People Services Senior Generalist

Job description

Job title: People Services Senior Generalist • Location: Hyderabad About the job Sanofi is a global life sciences company committed to improving access to healthcare and supporting the people we serve throughout the continuum of care. From prevention to treatment, Sanofi transforms scientific innovation into healthcare solutions, in human vaccines, rare diseases, multiple sclerosis, oncology, immunology, infectious diseases, diabetes and cardiovascular solutions. As a company with a global vision of drug development and a highly regarded corporate culture, Sanofi is recognized as one of the best pharmaceutical companies in the world and is pioneering the application of Artificial Intelligence (AI) with strong commitment to develop advanced data standards to increase reusability & interoperability and thus accelerate impact on global health. We are seeking an experienced Senior People Services Generalist to join our team. This role requires a unique blend of HR expertise and technical proficiency, combining people services delivery with advanced system management capabilities. The ideal candidate will have deep knowledge of ticketing systems, dashboard management, and Workday HRIS, enabling them to drive operational excellence in HR service delivery.To provide an effective and efficient service to HR colleagues and the business in HR systems as Tier 1 support, Employee Life Cycle and production of management information to aid organization design activities, HR information provision and HR service delivery. To consider progressive initiatives where appropriate in Sanofi India. To maintain healthy employee relations and continually support users and various stakeholders on the use of HR Systems. Support COE’s like Staffing during the recruitment life cycle, R&P during the Merit cycle and mass uploads and OD during the Performance Management cycle.  Support on all Mass uploads for country specific requirements. Conduct workday training sessions for employees and people manager on regular basis as per the annual training plan. Responsible for all India employee / manager / HRBP communication for Workday and ELC related processes. Monthly reconciliation between Payroll and Workday systems to ensure Workday data is correct. Review the Qlik sense MDM data to ensure all data gaps and errors are corrected.  Review the Qlik sense data on global KPI’s for India and implement corrective actions where required. Monthly HR services dashboards to be reviewed and updated. Support where required on submission of employee data. Main responsibilities: • HR Service Delivery & Ticket Management: Manage end-to-end ticket lifecycle in ServiceNow (or similar ITSM platforms), ensuring timely resolution and exceptional service quality. Monitor and analyze C2R (Case-to-Resolution) metrics through dashboards to identify trends, bottlenecks, and improvement opportunities. Handle complex employee queries escalated from Tier 1 support, providing expert guidance on HR policies, procedures, and systems. Maintain SLA compliance and drive continuous improvement in ticket resolution times and customer satisfaction scores. Create and maintain knowledge base articles to enable employee self-service and reduce ticket volume. • HR SYSTEMS: Provide Tier 1 Support for all India. Coordinate Tier 1.5 and Tier 2 to resolve various queries. Oversee and maintain Core employee data on Workday. Support during various testing phases on Workday. Develop HR systems to support the production of organization charts. Carry out system administration activities – e.g. system testing, system/data checks fault-finding and resolution, managing user access. Be the central point of contact for India Workday related activities. Support and participate in global calls and submit data where required. Lead the R1 & R2 testing for India and plan the rollout of employee / manager / HRBP communication accordingly • Support others using systems – e.g. delivering training and producing user guides. Take action as directed by your manager with regards to MDM &ELC&T. Responsible for ensuring the security and confidentiality of sensitive data. This covers data such as absence, turnover, grades, and job evaluation/salary/bonus figures. Ensure provisions of the Data Protection Act are followed. Configuring data and creating, maintaining and updating report specifications / templates.  • Workday System Management: Regularly validate and audit employee files. Collate data for regular statistical reports on HR information by collecting, analyzing, and summarizing data.   Provide basic advice on the policies and procedures to employees and managers. Submit monthly payroll inputs as per management instructions and employee requests. Complete Employee Life Cycle Management from hire to retire. Support on HR Systems (Workday) for business and HR processes. • Analytics & Reporting: Design and maintain operational dashboards to track key HR metrics, ticket volumes, resolution times, and service quality indicators. Generate regular and ad-hoc reports for leadership on people services and trends. Analyze data to identify process inefficiencies and recommend data-driven solutions. • Process Improvement & Documentation: Lead initiatives to streamline HR service delivery processes and enhance employee experience. Document standard operating procedures, system configurations, and troubleshooting guides. Collaborate with cross-functional teams to implement system enhancements and automation opportunities • One Support & My Portal – All India (for entire HR Services): Participate in the My Portal global calls for updates and communicate the same to the team