Senior Manager, Talent Experience and Operational Excellence

Amgen Technology; Hyderabad; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

Amgen Technology is seeking a Senior Manager to spearhead Enterprise Employee Experience and Operational Excellence within Talent Experience Operations. You will shape strategy, governance, and delivery across the HR function to drive user-centric services and measurable outcomes.

You will lead transformation initiatives, leverage Lean/Six Sigma, and partner with HR Technology to optimize processes, performance metrics, and governance globally.

Qualifications

• 14+ years of progressive experience in HR Service Delivery, Operational Excellence, or HR Transformation.
• Experience leading global or regional HR programs and driving transformation.
• Strong analytics, reporting, and data visualization skills for decision making.
• Proven ability to influence senior stakeholders and lead cross-functional teams.

Responsibilities

• Lead design, implementation, and governance of the Employee Experience Framework and related HR programs.
• Define measurable experience design approaches aligned with HR strategy and values.
• Develop journey mapping, feedback analytics, and sentiment analysis across HR touchpoints.
• Translate data into targeted improvement actions to elevate experience and engagement.
• Partner with COEs, Business HR, and HR Operations to embed experience-led practices.

Skills

HR Strategy

Operational Excellence

Change Management

Data Analytics

Leadership

Stakeholder Influence

Education

Bachelor's or Master's degree

Tools

Workday

ServiceNow

Power BI

Tableau

Job description

Role Purpose

The Senior Manager, HR Experience Operational Excellence is a strategic leader responsible for designing, developing, and deploying the enterprise-wide Employee Experience and Operational Excellence strategy within the Talent Experience Operations vertical. This role drives initiatives that enhance the employee journey, strengthen service delivery performance, and embed a culture of continuous improvement across HR. The incumbent leads programs focused on experience measurement, service effectiveness, and process transformation, ensuring HR services are efficient, user-centric, and aligned with Amgen's transformation and growth agenda.

Key Responsibilities

• Lead the design, implementation, and governance of the Employee Experience Framework, encompassing key moments that matter across the employee lifecycle.
• Define and maintain a consistent, measurable approach to experience design, ensuring alignment with HR strategy and enterprise values.
• Develop and embed methodologies for journey mapping, voice-of-employee feedback, and sentiment analysis to capture insights across HR touchpoints.
• Translate feedback and data into targeted improvement actions that elevate employee experience and engagement.
• Partner with HR Centres of Excellence (COEs), Business HR, and HR Operations to embed experience-led practices into HR programs and services.

• Lead the Operational Excellence tower, overseeing the identification, design, and delivery of process improvement and standardization initiatives across HR.
• Drive process simplification, automation, and value stream optimization to enhance HR service delivery efficiency and effectiveness.
• Own Service Performance Framework, defining KPIs, SLAs, and quality measures that ensure consistent global service delivery.
• Partner with HR Technology and Service Management teams to align process design with digital enablement and workflow optimization.
• Ensure Operational Excellence outcomes are data-driven, sustainable, and integrated with the broader HR Transformation roadmap.

• Lead the measurement of employee and customer satisfaction across HR services through surveys, dashboards, and analytics.
• Leverage analytics and insights to influence HR decision-making, prioritization, and investment in service enhancement.
• Present trends, insights, and improvement recommendations to leadership and governance forums.

• Act as a key driver of the Transformation agenda, ensuring experience and operational excellence principles are embedded in all service design initiatives.
• Lead cross-functional project teams to design and deploy new service models, process improvements, and experience enhancements.
• Champion a culture of operational excellence and employee-centric design within the HR function.
• Partner with Change Management teams to drive adoption of new HR processes, tools, and experience-led approaches globally.

• Maintain governance frameworks for HR service quality, experience metrics, and process documentation.
• Partner with senior leaders and business stakeholders to align initiatives with enterprise transformation goals.
• Represent the Talent Experience Operations function in relevant forums.
• Ensure compliance, risk, and control standards are integrated into all operational and experience initiatives.

Key Deliverables

• Enterprise-wide Employee Experience Framework and governance model.
• Experience measurement and reporting dashboards with actionable insights.
• Operational Excellence roadmap and successfully delivered transformation projects.
• Standardized HR processes with improved performance metrics and service quality.
• Enhanced employee and HR partner satisfaction across HR services.

Experience Qualifications

• Experience: 14+ years of progressive experience in HR Service Delivery, Operational Excellence, or HR Transformation, with demonstrated leadership of global or regional programs.
• Education: Bachelors or masters degree or equivalent experience
• Technical Methodological Expertise:
  • Expertise in Employee Experience Design, Service Delivery Governance, and Process Excellence.
  • Strong command of methodologies such as Lean, Six Sigma, and Design Thinking.
  • Proficiency in HR systems (Workday, ServiceNow) and data visualization tools (Power BI, Tableau).
  • Experience in developing experience and performance metrics frameworks.
• Preferred Certifications: Lean Six Sigma Green/Black Belt, ITIL, or equivalent.
• Core Competencies:
  • Strategic and analytical thinker with strong execution discipline.
  • Proven leadership in large-scale HR transformation or service excellence programs.
  • Ability to influence senior stakeholders and lead global, cross-functional teams.
  • Strong storytelling and data visualization skills to communicate insights effectively.
  • Deep understanding of employee experience, service delivery models, and HR operations