Otsuka Pharmaceutical Co.
The HR People Operations Manager plays a key role in delivering HR operational excellence by managing core employee lifecycle processes and supporting HR service delivery. This role oversees the AVA Service Portal (ServiceNow HR case management system), manages Human Resources site content, partners with HR Business Partners (HRBPs) and HR Centers of Excellence (COEs), and serves as the primary point of contact for HR policies and data entry.
The ideal candidate has strong knowledge of Workday, ServiceNow, SharePoint, and Microsoft systems and applications, with the ability to identify process efficiencies, manage vendors, drive continuous improvement, and support HR projects aligned with evolving business needs.
Responsibilities
Manage, evaluate, and develop improvements for the AVA Service Portal (ServiceNow), HRIS, chatbot and other HR service support tools. Partner with development team to ensure timely and quality delivery of system enhancements. Oversee and evaluate day-to-day HR operations case management, ensuring timely assignment and resolution of cases while meeting SLAs. Oversee and update HR website content (SharePoint) to ensure accuracy, usability, and employee-friendly design. Ensure timely and accurate HR transactions across the full employee lifecycle (hire to separation), including but not limited to: onboarding, job changes, promotions, and terminations. Oversee the support of outsourced Tier 1 HR services vendor, providing feedback and guidance in alignment with Otsuka’s business needs. Monitor vendor effectiveness against SLAs and escalate as needed to ensure service quality. Ensure HR data accuracy, integrity, and confidentiality across all systems. Manage compliance reporting and HR dashboards and analyze HR data to provide actionable insights and recommendations. Identify trends and recommend improvements to streamline workflows and enhance employee service delivery. Partner with HRBPs and COEs to ensure smooth processes and a positive employee experience. Support additional HR projects and programs as needed based on business priorities, ensuring timely delivery and alignment with organizational goals. Qualifications
Bachelor’s degree in Human Resources, Business Administration, or related field (advanced degree or HR certification preferred). 5+ years of HR operations and process improvement management experience. Proficiency in HRIS systems (Workday experience strongly preferred), ServiceNow, SharePoint and Microsoft Office Suite. Proven experience managing external vendors and service platforms. Excellent communication, analytical, and project management skills. Strategic mindset with proven ability to deliver operational improvements. Ability to work with sensitive employee information and maintain confidentiality. Strong organizational skills with attention to detail and ability to manage multiple priorities. Ability to manage multiple priorities in a fast-paced environment. Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change. Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business. Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders. Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka. Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals. Empowered Development - Play an active role in professional development as a business imperative. Minimum $104,640.00 - Maximum $156,400.00, plus incentive opportunity. Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.
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Manage, evaluate, and develop improvements for the AVA Service Portal (ServiceNow), HRIS, chatbot and other HR service support tools. Partner with development team to ensure timely and quality delivery of system enhancements. Oversee and evaluate day-to-day HR operations case management, ensuring timely assignment and resolution of cases while meeting SLAs. Oversee and update HR website content (SharePoint) to ensure accuracy, usability, and employee-friendly design. Ensure timely and accurate HR transactions across the full employee lifecycle (hire to separation), including but not limited to: onboarding, job changes, promotions, and terminations. Oversee the support of outsourced Tier 1 HR services vendor, providing feedback and guidance in alignment with Otsuka’s business needs. Monitor vendor effectiveness against SLAs and escalate as needed to ensure service quality. Ensure HR data accuracy, integrity, and confidentiality across all systems. Manage compliance reporting and HR dashboards and analyze HR data to provide actionable insights and recommendations. Identify trends and recommend improvements to streamline workflows and enhance employee service delivery. Partner with HRBPs and COEs to ensure smooth processes and a positive employee experience. Support additional HR projects and programs as needed based on business priorities, ensuring timely delivery and alignment with organizational goals. Qualifications
Bachelor’s degree in Human Resources, Business Administration, or related field (advanced degree or HR certification preferred). 5+ years of HR operations and process improvement management experience. Proficiency in HRIS systems (Workday experience strongly preferred), ServiceNow, SharePoint and Microsoft Office Suite. Proven experience managing external vendors and service platforms. Excellent communication, analytical, and project management skills. Strategic mindset with proven ability to deliver operational improvements. Ability to work with sensitive employee information and maintain confidentiality. Strong organizational skills with attention to detail and ability to manage multiple priorities. Ability to manage multiple priorities in a fast-paced environment. Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change. Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business. Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders. Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka. Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals. Empowered Development - Play an active role in professional development as a business imperative. Minimum $104,640.00 - Maximum $156,400.00, plus incentive opportunity. Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.
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