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People Services Continuous Improvement (CI) Lead

Location Petaling Jaya, Selangor, Malaysia Job ID R-200796 Date posted 27/05/2024

AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

We are trusted partners who are connected and integrated across the global enterprise, working closely with all functions from Commercial to Manufacturing. It opens up greater development opportunities for more responsibility on a global scale.

Join a team that supports the delivery of life-changing medicines for patients by enabling the rest of the business to run effectively and harness our transformative science. We’re on a journey of growth and evolution – to find better ways to translate value for the business and our patients.

Working within the People Services function, the People Services Continuous Improvement (CI) Lead will be responsible for leading the deployment global and regional initiatives to drive excellence in our Kuala Lumpur site.

The role will design and implement the HR Operations Lean Management System across one or more of the service lines. He/she will be responsible for designing and monitoring customer driven process performance metrics for quality, productivity and delivery. The role will ensure service levels are agreed with the key customers/stakeholders, documented and monitored regularly.

Key Accountabilities

  • Lean Management: In charge of the Lean Principles deployment in our regional centers in Warsaw and Guadalajara. Design an effective tiered communication system and other key lean initiatives such as visual management, Innovation and value stream mapping.

  • Process Performance: Ensure an effective measurement system is used across our service lines in both regional centers. Design customer driven metrics for quality, productivity and delivery. Works with GPOs to lead process redesign efforts as a result of policy, system or process changes.

  • Transition Management: Establish a standard methodology to use for transition processes to our service centers ensuring SLA’s, Statement of Work documents and other key documentation is prepared prior to completing transitions. Define an efficient regular process performance review with customers and stakeholders.

  • Innovation: The CI lead will design tools and processes that enables the implementation of continuous improvement and innovation ideas in our centers.

  • Process Efficiency/Continuous Improvement: Drive process standardisation by analysing existing processes and helping identify process and performance improvement opportunities that enable the organisation to increase speed, reduce cost and increase quality of operations.

Be in regular and frequent touch with the team leaders in the centers, process SMEs and GPO’s to constantly drive simplifications, challenge the status quo, share ideas for changes while at the same time having the expertise to plan, design, execute and control them.

Required Skills & Knowledge

  • Must have considerable experience in delivering project and customer change with either HR or IT Services.

  • Must be able to plan, track and report on progress on projects with senior leadership and key stakeholders.

  • Must have worked in a customer service capacity, with a strong focus on customer experience through driving service improvements across dispersed teams.

  • Must have experience in delivering service improvements across HR or any other business process organizations that they are not direct line reports i.e., strong influence and impact with key stakeholders.


  • Strong Project Management and co-ordination

  • Ability to work across HR Functions, Service Lines and locations to plan and deliver Change to improve customer service.

  • Familiarity of working in an international, multi-time zone support environment.

  • Strong written and verbal communication skills. Advanced English is necessary.

  • Desirable: Lean expertise

  • Desktop automation & macro programming experience will be considered a big plus.

  • Strong stakeholder management

  • Payroll Experience an advantage.

At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

AstraZeneca is an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law. We only employ individuals with the right to work in the country/ies where the role is advertised.

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.

10000364 D HRIS

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Glassdoor logo Rated four stars on Glassdoor

Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.