Helpline Representative

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

Bold thinking. Bolder actions. We are Medtronic.

At AskHR in Medtronic, our goal is to provide a best-in-class employee experience, providing a standard level of care to our customers and drive operational excellence. We are the first point of contact for employees and managers to receive solutions and answers to their HR related questions and manage a Hire to Retire HR processes whilst collaborating with various team within and outside Human Resources (HR) function. The APAC AskHR center provides global support for HR processes and offers services in key languages including English, Thai, Korean, and Japanese.

This is an exciting time to join and be part of the growing ASKHR Team as we embark on a HRSS (HR Shared Services) transformation journey. We are currently hiring for Helpline Representative for APAC.

In this role, you will have the opportunity to work with regional and global members of the ASK HR centers, HR Centers of Expertise (COE) and HR Business Partners (HRBP) to ensure consistent interpretation and guidance are given to employees and managers in relation to HR Programs & policies, HR applications and other HR services. You are encouraged to proactively learn and support the adoption of Lean culture. You will be coached to identify, resolve and/or escalate as appropriate problems that arise using A3 DMAIC process to identify root cause of issues and implement solutions. You are encouraged to gain in-depth understanding of processes and can correlate policies, legislations, and tools into your day-to-day operational activities.

Be curious, ask why, find the how, consult and you’ll find that you are learning through finding solutions to problems.

Responsibilities may include the following and other duties may be assigned:

• Manage inquiries using ServiceNow case management tool, evaluate and understand the case, resolved at first point of contact and/or escalate the queries with a customer centric approach.

• Actively identifies knowledge gap, work with team and HR COE to build knowledge article enabling consistent and easily accessible information for better service delivery

• Timely escalation of employee issues/concerns and feedback which enables HR to capture the Voice of the Customer

• You will adhere to our operational excellence standards and provide best in class HR Service Delivery Catalogue

• Perform administrative task and documentation within the scope ASK HR Service Delivery Catalogue

• You can work in ambiguous situation where the task at hand may not be clear but with guidance and working together as a team, you take ownership and/or contribute to making things better

• You will contribute on building the knowledge-based article and other centralized information (i.e., FAQ)

Required Knowledge and Experience:

• Minimum of 2 years of relevant experience

• Bachelor’s Degree in Human Resources or any other discipline preferred

• Experience in helpdesk or customer support role, particularly in HR or Shared Services environment would be an advantage

• Experience in using these tools will be helpful but we will also provide training: ServiceNow Case Management and Workday

• Candidate must be open to work dayshift schedule

• Fluent in English both written and verbal communication

Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.  We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
 

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here