Job Description

Career Category

Human Resources

Join our team at AMGEN Capability Center Portugal, number 1 company in Best WorkplacesTM https://www.greatplacetowork.pt/ 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 more. 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. What we do at AMGEN matters in people’s lives.

MANAGER TALENT LIFECYCLE DELIVERY SERVICES

LIVE

WHAT YOU WILL DO

Let’s do this. Let’s change the world. In 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 hire‑to‑retire 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, high‑quality 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, trust‑based 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:

• Bachelor’s degree in Human Resources, Business Administration, or a related field (master’s is a plus).

• Around 8+ years of experience in 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 experience managing teams and complex escalations in a multi‑country environment

• Strong knowledge of core HR processes across the hire 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:

• Strong service orientation and customer focus, with a passion for a great employee experience.

• Excellent problem‑solving skills and demonstrated capability in escalation 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 of data accuracy, attention to detail, and comfort working with metrics and reports.

• Strong people leadership and coaching skills, 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.

APPLY NOW

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

CAREERS.AMGEN.COM

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.