Senior Manager – Operations Lead (Workday Reporting)

Job Title: Senior Manager – Operations Lead (Workday Reporting)

Career Level: E

Introduction to role:

Are you ready to run a follow‑the‑sun operation that keeps Workday reporting detailed, fast and compliant across continents? Do you see yourself turning a sophisticated pipeline of BAU cases and HR Demands into on‑time delivery, high satisfaction and clean, reusable assets that power better workforce decisions?

This role leads the day‑to‑day heartbeat of a global Workday Reporting team spanning India, Europe and Mexico. You will set clear priorities, implement quality and security standards, and ensure seamless handoffs so our partners receive accurate insights when they need them. Your leadership will convert backlog into outcomes, reduce rework, and keep SLA and CSAT metrics on target or better.

Based in Chennai, you will coordinate 5–6 dotted‑line colleagues and partner with HR Services, HRBPs and approval authorities. You will guide the team through peak RPD periods, safeguard compliance during freezes, and cultivate continuous improvement that scales our service while protecting data and trust.

Accountabilities: Operational Governance and Prioritization:

• Decide and communicate ServiceNow BAU priorities based on business impact, SLA vitality and team capacity, and allocate work coordinated among multiple global locations aligned to expertise.

• Supervise backlog and cases approaching breach; intervene early to protect SLAs and customer experience.

• Assess complexity of incoming HR Demands in Jira with leadership; delegate tasks accordingly and handle customer issues to resolution.

Cross‑Regional Coordination:

• Make sure follow‑the‑sun handoffs among Chennai, Lisbon and Guadalajara to maintain momentum around the clock.

• Chair daily overlap calls to coordinate urgent transitions, support junior team members and ensure continuity through shift changes, holidays and absences.

Collaborator Engagement:

• Serve as the primary point of contact for HR Services, GPOs and Demand Partners; provide clear status on critical cases and projects.

• Set and handle expectations on timelines and deliverables; coordinate approvals with HRBPs and China ER/DPO as the need arises.

Quality Standards and Process Compliance:

• Implement SOPs for report creation, dashboards, alerts and quality checks, including sandbox and production two‑stage reviews.

• Uphold documentation and brief description standards; validate security and approval workflows before release.

• Be responsible for monthly cleanup of temporary reports and unused schedules; direct twice‑yearly deletion of unused reports; supervise ownership and optimize report hygiene.

• Supervise adherence to freeze periods during RPD and report on compliance metrics.

Team Leadership and Development:

• Run weekly operations reviews for BAU, demands, RPD updates and roadblocks; participate in monthly quality reviews with leadership.

• Mentor team members during overlap hours; drive cross‑training and knowledge transfer.

• Handle capacity and workload distribution; plan coverage for RPD peaks (September–February); balance BAU, HR Demands and RPD work.

• Provide operational feedback to line managers and leads; identify skill gaps and support delivery of 2026 objectives while fostering teamwork and knowledge sharing.

Process Improvement and Analytics:

• Supervise important metrics including SLA adherence (95% target), CSAT (95% target), backlog levels and rework/reopen rates; analyze root causes and implement corrective actions.

• Use dashboards and process intelligence to identify bottlenecks; recommend and pilot automation to reduce manual effort.

• Partner with Continuous Improvement on transformation initiatives; update SOPs based on lessons learned.

• Optimize tools and systems in partnership with ServiceNow; recommend enhancements, support tool implementation, and ensure access and training for the team.

Essential Skills/Experience:Education & Experience

• Education: Bachelor's degree in Business Administration, Information Systems, Human Resources, or related field, or equivalent experience

• 5+ years in operations management, preferably in HR technology or shared services environment

• 3+ years working with Workday reporting, analytics, or HCM modules

• 2+ years in a team lead or supervisory capacity

• Experience leading geographically distributed teams across multiple time zones

Technical Skills:

• Sophisticated proficiency in Workday reporting (custom reports, dashboards, alerts, calculated fields)

• Strong solid understanding of ServiceNow (case management, SLA tracking, workflows)

• Familiarity with Jira for project/demand tracking

• Knowledge of process intelligence applications (Celonis, BIC, or similar) preferred

• Proficiency in Excel for data analysis and reporting

• Understanding of data security, privacy regulations (GDPR), and compliance requirements

Operational Skills

• Proven track record to prioritize challenging demands in fast-paced environment

• Strong analytical and problem-solving capabilities

• Experience with SLA management and meeting service delivery targets

• Familiarity with ITIL or similar IT service delivery frameworks preferred

• Ability to assess technical complexity and assign work appropriately

Leadership & Communication Skills

• Excellent verbal and written communication skills in English (additional languages a plus)

• Proven ability to lead without direct authority (dotted-line relationships)

• Strong collaborator management and conflict resolution skills

• Ability to mentor and develop team members

• Experience facilitating meetings and driving decisions across time zones

Desirable Skills/Experience:

• Experience with process intelligence tools such as Celonis, BIC or similar in a production setting

• Knowledge of ITIL or comparable service management frameworks beyond foundational awareness

• Proficiency in an additional language to support cross‑regional collaboration

• Hands‑on automation of ServiceNow workflows or Workday report scheduling/alerts

• Experience leading RPD activities and freeze period controls in large Workday tenants

• Prior leadership of a follow‑the‑sun reporting or analytics operation at scale

Why AstraZeneca:

Join a distributed team that powers better decisions across the enterprise so our scientists and clinicians can focus on breakthroughs that help patients. Here, technology and data meet real‑world impact: you will work with digitally savvy peers, align diverse markets and functions behind one way of working, and turn operational difficulty into measurable outcomes. We bring unexpected teams into the same room to fuel aggressive thinking, and we move quickly while holding ourselves to the highest standards of ethics, compliance and transparency. You will have the space to own your ideas, the support to develop in new directions, and the camaraderie of people who value perseverance alongside ambition.

Call to Action:

Lead the engine room of our Workday reporting capability from Chennai and turn precision operations into enterprise impact—send us your profile and take the next step today!

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.