.) to effectively support employee questions with minimal escalations to ensure a positive experience. Interpret and apply processes and policies effectively. Continuously learn and develop knowledge to resolve issues and provide accurate answers to customers. Contribute positively to the team through the sharing of knowledge, ideas and best practices
• Partner with internal business partners and/or external vendors on escalated employee inquiries when specific, in-depth functional knowledge or an exception is required. Proactively identifies and executes on areas for improvement within the department
• Provide excellent customer service by researching and resolving escalated employee inquiries/complaints in a timely, professional, and consistent manner. Proactively informs employee of case status and manages communication and interaction with employee as issue is resolved. Responses are non-scripted and more complex
• Own and execute assigned services, such as monthly maternity leave meetings, RTW Compensation process, HR System Administration, etc. Crosstrain backups for assigned services and ensure all working instructions are documented and kept up to date
• Identifies gaps in Ask HR Portal content and agent reference materials in areas of expertise (benefits, payroll, compensation, talent acquisition, talent management, etc.) and works with key stakeholders to create or update content, as needed
• Attend share fairs and other employee-facing events as needed
• Proactively partner with key stakeholders to ensure Ask HR is trained and ready to support employee inquiries
• Develop training materials and provide guidance and training to lower-level positions
• Works on special assignments as assigned and may serve as back-up to Manager, Ask HR by working on department projects, reporting, presentations, and other tasks as assigned by management

• A Bachelor 's degree in Human Resources, business or related field of study from an accredited university, required
• May consider an associate’s degree in human resources, business or related field of study from an accredited college or university with a minimum of two (2) years of Human Resources, administrative or related experience, required
• May consider a High School diploma or GED, with a minimum of four (4) years of Human Resources, administrative or related experience, required
• Minimum three (3) years of HR experience preferred
• Requires advanced knowledge of HR practices and processes, as well as a deep understanding of one or more HR functions (including benefits, payroll, compensation, talent acquisition, talent management, etc.)
• Ability to maintain highest level of confidentiality
• Advanced skill level in Microsoft Office, particularly Excel, required. Demonstrated skills in PC applications
• Customer service experience preferred, in a customer care or HR role receiving inbound service calls; pharmaceutical industry experience a plus
• Demonstrated experience taking initiative to effectively lead projects and process improvements
• Demonstrated success in problem solving with proven ability to pay close attention to details to ensure customer needs are met
• Must be able to excel in a fast-paced, rapidly changing environment and meet challenging deadlines
• Excellent verbal communication, including proper grammar, tone, and a clear speaking voice to ensure solid communication with customer via all contact channels
• Excellent written communication skills, including proper grammar and correct sentence structure to document cases and communicate with customers via all contact channels
• Ability work well independently and within a team
• A high degree of professionalism in working with customers, peers, and managers