Manager India HR Staff Services

 
Join Amgen's Mission to Serve Patients 
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.

 
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 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:
  
 
Basic 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

  
 
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.
  
 
careers.amgen.com 

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.