HR Services Associate (Alajuela, Costa Rica)

Life Unlimited. At Smith and Nephew we design and manufacture technology that takes the limits off living. 

Are you ready for you next step. This role is responsible to deliver an efficient and accurate HR and pay administration service to employees and line managers for all activities associated with the employee lifecycle, through the application of S+N policies and procedures, within agreed performance levels and to comply with all statutory requirements. To provide timely and relevant information and advice, when requested, to employees, managers and external parties, within agreed parameters in order to maximize customer efficiency, effectiveness and confidence.

What will you be doing?

Customer Service Delivery Deliver a quality and professional service to all customers

Resolve day to day customer service enquiries, issues and complaints, escalating as appropriate, and deal with any service recovery.

Provide efficient employee and pay administration and timely advice to customers on employee lifecycle activities

Ensure that all employee data is entered into Workday and associated HR systems in a timely, accurate and consistent manner, to agreed standards and targets.

Create and maintain documents, records and data to agreed procedures and standards.

Ensure the service management system reflects the nature of the query to ensure a high level of customer service satisfaction.

Action workflow requests in a timely and consistent manner

Identify and escalate issues and incidents

Liaise with customers as required and in accordance with guidelines and parameters to ensure smooth operation of transactional services.

Ensure a high level of confidentiality is maintained in all aspects of work.

Ensure all corporate policies, standards and agreed HR Customer Service processes are adhered to by all staff, rectifying any non- conformities as appropriate

Employee Services Administration Administer end to end employee lifecycle transactional processes, including joiners, movers, leavers, pay changes, special leave types and compensation and benefit administration for all employees and managers. 27

Administer changes to individual’s terms and conditions

Administer the probation period, liaising with the line manager, escalating any formal issues to the HR Consultancy team.

Administer deductions and calculate entitlements

Ensure the prompt and accurate processing of leavers.

Pay and Reward Administration Effectively process pay data, documentation and information to ensure timely and accurate production of the S+N payrolls.

Maintain accurate records and history of the pay and ensure all statutory documentation is correctly filed including miscellaneous and year end returns in accordance with the requirements of local legislation, Internal Audit and the local tax authorities.

Deal with and comply with statutory obligations under pay and pensions as required

Action voluntary deductions as authorised by the employee.

Support HR Customer Services Advisors in relation to pay related queries, if and when required.

Administer Sharesave and insurance claims and produce relevant correspondence

Administer Reward/Benefit schemes on behalf of S+N.

Contracts & Employment Compliance Administer and monitor the offer and on-boarding processes for internal and external candidates, including standard offers, background checks, issuing of contracts of employment, joining instructions, and on-boarding documentation within agreed timescales and service standards.

Ensure accurate pre-employment checks are undertaken and recorded, using the appropriate technology.

Provide timely, accurate advice to new starters regarding their induction, and S+N systems and processes

Ensure all renewal employment checks are conducted in a timely and accurate manner.

Provide reports to managers highlighting non-compliance with renewal employment checks

Continuous Improvement Understand the needs of customers (internal and external) and continuously seek to improve customer service • Understand all relevant performance indicators and use performance information to continually improve services

Contribute towards the HR Customer Service Delivery strategy, with a view to identifying means of improving performance. Assist in reviewing business processes as necessary.

Coaching and Training Provide guidance and support to more junior members of the team • Support with the delivery of training to new starters within the team

What will you need to be successful?

Successful candidates would need the following:

Education:

• School diploma or equivalent

Certifications:

• HR or equivalent qualification preferred

Experience:

• 4 to 6 years of HR administration experience within a regional HR Shared Services organisation

• Working towards an HR related qualification or relevant HR experience

• Experience of delivering to customer service targets within a complex environment

• Experience of working in HR or Payroll team, ideally within a customer orientated commercial environment

Languages:

• Fluent English + any other language that is required for given position

Knowledge:

• A good understanding of employment legislation, its application and best practice for the relevant countries served

• A good understanding of the HR employee lifecycle

• A good understanding of the role HR Customer Service Delivery plays and its interactions with other HR functions across the employee life cycle

• Able to fully utilise standard Microsoft Office products and the application of Workday, HR systems and case management tools

• Familiarity of key HR measures and the associated drivers of the measures and work to understand the analytical interpretation of data and how it impacts HR processes and procedures. • Ability to analyse data, interpret themes and provides summary information for management use.

• Able to take a holistic view of the customer journey.

Competences:

Relationship Management

• Engages stakeholders effectively, resolving issues and understanding drivers/needs

• Ability to build and establish effective relationships to elicit information from key individuals

Problem Solving

• Exercises judgment based on analysis of sources of information.

• Identifies problems and finds workable solutions

• Ability to display initiative to resolve problems.

• Analyses situations to resolve situations.

• Ability to analyse and interpret written information.

• Able to make sound and timely decisions based on analysis of the relevant information

Reputation for Delivery

• Ability to plan, taking a pragmatic approach to meet required deadlines.

• Ability to organise and prioritise workload to meet service standards/deadlines.

• Attention to detail and ability to work well under pressure

• Responds to challenging priorities with a sense of urgency and pace.

• Demonstrate commitment to the S+N values and behaviours and embedding them in the company culture

• Ability to contribute to the development of performance indicators and use them proactively to improve performance.

Customer Focused

• Acts with customers in mind and is dedicated to meeting the expectations and needs of internal customers.

• Able to make sound decisions based on a broad view of the situation within an HR environment.

• Deals with confidential or sensitive issues discreetly

• Confident, articulate, and comfortable providing support.

• Ability to listen, understand and interpret information.

• Ability to establish rapport by modifying language and tone to fit listener

• Always approaches things from the customer’s perspective seeing potential problems & finding solutions

• Develops good customer relationships, is honest and fair always accessible and approachable

• Always tries to meet or exceed the customer’s expectations, stand by decisions and actions, commit to things that are delivered. HR

OPEX & Continuous Improvement

• Ability to constructively challenge the norm and encourages the generation of innovative ideas

• Always look for ways to improve the service or experience given to customers.

Commitment to Excel

• Self-motivated, well-organized, adaptable, and self-reliant.

• Responds to priorities with a sense of urgency and pace and can work well under pressure

• Bounces back from disappointments with renewed determination.

• Demonstrate commitment to the S+N Values and behaviors and embedding them in the company culture

• Be a team player with the ability to motivate and work alongside others and share best practice.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ 

• Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

• Work/Life Balance: Extra days off, birthday off, voluntary hours.

• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave. 

• Flexibility: Hybrid work model (for more professional roles), flexible schedules.

• Training: Training program, unlimited learning.

• Extra perks: employees association, and more…

#LI-HYBRID