Manager HR Operations (tier 1)

the employee experience. The Manager will use technology solutions (ServiceNow and Workday) to drive self-service, speed of resolution, and reduce ticket volume while enhancing the employee life cycle overall experience. This role involves managing the day-to-day operations of the India HR Connect team, overseeing staff inquiries, managing HR processes, and driving improvements in HR service delivery. The HR Connect Manager will work closely with various HR functions in India to ensure alignment and effective communication.

Roles and Responsibilities:

• Lead the service delivery team with various levels of inquiries via multichannel options including transactions through Workday and inquiries through ServiceNow.

• Participate in and/or lead and/or coordinate (system/process improvement) projects / audits

• Ensure that HR inquiries and transactions are processed according to global processes within service level agreements and act as point of contact for HR Connect with complex inquiries

• Act as a coach for HR Connect team member(s) and support on best practices, solutions and approaches

• Support the HR service center & HR COE's with Business SME support related to the ServiceNow module and Workday

• Support specialists in working with HR Tech Team on HR system improvements and translate business needs into technical requirements

• Act as a liaison between India HR Connect, India HR Knowledge Experts, India HR Technology, and India local HR to translate business needs into technical solutions.

• Lead/Coordinate/Participate in system and process improvement projects related to Workday, Service Now and HR processes.

• Set goals, coach others, and encourage team members to take ownership of their personal development.

• Encourage and develop solid knowledge sharing concepts within the team for better cross collaboration.

• Partner with Knowledge Management team to ensure accuracy and comprehensiveness of the content in the team's knowledge base program and the MyHR portal (tier 0).

• Facilitate knowledge sharing and train the HR Connect team on HR practices and system processes to be designated as subject matter experts.

• Sponsor and actively contribute to support of quality customer service initiatives across the globe.

• Evaluate workforce needs, and resource allocation needs to support existing and additional expansion scope of work.

• Sponsor change management and other transformational efforts to increase service excellence.

• Manage highly confidential information of staff at all levels within the organization.

• Deliver metrics, measurements and data insights to internal and external team members in India to inform conclusions and support decision-making.

• Develop engaging relationships with stakeholders through trust and teamwork.

• Partner with local HR teams to share standard practices and promote consistency and cohesiveness with compliance and regulation in mind.

• Partner with various business areas and IT to evaluate how best to use ServiceNow technology to meet evolving business requirements and deliver the best digital employee experience in India.

• Lead other projects / activities as requested and participates in other cross-functional projects in representation of the HR Staff Services team.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The Human Resources professional we seek is a leader with these qualifications:

Basic Qualifications:

• Master's degree and 9 to 12 years of Human Resources experience

Preferred Qualifications:

Must-Have

• Previous experience in team management and leadership

• Solid understanding of HR processes and best practices

• Strong working knowledge of Workday

• Extensive working knowledge of ServiceNow

Good-to-Have

• Experience working in a multinational organization

Soft Skills:

• Excellent communication and interpersonal skills

• Ability to handle sensitive and confidential information with discretion

• Strong problem-solving and analytical skills

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for our teammates' professional and personal growth and well-being.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now for a career that defies imagination

Objects in your future are closer than they appear. Join us.

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Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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