Er Lr Solutions Partner

hace 2 semanas

Juárez, Chihuahua, México Johnson & Johnson A tiempo completo

At Johnson & Johnson, the largest healthcare company in the world, we come together with one purpose: to profoundly change the trajectory of health for humanity.

_

  • Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world. _
  • When You Join Johnson & Johnson, Your Next Move Could Mean Our Next Breakthrough _

Company:

Purpose:

The ERLR Administration Specialist will support timely resolution of ERLR cases within the region. Duties include triage of ERLR requests, support of ER/LR administration activities and follow-up required to close a case (e.g. reminders, case updates, case management, operations, etc.), ensuring all required documentation are provided and archived.

The ERLR Administration Specialist will also run and provide specific ER/LR reporting to relevant parties and contribute to any ERLR administration activities to ensure the timely and effective management of ERLR cases within the region.

The ERA Administration Specialist will do cross-regional support for LATAM and North America.

This role will strive to ensure appropriate resolution of service requests within defined time periods, levels of accuracy and quality standards and customer satisfaction levels.

This role treats the workforce with dignity and respect, maintaining high levels of confidentiality, trust and integrity in the handling of sensitive matters.

This person adheres to established standards and guideline

Key Responsibilities

  • Respond to Employee Relations requests from customers (prioritizing as appropriate) and executes on the key tasks and activities in accordance with defined procedures and guidelines.
  • Develop and manage investigation plans (assignment of proper resources; identification of witnesses and key individuals; method, order and timing of interviews; identification of evidence to gather, maintaining contact with case owner, manager and key stakeholders.
  • Identify relevant policies and practices to determining whether violation of policies or practices occurred
  • Assist with the development of performance improvement plans (PIP) and Corrective Action steps; Review to determine if suitable, reasonable, measurable and actionable
  • Provide insights and intelligence with respect to trends and opportunities
  • Communicate and interact effectively with customers and team members; develop credibility and trust relationships with customers, supervisors, and team members
  • Interact and interface with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies.
  • Investigate issue areas and determine methods of mitigation in order to resolve problems within acceptable timeframes, routing or escalating inquiries as appropriate in order to achieve effective and timely resolution.
  • Contribute to scheduled and ad hoc training in order to improve performance and promote continuous learning
  • Assist and encourage users / customers to make effective use of selfservice options, systems, products, services, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of services available to them.
  • Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences for knowledge database future reference.
  • Comply with documentation and retention guidelines
  • Identify areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Cluster Employee Relations Lead.
  • Maintain complete and accurate documentation in accordance with guidelines on a timely manner, complying with the Service Level Agreements
  • Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality.
  • Perform special projects and related duties as assigned.
  • Work in collaboration with other Administration team members to execute tasks and fulfill key deliverables, seeking input and assistance as needed.
  • Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.
  • Participates in scheduled and ad hoc training in order to improve performance, process acumen and gain additional knowledge on Administration processes.

Qualifications:

  • Education: Minimum of a High School, Diploma/ Bachelos degree Desirable _

EXPERIENCE AND SKILLS:

REQUIRED:

  • Basic computer knowledge is required.
  • Proficient in these 2 languages: Spanish (advanced required), Por

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