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Employment Type:
Full time
Job Category:
Human Resources
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Novo Nordisk | Plainsboro, New Jersey
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Job Description

Requisition ID 49635BR
Job Category Human Resources
Job Description Purpose:
Manages a team of direct reports with overall responsibility for managing the day to day operations
of the Ask HR call center and provides oversight to direct reports responsible for the intake and
resolution of all employee inquiries received through multi-channel support. Responsible for the
effective and efficient delivery of all Novo Nordisk HR Programs within the scope of Ask HR to
ensure HR services remain in compliance with company policies, procedures, benefits, and federal
and state laws and regulations and are delivered with established standards for operational
excellence. This position is responsible for managing and leading all aspects of the call center
including resource/capacity planning, scheduling, reporting, quality management, coaching, training,
performance management, and employee development. Drive department tactics and initiatives
managed against the voice of the customer, benchmarking, call trends and surveys. Create and
maintain service delivery strategies to support employees, maintain a desirable culture, increase
productivity and ensure the team provides a positive employee experience.

Reports to the Director, of Ask HR. This position manages the HR Service Center Operations Ask
HR call center team. Other internal relationships include HR Business Partners, LoB managers,
Centers of Excellence and Employment Attorneys. External relationships include, but are not limited
to: vendors, consultants, SMEs, professional organizations and individuals.

Essential Functions:
Provide leadership and direction for the team to ensure employee and business needs are met
in accordance with the highest standards of quality and employee satisfaction. Maintain and execute department training plan, inclusive of onboarding new agents, cyclical support cycles (e.g., open enrollment, payroll year-end, performance management, etc.), new services, individual training needs, and customer service. Analyze call center data to understand trends, implement corrective actions and/or process improvements and identify adjustments in staffing and scheduling requirements to ensure optimal call center coverage and quality benchmarks are achieved. Strategic and tactical business partner to HR Centers of Excellence and HR Business Partners to understand their business needs, as well as the needs of their client group to ensure Ask HR services remain relevant. Responsible for all call center technology and system administration of SaaS application, including system access and implementation of solutions to meet stakeholder requirements (e.g., accommodation requests). Overall vendor management for all service center technology. Assign, prioritize and monitor the daily activities of the team, assuring proper aligning of resources/skill sets to inquiry/request demand. Ensure all processes are completed in a timely manner.
Perform daily review of open cases to ensure inquiries are being assigned, resolved and closed in a timely manner. Regularly monitor incoming cases to ensure compliance, track performance, monitor trends, provide feedback and improve customer services. Develop the skills and capabilities of the Ask HR team with a strong focus on fostering individual growth and overall team performance to build a high performance culture. Ensure continuous learning opportunities through training and on-the-job learning opportunities. Develop incentive plan to drive agent performance and overall attainment of team KPIs. Maintain overall program, update the plan to reflect relevant rewards, and administer rewards per plan. Ensure processes and procedures are documented, followed and updated as required and remain in compliance with relevant local, state and/or federal law. Subject matter expert in the services supported by Ask HR, including solid working knowledge of applicable federal and state laws and regulations, company policies, and practices. Partner with stakeholders to recommend updates to company policies as appropriate and ensure Ask HR services remain compliant. Proactively stay current on trends and developments within HR and implement best practices as appropriate. Partners with HR and COE business partners to transition support for HR services to the HR Shared Services model (e.g., RSA grant, vacation banking, etc.). Engaged in the design of new programs to proactively identify support requirements. Oversee the administration and maintenance of assigned programs or projects in support of assigned COE.
Partner with the HR Business Partners, COEs, Legal Department, and external vendors to identify and resolve complex cases, often leading the discussions and sharing knowledge with the team to facilitate future resolution of similar cases. Maintain ownership of Service Level Agreements and drive awareness with key stakeholders. Understand peak service periods and ensure calendar is up to date and training is planned for the team. Recommend best practices and improvements based on internal and external benchmarking, mandatory laws/regulations and trends, and voice of the customer. Works on special assignments or projects as assigned; duties may include working on department projects, gathering, compiling, verifying, and recording data from multiple sources, creating reports, providing information regarding function-specific policies and procedures, and tracking and control of processes, projects, and activities.

Physical Requirements:
10-20% overnight travel required

Development of People:

* 1+ years supervisory experience preferred
* A Bachelor's degree required; relevant experience and/or certification in specialized HRfunction may be substituted for degree, when appropriate; advanced degree or HR certification in specialty area preferred
* A minimum of 9 years of progressive HR and/or customer service experience required with at least 4 years of experience supporting one or more services within HR
* Experience in metrics reporting and analysis required
* Ability to effectively manage projects
* Ability to lead teams
* Ability to maintain highest level of confidentiality
* Demonstrated understanding of process and HR technology
* Effectively organizes complex tasks involving a mix of resources, including people, data, material and inputs

Department HR - ASK HR
Position Location US - Plainsboro, NJ
City Plainsboro
State/Provinces US - NJ

At Novo Nordisk, we know that driving change on a global level and improving treatment outcomes for people with diabetes and other chronic diseases begins here at home. That's why we make an unmatched commitment to our employees, our families and our communities. That means outstanding rewards, industry-leading training programs, and an environment that supports you to achieve your goals at every level. It's all part of the Novo Nordisk Way. It includes our Vision and our commitment to the Triple Bottom Line principle - helping us find the right balance between compassion and competitiveness

With a career at Novo Nordisk, you'll feel a difference right from the start. It's a sense of inspiration and mobility that comes from a shared belief in driving positive change for people, families, and communities everywhere. Congratulations on taking your first step!

Novo Nordisk is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, physical or mental disability, medical condition, veteran status, genetic information, or any other characteristic protected by federal, state, or local law.

Novo Nordisk will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

If you are interested in applying for employment with Novo Nordisk and need special assistance or an accommodation to use our website or to apply for a position, please call the U.S. Toll Free number at 1-855-411-5290 or click on the following link to submit your request: https://www.surveymonkey.com/r/novoaccommodation. Please note we do not accept applications for employment or employment related solicitations through this site. If you are requesting special assistance, please specify your request by selecting "Yes" in Question 2 on the site. We will not be able to respond to requests unless you specify the need for special assistance or an accommodation in Question 2. Determinations on requests for reasonable accommodation are made on a case-by-case basis.

About Novo Nordisk

Novo Nordisk A/S is a Denmark-based healthcare company. The Company provides diabetes care and is engaged in haemostasis management, growth hormone therapy and hormone replacement therapy. The Company manufactures and markets pharmaceutical products and services to patients, the medical profession and society. The Company is organized in two segments: diabetes care and biopharmaceuticals. Diabetes care includes discovery, development, manufacturing and marketing of products within the areas of insulin, glucagon-like peptide (GLP)-1 and related delivery systems, as well as oral antidiabetic products (OAD). Biopharmaceuticals includes discovery, development, manufacturing and marketing of products within the therapy areas haemostasis management, growth hormone therapy, hormone replacement therapy, inflammation therapy and other therapy areas.

This company profile was created by AfterCollege and is about Novo Nordisk. This page is not endorsed by or affiliated with Novo Nordisk. For questions regarding company profiles, please email: care@aftercollege.com.