Senior Associate/Manager - HR Solutions Process Orchestration

About the role

Lilly's HR Solutions (HRS) supports employees and people leaders across its global affiliates. The Process Orchestration Pod is a newly created team accountable for the sequencing, handoffs and exception design of employee moments such as hiring, leaves and exits. This position supervises the flow across systems and people, monitors handoffs and intervenes on exceptions, and partners across global affiliates, HRS, HRTO and Centres of Excellence.

Key responsibilities

• Own the sequencing of assigned moments, map how they run across systems and specialists, define triggers and accountability, and resequence steps that cause delay or rework
• Monitor handoffs from automated to human steps, design exception paths and routing when a bot fails, and intervene on exceptions in live operation
• Review employee and manager notifications for clarity, timing and accuracy, fix duplicates and maintain a notification inventory
• Map each moment, measure its impact, and design future-state experiences using service design and employee-centred methods
• Identify opportunities for automation and AI, partner with the AI Enablement Pod, and improve self-service with HRTO and COEs
• Analyse feedback, surveys and metrics, establish service health indicators, maintain process documentation and lead prioritisation discussions

Required profile

• Bachelor's degree or equivalent professional experience
• 5+ years of experience in HR, employee experience, HR operations, HR technology, service design or digital transformation
• Track record of process improvement and employee experience initiatives with measurable results
• Experience designing exception handling, escalation or routing logic and managing complex stakeholders without direct authority
• Knowledge of multi-system, multi-country processes

Preferred skills

• HR service delivery and Workday or an equivalent HCM platform
• AI, automation, chatbots or digital employee experience tools
• Journey mapping, design thinking or service design
• Writing employee-facing content and notifications
• Global business services environment; European languages

Anticipated wage: EUR 32,250 - 47,300. Full-time equivalent employees may be eligible for a company bonus, and Lilly offers a benefit programme including pension, vacation, healthcare, flexible benefits, life insurance and well-being benefits.