You’ve worked hard to become the professional you are today and are now ready to take the next step in your career. How will you put your skills, experience and passion to work toward your goals? At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies, reaching over 10 million patients worldwide. Come do your best work alongside other innovative, driven professionals in this meaningful role.
What you will do
Let’s do this. Let’s change the world. In this vital role you will provide operational management of Amgen’s India HR Connect team and will be responsible for the continued modernization and transformation of India HR service delivery with a focus on elevating 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.
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 for HR Connect manager 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.
Facilitate knowledge sharing and train the India 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 in India.
Evaluate India 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 India 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:
Doctorate degree OR
Master’s degree and 4 to 6 years of Human Resources experience OR
Bachelor’s degree and 6 to 8 years of Human Resources experience OR
Diploma and 10 to 12 years of Human Resources experience
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
Experience working in a multinational organization
Excellent communication and interpersonal skills
Ability to handle sensitive and confidential information with discretion
Strong problem-solving and analytical skills
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.
Objects in your future are closer than they appear. Join us.
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.