At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com Job Function: Human Resources Job Sub Function: Employee & Labor Relations Job Category: Professional All Job Posting Locations: Bogotá, Distrito Capital, Colombia Job Description: We are seeking a EL/ER Associate to be based in Bogotá, Colombia. The EL/ER Associate will be responsible for: Our ERLR Function (Employee Relations and Labor Relations) at Johnson & Johnson is grounded in our Credo, a trusted partner and advisor to our leaders and stakeholders and helps shape our global employee experience. The ERLR Associate will support timely resolution of ERLR cases within LATAM region. Duties include triage of ERLR cases and questions from employees or leaders, support of ERLR administration activities and follow-ups required to close a case (e.g. reminders, case updates, case management, operations, etc.), ensuring all required documentation are provided and archived. The ERLR Associate will also provide data and reporting to relevant parties. This role will ensure appropriate resolution of service requests within defined time periods, levels of accuracy and quality standards and monitor customer satisfaction levels. This role treats the workforce with dignity and respect, maintaining the highest level of confidentiality, trust, and integrity in the handling of sensitive matters. Responsabilities - Respond to Employee Relations requests, prioritizing them based on their importance. - Determine if there has been a violation of policies or practices by reviewing relevant policies - Build trusted partnerships with customers, team members, and stakeholders through effective communication (written and verbal) - Investigate and resolve issues promptly, escalating inquiries when required Implement investigation plans and manage them effectively, including assigning resources, identifying witnesses, and scheduling interviews - Assist in creating performance improvement plans (PIP) and corrective action steps - Provide data reports, conduct analyses and identify insights to support team performance and continuously improve the employee experience of ERLR Contribute to training initiatives to enhance performance and continuous learning of employees and people leaders in the organisation - Encourage customers to utilize self-service options and educate them about available services - Maintain accurate documentation, identify operational improvements, and ensure timely resolution of assigned tasks and inquiries - Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner using judgement, coaching and advisory skills. - Perform special projects and related duties as assigned. - Work in collaboration with other ERLR team members to execute tasks and fulfill key deliverables, seeking input and assistance as needed. - Participates in scheduled and ad hoc training in order to improve performance, process acumen and gain additional knowledge on ERLR processes. Qualifications - Fluent in English and Spanish Language (written and verbal) - Experience working in an HR function - Ability to accurately collect information in order to understand and assess the clients’ needs and situation - Exercises thoughtful judgement when giving advice to support action and identifies when escalation is required - Excellent written and verbal communication skills; manages internal communications and external/client communications with detailed assistance - Strong attention to detail - Demonstrates discretion, professionalism and confidentiality - Enthusiastic team player with a strong drive to create a positive work environment - Will be trusted to secure and maintain confidential information - Ability to gather, consolidate and analyse data, understand what it means and develop reports - Implements improved processes to increase team efficiency and effectiveness - Ability to prioritize workload and provide timely follow-up and resolution - Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications (e.g., MS Office, Excel, email, fax, Internet Explorer)