Manager HR Operations EMEA & APAC

at  Amgen

Join our team at AMGEN Capability Center Portugal, number 1 company in Best Workplaces - https://www.greatplacetowork.pt/ - ranking in Portugal (category 201-500 employees) by the Great Place to Work Institute. We have a growing team of 340 talented people and more than 35 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 more. Based in Lisbon’s city center, our AMGEN office fosters innovation, excellence, and inspiration. Come thrive with us at AMGEN, supporting our mission To Serve Patients.

MINIMUM REQUIREMENTS

• Bachelor’s degree in Business Administration, Information Systems, or another Liberal Arts major
• Proven experience in Human Resources or an HR service center
• Demonstrated ability supervising a multicultural and diverse team with a record of effective team management across multiple locations
• Proficiency in English
• Strong interpersonal and communication skills
• Solid understanding of Workday and ServiceNow (Employee Central Pro, Case – and Knowledge management)

PREFERRED QUALIFICATIONS:

• Multinational company experience in a service center environment
• Demonstrated project leadership skills, including ability to lead diverse cross-functional teams, and prioritize varied assignments simultaneously
• Excellent at interacting, influencing, and building relationships with staff, management, and executives
• Demonstrated comfort with ambiguity and organizational change
• Strong ability to understand, balance, and articulate both tactical and strategic planning issues
• Strong quantitative, analytical (technical and business), and problem-solving skills

WHAT YOU WILL DO

In this role, you will lead Amgen’s HR Connect team in EMEA (Europe, Middle East & Africa) and APAC (Asia-Pacific), which is the first contact for Amgen staff, managers, and local HR teams for HR inquiries and transactions. The Manager will be responsible for the continued modernization and transformation of Amgen’s HR service delivery, focusing on enhancing the employee experience through technology solutions like Service Now and Workday to promote self-service, speed resolution, and reduce ticket volume.
You will oversee the HR Connect team in EMEA and APAC, addressing staff needs related to the MYHR web portal, Workday navigation, and global HR guidance, while providing expertise in Workday, Service Now, and HR processes.
By being a leader with an outstanding customer service orientation, a track-record of driving excellence in service delivery, and an attitude of continuous improvement this role will partner with Human Resource Centers of Excellence (CoEs) in deploying new programs globally through the service center operations scope.

RESPONSIBILITIES:

• Lead the service delivery team with various levels of inquiries via multichannel options including transactions through Workday and inquiries through ServiceNow.
• Act to resolve issues which prevent the team working effectively and efficiently.
• Act as a liaison between HR Connect, HR Knowledge Experts, HR Technology, and 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.
• Act as an escalation point for complex inquiries.
• Set goals, mentor others, and encourage team members to take ownership of their personal development.
• Encourage and develop solid understanding sharing concepts within the team for better cross collaboration on both a regional and global level with development of subject matter experts.
• 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 HR Connect representatives on HR practices and system processes.
• Train HR Connect representative to be designated as subject matter experts on different HR processes, including Workday.
• Sponsor and actively contribute to the support of quality customer service initiatives.
• Evaluate workforce needs and resource allocation needs to support existing and additional expansion scope of work.
• Sponsor change management and other ground-breaking 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 stakeholders to advise conclusions and support decision-making.
• Develop engaging relationships with customers through trust and teamwork.
• Partner with regional teams to share best 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.
• Lead other projects / activities as requested and participates in other cross-functional projects in representation of the HR Staff Services team.