At Gilead were creating a healthier world for all people. For more than 35 years weve tackled diseases such as HIV viral hepatitis COVID-19 and cancer working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the worlds biggest health challenges and our mission requires collaboration determination and a relentless drive to make a difference.

Every member of Gileads team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions and were looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future you are the key driver in evolving our culture and creating an environment where every employee feels included developed and empowered to fulfil their aspirations. Join Gilead and help create possible together.

Job Description

Based in Stockley Park the HR Shared Services Manager Employee Support will be responsible for the timeliness quality and accuracy of HR inquiry management transactions and functional services for the EMEA Employee Support (First Line) addition they will be required to work with and support colleagues in other global regions as required. The role holder will be enthusiastic about their career in Human Resources enjoy helping employees find answers to their HR related questions and be interested in continuing to build upon their knowledge across all HR functions.

As manager the role holder will be extremely detail oriented flexible with continuous process/system changes possess a problem-solving mindset and enjoy creating order from addition the role holder will be a self-starter with the ability to balance the need to manage the day-to-day Shared Services operations with providing project support and working cross-functionally and globally within the HR Operations landscape. Engaging with key stakeholder partners including COEs IT and Legal as necessary to ensure data security and integrity and compliance are met and that policies processes and procedures are consistently applied is a key aspect of the role.

Essential Functions:

Responsible for the day-to-day management of the operations of tier one first-line employee support

Partner effectively with the Director of HR Shared Services on ways to create efficiencies and provide additional services as needed within the HR Shared Services eco-system.

Maintains data integrity of HR system and all compliance needs including the record retention cycle.

Design implement and manage AI-driven solutions to optimize HR processes enhance employee experience and improve operational efficiency

Responsible to ensure all applicable inquiries are assigned resolved or triaged and closed properly and in a timely manner meeting and/or exceeding all KPIs and SLAs.

Identifies and monitors data trends for proactive insights and behaviours to drive self-service and process improvements and align with global initiatives where applicable.

Leverage data for staffing and resource allocation decisions for optimal performance of systems and make performance improvement recommendations.

Actively seek and respond to feedback from customers. Review customer feedback surveys & provide analysis & reporting to management.

Supervises HRSS first line employee support team including hiring and training direct supervision and performance management including setting goals and writing performance reviews etc.

Ensure team needs are met provide coaching growth and development assessment and discussion and guidance to the team to ensure their continued progression within the organization.

Manage the team of HRSS professionals to ensure both projects and day to day activities are delivered in a timely manner.

Increases the efficiency of department functioning by leveraging new tools enhancing processes procedures and HRSS business practices.

Acts as escalation point for complex cases as needed.

Regularly meets with the team to review all new guidance and provide any updated training as needed.

Collaborate with other regional and global HRSS Pods for alignment and knowledge sharing and to support global projects.

Participate in ad hoc HR projects as directed by HR Shared Services Director

Lead team and self to provide effective ESP Superuser support engaging development pathways as appropriate.

Contribute to the on-going development of the HR knowledge base to help employees quickly and easily find answers to their questions via self-service.

Collaborate and engage with ESP content managers to further the quality and effectiveness of all knowledge articles and other information related documents housed on the ESP Platform.

Collaborate with HR technology team to streamline processes leverage automation and workflow to demonstrate positive business impact.

As required manage/partner with outsourced and offshore partners to ensure a seamless and cost-effective customer experience.

Knowledge Experience and Skills:

Possess a strong customer service orientation while maintaining a high level of integrity and confidentially with each interaction.

Knowledge of HR policies practices procedures laws and system tools

Strong communication organizational collaboration documentation and presentation skills

Data analysis skills including strong excel skills such as pivot tables and v-lookups (preferred)

Innovation analytical and creative problem-solving skills

Capacity to deal with ambiguity and risk-taking.

Team-oriented mentality.

Ability to build positive relationships at all levels influence others in a cross-functional environment as well as setting and managing expectations.

Proven ability to manage confidential information.

Experience documenting business processes in a visual format (MS Visio preferred) as well as writing detailed business process documents for reference.

Experience leading business process improvement activities.

Ability to prioritize workload to complete assigned deliverables within the allocated timeline.

Ability to translate technical concepts into HR solutions.

Basic Qualifications:

High School OR associate degree OR Bachelors Degree OR Masters Degree and extensive experience

Solid previous experience leading day to day HR Shared Services operations.

Strong verbal written interpersonal and telephone communication skills are required.

Must possess strong Microsoft PowerPoint Excel Word and Outlook skills.

Good stakeholder relationship management skills.

Experience with case management tools (especially ServiceNow).

Knowledge and experience of HR policies in EMEA is a must.

Preferred Qualifications:

Good knowledge of back end ServiceNow functionality is preferred.

Proficiency in AI technologies (e.g. Azure AI Co-Pilot)

Equal Employment Opportunity (EEO)

It is the policy of Gilead Sciences Inc. and its subsidiaries and affiliates (collectively Gilead or the Company) to recruit select and employ the most qualified persons available for positions throughout the Company. Except if otherwise provided by applicable law all employment actions relating to issues such as compensation benefits transfers layoffs returns from layoffs company-sponsored training education assistance social and recreational programs are administered on a non-discriminatory basis (i.e. without regard to protected characteristics or prohibited grounds which may include an individuals gender race color national origin ancestry religion creed physical or mental disability marital status sexual orientation medical condition veteran status and age unless such protection is prohibited by federal state municipal provincial local or other applicable laws). Gilead also prohibits discrimination based on any other characteristics protected by applicable laws.

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.