GSK cherche un HR Services Manager

GLAXOSMITHKLINE Biologicals

The GSK World of Vaccines
Our vaccines business is one of the world’s leading vaccine innovators and producers globally. We are dedicated to providing vaccines to everyone who needs them no matter where they live.

At GSK Biologicals, we employ over 11,200 people worldwide, including more than 7,000
at our global headquarters in Belgium. Almost a quarter of our staff work in research
and clinical development, inventing new and innovative vaccines against some of the
world’s most serious infections and diseases. Last year, we distributed 1.4 billion doses of
our vaccines in 182 countries. This represents almost 3 million doses a day, almost 80%2
of which went to developing countries.

Job Purpose and Key Responsibilities:
Plans, organizes, coordinates, and manages First Line Service Center. Administers FL SC and Company policies, procedures and practices within area of responsibility. Creates and maintains a work environment conductive to teamwork, creativity, quality and productivity.

Accountability:
• Promote training, personal growth, professional development, and teamwork for First Line Staff.
• Implement the HR Services vision and strategy within First Line Staff.
• Interpret, communicate, and apply First Line Staff objectives, policies, and procedures.
• Establish, communicate, and provide follow-up on performance standards.
• Collaborate with the HR Specialist and Support function team to develop policies and procedures related to the FL SC.
• Provide assistance and guidance to staff when needed.
• Work with the Specialists to resolve complex issues within the team and make most final decisions related to these issues.
• Oversee training and development of FL SC.
• Manage assigned employees including performance evaluations and salary administration.
• Assist VP HR Services Belgium as needed.
• Performs scheduling for First Line Service Center.
• Develop and maintain customer and networking relationships.
• Manage individual and unit budgets and contribute to the planning and management of First Line Service Center.
• Build team relationships.
• Maintain quality, productivity, and training standards as defined.
• Suggest methods to update, simplify, and enhance processes, procedures and technologies.
• Complete special projects as assigned.
• Develop and manage SLA, KPI.
• Develop & Implement improvement actions.

Complexity:
• Different IT Systems and Applications
• 3 different legal entities.
• +/- 30 First Line agents.
• 7350 Employees members.

Specialised Knowledge (Profile):
• Minimum eight to ten (8-10) years Customer Service experience. Minimum of three (3) years managerial experience, required, HR experience.
University degree.
• Pharmaceutical industry experience preferred.
• Knowledge of call center or shared services environment required.
• Knowledge of SAP desirable.
• Knowledge of union contacts.
• Experience with building strong work teams.
• Experience using management skills in a creative and productive work environment.
• Strong executive presence; Superior verbal and written communication skills; Exceptional presentation skills.
• Ability to maintain consistent service levels as identified.
• Ability to identify tools and resources needed to meet customer expectations.
• Ability to work well with internal and external customers.
• Ability to identify areas of improvement in the HR Service Center and identify / recommend solutions.
• Ability to provide creative planning and controls for FL SC..
• Ability to coordinate and motivate by exercising sound management practices.
• Ability to comply with government requirements and legislation.
• Ability to handle confidential information.
• Ability to analyse data.
• French, Flemish, English, Customer Focus.