People Operations Coordinator

Salary: £Competitive + excellent benefits (bonus, healthcare, pension, life cover etc.)

Office Location: Washington, DC or Philadelphia will consider Remote Flexible (US EST Zone)

Hours: Flexibility required to work hours that will support our US teams

Location: Flexible Washington, DC will consider Remote Flexible (US EST Zone)

About the role:

The People Services Hub sit at the heart of Fishawack’s HR team. Working in a tiered service delivery model, the Hub are the first point of contact for all employee HR queries and support the business on all employee life cycle processes such as Joiners, Movers, Leavers, Time Off, HR System admin and more. The Hub also supports the wider HR team (such as our Career Experience and Talent teams) in delivering timely and efficient process administration across the organisation.

The People Operations coordinators will manage the People Services Hub and provide knowledgeable and empathetic support to the business, while also championing process improvement and personal development. The team is global to ensure we provide full working day coverage for our teams.

About Fishawack Health

Fishawack Health is the leading global commercialization partner for the modern life science era. Established in 2001 and headquartered in the UK, the organization is powered by a 1,300+ globe-spanning pack of strategic, creative, and scientific experts. We empower healthcare professionals and patients with the knowledge they need to live better lives.

Our core operating units—Consulting; Medical; Policy, Access, Value, Evidence; and Marketing.—bring together best-in-class capabilities from around the world. We empower our pharmaceutical, biotech, and medical technology clients to navigate the most complex of ecosystems, helping them on an effective path to develop, launch, and grow their brands, services, and portfolios.

Our internationally recognized, award-winning teams collaborate across operations in the UK (Brighton, Fleet, London, Knutsford, Manchester, Oxford, and Sale), Ireland (Dublin), USA (Chicago, Evansville, Minneapolis, New York, Philadelphia, San Diego, Scottsdale, and St. Louis), Greece (Athens), and Singapore.

What You’ll Do:

Tier 1 - Resolution of requests including general queries on case and query handling, triaging tickets, knowledge bank and collaboration/support with other HR COEs. For example, questions about how part timers’ holiday time is calculated.

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  Provide first line HR support to employees via requests sent to the People Services Hub mailbox or tickets raised within the Fishawack Support Portal
• Provide informed insight into HR administrative issues with employees, for example how their holiday is calculated as a part time employee
• Adhere to an SLA of 2 hours for initial response and 24 hours to resolve where possible
• Triage all queries received into the People Services Hub mailbox, either providing resolution at Tier 1 or escalating as appropriate
• Support employees in using HR technology, for example HRIS, and escalate any technical or complex queries through to the People Transformation & Data team
• Maintain the HR Tier 0 knowledge base and collate frequently asked questions from the business
• Support the wider People team on ongoing projects
• Identify areas of process improvement and make recommendations for implementation
• Contribute towards documentation of processes and policies

Tier 2 - Resolution of requests including knowledge based specialised services (Comp&Bens), core HR Systems, processes, and workflows (Joiner/Mover/Leaver) For example, requests regarding onboarding.

• Responsibility for the core Joiner, Mover and Leaver processes
• Joiners – Ensuring all new hires are fully processed and onboarding, from sending the employment offer right through to managing first week onboarding activities
• Movers – Process all employee changes received into the People Services Hub, such as Promotions and Salary changes, including preparing notification documents and processing changes through payroll
• Leavers – Ensuring all leavers are offboarded successfully, including preparing exit documentation and notifying payroll through appropriate processes
• Manage HR payroll submission, including collating all monthly payroll data
• Adhere to an SLA of 4 hours for initial response and 48 hours to resolve where possible
• Identify areas of process improvement and make recommendations for implementation
• Contribute towards documentation of processes and policies

About You:

• Eager to learn and develop your career within an operational HR environment
• Sound knowledge of HR processes and procedures
• Experience working within a tiered HR operational structure preferred but not essential
• Experience with HR technology, Cezanne HR preferable
• Excellent problem solver
• Ability to communicate clearly with multiple stakeholders across all levels
• Strong English skills (verbal and written communication)

What we can offer:

Fishawack Health aims to empower every employee to develop and thrive. We empower our team with the tools, skills, and support needed to think differently and to solve healthcare’s most complex challenges.

At the center of our people-led culture is our Career Experience team, whose mission is to provide every employee with a purpose-driven career. We also pride ourselves on our personalized learning approach to ensure you receive the training you need to help you grow within the company and take advantage of our global scale and scope.

We are committed to embedding diversity and inclusion in every aspect of our organization to encourage diversity of thought, inclusive behavior, and innovative solutions. As part of our commitment to building a healthier world, every employee is also encouraged to participate in our community engagement efforts, which support a wide range of healthcare programs and wellbeing causes worldwide.

Reasonable adjustments

Fishawack Health is an equal opportunities employer and place where everyone is welcome. We believe success lies in our differences and only by embracing these differences can we build a healthier world together. We strongly encourage people from minority backgrounds, LGBTQIA+, parents, and individuals with disabilities to apply. If you need reasonable adjustments at any point in the application or interview process, please let us know. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

We encourage all applicants to read our company Privacy Policy before applying to a role.

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