Senior Manager, Talent Experience and Operational Excellence

Amgen Inc. (IR); Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Competitive benefits

Total Rewards Plans aligned with local

Employee growth opportunities

Job summary

Amgen is seeking a Senior Manager for HR Experience & Operational Excellence to design and deploy enterprise-wide employee experience strategies within Talent Experience & Operations. The role leads initiatives on experience measurement, service performance, and process transformation across HR globally.

The candidate will drive governance, KPIs, and data-driven improvements, partnering with COEs, HR Ops, and IT to deliver streamlined HR services aligned with Amgen’s transformation goals.

Qualifications

• 14+ years of progressive HR service delivery or transformation experience.
• Experience leading global or regional HR transformation programs.
• Proven capability in employee experience design and service governance.
• Lean Six Sigma Green/Black Belt and ITIL certifications are preferred.
• Strong data visualization and metrics framework development.

Responsibilities

• Design and govern Enterprise Employee Experience Framework.
• Lead Operational Excellence initiatives across HR with KPIs and SLAs.
• Measure employee and customer satisfaction with dashboards and analytics.
• Drive cross-functional change and adoption of new HR processes globally.
• Maintain governance and partner with senior stakeholders to align with transformation goals.

Skills

Employee Experience Design

Service Delivery Governance

Process Excellence

Lean

Six Sigma

Design Thinking

Workday

ServiceNow

Power BI

Tableau

Education

Bachelor’s or Master’s degree

Tools

Workday

ServiceNow

Power BI

Tableau

Job description

Career Category Human Resources Job Description Join Amgen’s Mission of Serving Patients At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do. Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives. Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

What Will You Do

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

1. Employee Experience Design & Strategy 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.

2. Operational Excellence & Service Optimization 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.

3. Experience Measurement & Insights 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.

4. Transformation & Change Leadership 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.

5. Governance & Stakeholder Engagement 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: Bachelor’s or master’s 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.

• 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.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way. In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Equal Opportunity

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law. 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.

About Amgen

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.

For more information, visit www.amgen.com and follow us on www.twitter.com/amgen