Senior Manager, Talent Experience and Operational Excellence

What Will You DoRole 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 Amgens 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.

• 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.

• 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: 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