Manager Talent Lifecycle Delivery Services ELMAC region (HR Shared Services)

Career Category

Job Description

Join our team at AMGEN Capability Center Portugal number 1 company in Best WorkplacesTM ranking in Portugal in 2024 (category 201-500 employees) by the Great Place to Work Institute. We have a team of over 500 talented people and more than 40 different nationalities diverse areas of expertise and professional experience that are shaping the future of healthcare. This is your chance to explore a world of opportunities in different areas such as Cybersecurity Data & Analytics Digital Technology and Innovation Finance General & Admin Human Resources Regulatory Affairs and many Lisbons city center our AMGEN office fosters innovation excellence and inspiration. Come thrive with us at AMGEN supporting our mission To Serve Patients. What we do at AMGEN matters in peoples lives.

MANAGER TALENT LIFECYCLE DELIVERY SERVICES

LIVE

WHAT YOU WILL DO

Lets do this. Lets change the this vital role you will join our HR Talent Lifecycle Service Delivery team and help shape how we deliver HR services across the ELMAC region (Europe Latin America the Middle East Africa and Canada). In this role you will lead a team of HR Operations specialists based in Lisbon that

• manages complex escalations - acting as the regional escalation point within the global HR tiered service delivery model (Tier 1 centralized support in India and Tier 2 regional resolution)

• drive hiretoretire process excellence for the region that enables local HR teams and elevates the overall employee lifecycle experience.

About the Role - Key Responsibilities

Regional Escalation & Case Management

• Act as the key escalation point for complex Tier 1 HR inquiries handled by our centralized teams in India.

• Ensure timely accurate and compliant resolution of escalations coordinating with HRBPs COEs local payroll and Legal where required.

• Monitor case trends and root causes recommend and implement preventive actions (training knowledge base updates process changes).

Operational Leadership Excellence & Service Delivery

• Oversee consistent highquality execution of hire to retire (H2R) processes via multichannel options including transactions through Workday and inquiries through ServiceNow in partnership with local HR teams across the region.

• Drive innovation and continuous improvement in HR service delivery leveraging ServiceNow Workday and other HR tools to enhance the user experience.

• Lead and optimize the HR service delivery team for the region ensuring high-quality support and a seamless HR user experience.

• Co-own drive and implement global/ regional H2R processes (e.g. onboarding internal moves mobility leaves data changes terminations offboarding).

• Oversee accurate transaction processing and data maintenance in Workday and related HR systems.

• Ensure consistent application of (global) process standards while adapting to local legal and regulatory needs in partnership with country HR.

• Define and track SLAs KPIs and quality metrics; provide regular reporting and insights to HR leadership.

• Ensure compliance with local labor laws HR policies and company regulations in service execution.

People Management & Development

• Lead mentor and develop a high-performing team of HR Operations specialists based in Lisbon.

• Foster a culture of service excellence collaboration engagement and continuous learning within the HR Experience & Operations organization.

• Create a connected inclusive and inspiring work environment that empowers talent to thrive.

Process Optimization

• Identify opportunities to streamline standardize and automate H2R processes across countries.

• Contribute to automation and digital enhancement initiatives e.g. AI-driven solutions and digitalization efforts to streamline HR service operations.

• Enhance HR service automation and self-service capabilities through Workday and ServiceNow ensuring scalability and efficiency.

• Drive change management and other transformational efforts for the region to increase HR service excellence.

Stakeholder & Business Partner Engagement

• Build strong trustbased relationships with Local HR HRBPs COEs Payroll Legal and Finance across multiple countries.

• Represent Talent Lifecycle Delivery Services in regional HR forums and projects.

• Act as the voice of Talent Lifecycle Delivery Services in discussions on policy changes process design and system enhancements.

WIN

WHAT WE EXPECT OF YOU

Qualifications & Experience:

• Bachelors degree in Human Resources Business Administration or a related field (masters is a plus).

• Around8 years of experiencein HR Operations HR Shared Services or HR Service Delivery with at least 4 years in a global HR shared services or HR operations leadership role ideally in a regional or global organization.

• Proven experiencemanaging teamsand complex escalations in a multicountry environment

• Strong knowledge of core HR processes across thehire to retire lifecycle.

• Strong background in HR transformation Workday and ServiceNow implementation and optimization.

• Expertise in process optimization and user experience.

• Excellent stakeholder management communication and influencing skills.

• Ability to navigate complexity drive change and execute on a global/regional scale.

Key Competencies:

• Strongservice orientationand customer focus with a passion for a great employee experience.

• Excellentproblemsolvingskills and demonstrated capability inescalation management.

• Global Mindset Understanding of regional HR service nuances and ability to operate in a multicultural environment.

• Operational Excellence Strong focus on service efficiency automation and continuous improvement.

• Stakeholder management Ability to influence and collaborate effectively across multiple time zones cultures and organizational levels.

• Digital & Technology Acumen Expertise in Workday and ServiceNow HRIS AI-driven tools and automation platforms.

• High level ofdata accuracy attention to detail and comfort working with metrics and reports.

• Strongpeople leadershipandcoachingskills with the ability to prioritize delegate and make decisions under pressure.

THRIVE

WHAT YOU CAN EXPECT OF US

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

Vast opportunities to learn develop and move up and across our global organization.

Diverse and inclusive community of belonging where colleagues are empowered to bring ideas to the table take risks and act.

Generous AMGEN Total Rewards Plan comprising healthcare finance wealth and career benefits.

Flexible work arrangements.

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

EQUAL OPPORTUNITY STATEMENT

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 a reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us to request an accommodation.