Manager, HR Shared Services

Gilead's mission is to discover, develop, and deliver therapies that will improve the lives of patients with life-threatening illnesses worldwide.

As a Manager, HR Shared Services you are responsible for the following:

• Lead and Develop Your Team:
  • Oversee the day-to-day operations of the Tier 1 employee support team, ensuring all inquiries are assigned, resolved, and closed accurately and on time.
  • Supervise, hire, train, and mentor HRSS team members, fostering their growth and development within the organization.
  • Conduct performance management, including setting goals and writing performance reviews.
  • Delegate tasks effectively and ensure clear communication within the team.
  • Regularly meet with the team to review new guidance and provide updated training.
• Optimize Service Delivery:
  • Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT) scores, and quality assurance.
  • Analyze data to identify trends, drive self-service, and pinpoint areas for process improvements.
  • Serve as an escalation point for complex or sensitive employee inquiries, providing guidance and resolution.
  • Identify risks and opportunities, recommending changes to processes to enhance HR service delivery.
  • Manage and ensure accurate and compliant oversight of personnel files and employment data.
  • Actively seek and respond to customer feedback, providing analysis and reporting to management.
  • Manage cases, monitor progress, and ensure adherence to Service Level Agreements (SLAs), escalating complex cases as needed.
• Drive HR Operational Excellence:
  • Partner with the Director of HR Shared Services to identify opportunities for efficiency and new service offerings within the HR Shared Services ecosystem.
  • Collaborate with other HR functions (e.g., HR Business Partners, Total Rewards, Talent Acquisition, HRIS) to ensure seamless service delivery and address complex issues.
  • Engage with key stakeholders including Payroll, Benefits, COEs, IT, and Legal to ensure data security and integrity, compliance, and consistent application of policies and procedures.
  • Contribute to the ongoing development of the HR knowledge base, collaborating with content managers to enhance the quality and effectiveness of self‑service resources.
  • Partner with the HR technology team to streamline processes and leverage automation for positive business impact.
  • Participate in ad hoc HR projects as directed by the HR Shared Services Director, including leading efforts to document, simplify, and standardize HR business processes.
  • Collaborate with other regional and global HRSS Pods for alignment, knowledge sharing, and global project support.

• Bachelor's Degree and Six years of relevant experience.
• OR
• Master's degree and four years' experience.
• A minimum of three years of experience leading day‑to‑day HR Shared Services operations.
• High School Diploma/GED with ten years of experience, OR associate's degree with eight years of experience.
• Experience with case management tools (Service Now preferred).
• Proven ability to manage confidential information.
• Experience documenting business processes in a visual format (MS Visio preferred) and writing detailed process documents.
• Experience leading business process improvement activities.

• Strong customer service orientation with a high level of integrity and confidentiality.
• Comprehensive knowledge of HR policies, practices, procedures, laws, and system tools.
• Excellent communication (verbal, written, interpersonal, and telephone), organizational, collaboration, and presentation skills.
• Strong data analysis skills, including proficiency in Microsoft Excel (pivot tables, VLOOKUPs preferred).
• Innovation, analytical, and creative problem‑solving abilities.
• Capacity to deal with ambiguity and comfortable with calculated risk‑taking.
• Team‑oriented mentality with demonstrated multi‑cultural skills.
• Ability to build positive relationships at all levels and influence others in a cross‑functional environment.
• Proficiency in Microsoft PowerPoint, Word, and Outlook.
• Strong stakeholder relationship management skills.
• Ability to prioritize workload effectively to meet deadlines.

• Create Inclusion – knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.
• Develop Talent – understand the skills, experience, aspirations and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop and realize their purpose.
• Empower Teams – connect the team to the organization by aligning goals, purpose, and organizational objectives, and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.