Business Support Specialist

About the Department
At Novo Nordisk, we want to make a difference. For more than 100 years, we have led the way in diabetes care. Being part of Novo Nordisk allows our employees to embark on life-changing careers, and the opportunity to help improve the quality of life for millions of people around the world.
In NC, we operate three pharmaceutical manufacturing facilities that are responsible for fulfilling different steps in our injectable and oral treatment supply chains. Our legacy Injectable Finished Products (IFP) facility in Clayton, NC is a 457,000 square foot aseptic "fill and finish" site that is responsible for producing innovative, injectable diabetes and obesity treatments. At IFP, you'll join a global network of manufacturing professionals who are passionate about what they do.
What we offer you:

• 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

At Novo Nordisk, you will find opportunities, resources, and mentorship to help grow and build your career. Are you ready to realize your potential? Join Team Novo Nordisk and help us make what matters.
The Position
The Business Support Specialist - Ask HR is a senior level HR support position responsible for providing consistent, high quality customer service and HR support to Novo Nordisk employees, candidates and retirees. This position will receive escalations from the Senior Business Support Specialist - Ask HR for more complex HR issues that require a deep understanding of one or more specific HR functions (including benefits, payroll, compensation, talent acquisition, talent management, etc.) The Business Support Specialist - Ask HR is responsible for providing advanced support for all escalated HR transactions, policies, and processes to all employees through multi-channel support (i.e., phone, online, email, chat, etc.)
Identifies solutions to resolve escalated employee inquiries and effectively communicate complex and difficult information and processes to employees so they understand their issue and resolution. It requires partnership with third-party vendors, HR Business Partners and CoEs to own and process services, interpret policies and resolve complex inquiries. This position has a strong focus on identifying and executing on opportunities for improvement within the department as well as identifying root cause of escalations and partnering with necessary stakeholders for resolution.
Relationships
This position reports to the Manager, Ask HR. Interacts with all levels of business. Develops and maintains strong relationships with internal HR colleagues and business partners to support functional processes, programs and/or services. External relationships include but are not limited to outsourced vendors, retirees and candidates. Researches and resolves complex or sensitive issues for employees. Provides guidance and assistance to lower-level AskHR colleagues.
Essential Functions

• 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

Physical Requirements
Ability to work in an open office environment with the possibility of frequent distraction. Ability to travel up to 10% of the time.
Qualifications

• 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

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we're life changing.
Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.
If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.