Job Location:
United Kingdom – Uxbridge

For Current Gilead Employees and Contractors:

Please log onto your Internal Career Site to apply for this job.

Job Description

HR Shared Services Associate II – First Line Employee Support

Stockley Park

Position Reports to: HR Shared Services Manager

Gilead Sciences is a biopharmaceutical company that discovers, develops and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide. Headquartered in Foster City, California, Gilead has operations in North, South and Central America, Europe, Africa, Asia and Australia. Gilead makes it a priority to increase access to its medicines for people who can benefit from them, regardless of where they live or their economic status.

This role is part of a fast-paced HR Shared Services (HRSS) team and will be responsible for managing HR case management through self-service. This position leverages technology, digital platforms, and our human capital management and case management systems to provide an exceptional customer service experience, promote and encourage employee self-service, and respond to inquiries not resolved at the Tier 0 self-service level (through the enterprise employee portal). However, working with and supporting team members in other global regions will occur. The role holder will be enthusiastic about their career in Human Resources, enjoys helping employees find answers to their HR-related questions, and is interested in continuing to build upon their knowledge across all HR functions. A successful team member will be extremely detail-oriented, flexible with continuous process/system changes, possess a problem-solving mindset, and enjoys creating order from ambiguity.

Essential Functions:
• Utilize case management system tools to respond to written inquiries from employees, managers, retirees, and family members regarding HR questions, issues, problems, and status changes within defined SLAs and quality measures
• Use appropriate grammar and vernacular to respond to employee cases using case management and chat technology (chat, emails, case responses)
• Resolve Tier 1 cases in a professional, sensitive, and customer-focused manner in accordance with Company policies, procedures, and Service Level Agreement
• Escalate cases in accordance with, and as defined by HRSS policy and procedures to the appropriate team
• Interface with internal and external resources to furnish or obtain needed information to close
cases not escalated
• Refer employees, managers, retirees, and families to HR self-service technology, outside vendors, or other resources as appropriate
• Meet or exceed goals and key performance indicators for optimal delivery of service to all customers
• Handles inquiries from internal and external partners with timely follow-up and feedback
• Assists with special projects to support HRSS
• Contribute to the on-going development of the HR knowledge base and Employee Support Center (ESC) to help employees quickly and easily find answers their questions via self-service.
• Collaborate with other regional HRSS teams for alignment and knowledge sharing.
• Lead efforts to document, simplify and standardize HR business processes regionally and globally.

Knowledge, Experience, and Skills:
• Possess a strong customer service orientation while maintaining a high level of integrity and confidentially with each interaction
• Must possess the ability to navigate complex conversations, determine customer needs and provide solutions that satisfy customers
• Know how to deescalate high tension situations while reassuring callers they will receive assistance with the utmost care and attention
• Able to effectively communicate in English, in both written and oral forms, and other languages if necessary.
• Ability to listen and discern the true need of our customers to determine the appropriate resolution
• Ability to prioritize workload to complete assigned deliverables within the allocated timeline
• Interpersonal skills to effectively communicate with all business contacts and handle all issues that may be sensitive in nature

Basic Qualifications:
• Good HR Shared Services Query Management experience
• Experience in using HR Systems
• Strong verbal, written interpersonal, and telephone communication skills are required.
• Must possess strong Microsoft Office skills

Preferred Qualifications:
• Experience with Workday and ServiceNow is highly desired
• Customer Service experience is preferred
• Bilingual in English and EMEA related languages; oral and written form as required by role


Equal Employment Opportunity (EEO)

It is the policy of Gilead Sciences, Inc. and its subsidiaries and affiliates (collectively “Gilead” or the “Company”) to recruit select and employ the most qualified persons available for positions throughout the Company.  Except if otherwise provided by applicable law, all  employment actions relating to issues such as compensation, benefits, transfers, layoffs, returns from layoffs, company-sponsored training, education assistance, social and recreational programs are administered on a non-discriminatory basis (i.e. without regard to protected characteristics or prohibited grounds, which may include an individual’s gender, race, color, national origin, ancestry, religion, creed, physical or mental disability, marital status, sexual orientation, medical condition, veteran status, and age, unless such protection is prohibited by federal, state, municipal, provincial, local or other applicable laws).  Gilead also prohibits discrimination based on any other characteristics protected by applicable laws.

For Current Gilead Employees and Contractors:

Please log onto your Internal Career Site to apply for this job.