People Operations Senior Associate

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

The HR Service Associate provides end-to-end HR operational support across onboarding, employee lifecycle administration, pay and benefits processes, employment compliance, and customer service delivery. The role also leads vendor credentialing activities for representatives requiring healthcare facility access, managing credentialing requests, vendor relationships, and subscription governance. Success in this role requires strong attention to detail, customer focus, stakeholder management, and the ability to operate effectively in a compliance-driven environment.

This position is B3 level (for internal use only)

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.
• 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 authorized 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.

Credentialing & Vendor Management

• Serve as the accountable owner for the credentialing vendors and subscription lifecycle, supporting representatives who require credentialing for hospital access.
• Review and approve credentialing and subscription requests.
• Submit approved credentialing requests to vendors and coordinate cases through completion, including resolution of access-related incidents with vendors and internal stakeholders.
• Monitor and validate the active credentialed population and license utilization, including account maintenance, worker population tracking, and license ownership by franchise.
• Perform periodic data reconciliations across vendor records, Workday, and credentialing vendor platforms to identify discrepancies and maintain accurate credentialing and subscription records.
• Support the financial governance of credentialing subscriptions by validating billing-party assignments, budget allocation, additional-capacity requirements, quotations, purchase orders, invoices, and contract renewals in collaboration with Finance, Procurement, and vendor stakeholders.
• Administer and communicate the credentialing subscription policy and support service changes and system configuration requirements.

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?

Education:

• High School Bachelor´s Degree (minimum degree required).
• Degree in HR or equivalent qualification preferred.

Experience

• Minimum 2+ years of HR administration experience within a regional HR Shared Services organization. (Must)
• Previous experience in healthcare credentialing, vendor credentialing, or a related compliance-driven operational environment, including management of credentialing requests and access requirements. External candidates must meet this requirement; relevant internal experience may be considered for internal candidates.
• Experience of delivering to customer service targets within a complex environment.
• Experience of working in HR, Sales or Payroll team, ideally within a customer orientated commercial environment.
• Experience with Workday, ServiceNow, and Salesforce is preferred but not required.

Language

• English Level B2+ (minimum required).

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 utilize standard Microsoft Office products and the application of Workday, HR systems and case management tools.

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…

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