Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

Career development with an international company where you can grow the career you dream of.Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.An excellent retirement savings plan with a high employer contributionTuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Abbott Park, IL location.

What You’ll Work On

Summary

Lead the Program Admin (PA) team in the function assigned. Drive optimal customer satisfaction and directly supervise the day-to-day activities of the HR Program Administration team. The role is also responsible for hiring, developing, rewarding, and conducting performance management activities. Responsible for all incoming real time and queued workloads, make intra-day adjustments against forecasts, service level goals, planned activities and meetings, and other KPIs. Set expectations and hold team members accountable for highest levels of customer satisfaction stablished. Collaborate in a global network of HR colleagues with numerous stakeholders in a matrix structure. This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.

The incumbent must demonstrate servant leadership by doing “what is right” for Abbott, our stakeholders, and the team which he/she leads. Incumbent will also be accountable for striving to exceed the needs of our customers and must demonstrate decisiveness and anticipatory problem solving. Participate in GHRS Projects on behalf of the Program Administration team.

Essential Job Functions/Core Job Responsibilities

Drives optimal Customer Satisfaction; focus on excellence in HR program delivery, responsible for program outcome and deliverables. Promotes the satisfaction of the SC customers (Abbott employees and managers) of the organization aligned to Global HR Services (GHRS) vision and Pillars.Operational Excellence: Floor Operations: Monitor queued workloads against forecast; react to changes in business conditions including inbound work volumes, available staffing, and escalated work; monitors daily service levels.

Collaboration: Shares workload across a global network of GHRS peers in a matrixed structure; trusted partner of managers and HR in the region

Coach associates/ specialist to troubleshoot and resolves customer escalations by partnering with GHRS Colleagues or Practice Centers, BHR, Payroll, ER and/or Legal.

Conduct Quality Reviews through utilizing monitoring tools to assess the work efficiency and handling of the customers inquiries.

Identifies process and service gaps, roadblocks to quality customer service and gathers and disseminates voice of the customer feedback.

Adherence to Compliance: Promote a compliance team mindset. Assures team members trainings attendance and recertifications per established guidelines, raises red flags, manages late terminations globally.Talent Management:

Attract: Work closely with TA recruiting team) to guarantee the timely sourcing and hiring.

Develop: Ensure Onboarding is executed timely and in alignment to GHRS standards that includes meeting the 90-day timeline milestones. Additionally, ensure ongoing training needs are met to support the business needs. Applies regular coaching and feedback to enhance their skills and competencies. Also manage underperforming employees and mentor high performing talent accordingly.

Retain: Execute all engagement initiatives to generate a Healthy and positive environment. Also promotes diversity, encourage individuals to drive their careers, recognizing and rewarding their teams for their contributions

Continues Improvement: listen, gather, and identify process improvement opportunities to address customer needs and drive internal process efficiencies.Stakeholder Management: Manage its teams scalations using the GHRS matrix, collaboration, leveraging the HR global Network.GHRS Projects: Participate in the development and implementation of GHRS key projects on behalf of the SC.

         

Position Accountability / Scope

Report to the Sr. Manager, HR Program Administration (US)Is part of the regional or functional Client Management TeamThis roles coordinates: At the local level: Regularly with teams from the Service Center, PA and DI. At a Regional Level: With the extended HR community: Affiliate and Divisional HR and members of the Practice Centers: C&B, TA, ATD, HR Communications, Talent Management & HR Finance. At the Global Level: With SC peers and with GHRS colleagues and HR community in general.

Required Qualifications

Bachelor’s degree with 5 years of relevant work experience, or 10 years of relevant work experience without a college degree. Highly desirable to have minimum 3 years leading others.Languages: Proficiency in English (spoken and written). Excellent telephone, written and verbal communications skills necessary.Experience in HR Data Management, HR User Experience, with relevant contact center technologies such as CRM or Service Ticket applications, and Workday System of Record or similar.Human Resources, Customer Services and Project Management experience a plus.Experience working in a global company, with matrix organizations managing internal clients with different stakeholders.Competencies Needed: Critical Thinking, Analytical Skills, Insightful, Process Design Skills, Project Management, Understanding of HR Technology/Applications, Problem Solving, Relationship Builder, Collaboration, Emotional Intelligence/Empathy and Cultural Awareness, Coaching, Leading with ambiguity and Resourcefulness.

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.

The base pay for this position is $75,300.00 – $150,700.00. In specific locations, the pay range may vary from the range posted.