Manager, HR Operations

Manager, HR OperationsAt Genmab, we are dedicated to building extraordinary futures, together, by developing antibody products and groundbreaking, knock-your-socks-off antibody medicines that change lives and the future of cancer treatment and serious diseases. We strive to create, champion and maintain a global workplace where individuals' unique contributions are valued and drive innovative solutions to meet the needs of our patients, care partners, families and employees.Our people are compassionate, candid, and purposeful, and our business is innovative and rooted in science. We believe that being proudly authentic and determined to be our best is essential to fulfilling our purpose. Yes, our work is incredibly serious and impactful, but we have big ambitions, bring a ton of care to pursuing them, and have a lot of fun while doing so.Does this inspire you and feel like a fit? Then we would love to have you join us!Position SummaryThe Manager, HR Operations is responsible for providing Tier 1 HR support to employees across the Americas. The role serves as an initial point of contact for routine employee questions and requests related to HR policies, programs, systems, and employee lifecycle processes.The Specialist delivers timely, accurate, and employee-focused support through the HR case-management system and other established support channels. The role resolves standard requests using approved resources and procedures, completes routine HR transactions, and escalates complex or sensitive matters to the appropriate HR team.Professional fluency in English and Portuguese is required.Key ResponsibilitiesTier 1 Employee SupportServe as an initial point of contact for employee questions and HR service requests across supported Americas locations.Respond to routine inquiries related to HR policies, benefits, payroll processes, time off, leaves of absence, HR systems, employment verification, and other HR programs.Provide employees with clear and accurate information using approved policies, procedures, scripts, and knowledge articles.Guide employees and managers in using HR systems, employee self-service tools, and available HR resources.Maintain a professional, responsive, and employee-focused approach during every interaction.Provide support in English and, based on business need, either Portuguese or French.Case and Request ManagementCreate, document, update, and close employee cases in the HR case-management system.Accurately categorize and prioritize requests according to established procedures.Resolve Tier 1 requests within defined service-level expectations.Maintain complete, clear, and accurate case notes and supporting documentation.Follow established escalation paths for complex, sensitive, confidential, or policy-related matters.Route requests to Payroll, Benefits, HR Business Partners, Employee Relations, Talent Acquisition, HRIS, or other specialized teams when additional expertise is required.Follow up with employees and partner teams to support timely resolution and case closure.HR Administration and Employee Lifecycle SupportSupport routine employee lifecycle activities, including onboarding, job changes, transfers, leaves, and offboarding.Process standard HR transactions and maintain employee information in HR systems.Prepare routine letters, confirmations, reports, and other HR documentation using approved templates.Review submitted information and documentation for completeness and accuracy.Coordinate with employees, managers, and HR colleagues to obtain missing information or required approvals.Support employment verification and other routine employee documentation requests.Maintain employee records in accordance with established data-privacy and record-retention requirements.Act as local, and at times Global owner, for execution of key operational processes such as Position Management, Immigration and Payroll.Knowledge and Service QualityUse approved knowledge articles, standard operating procedures, and process documentation when responding to requests.Identify outdated, unclear, or missing information and recommend updates to knowledge resources.Participate in training on HR policies, systems, processes, and service standards.Monitor assigned work queues and manage priorities to meet service expectations.Identify recurring questions, service issues, or process gaps and share observations with the appropriate HR Operations lead.Support testing and implementation of routine HR process or system improvements.Contribute to a consistent employee experience across the Americas while recognizing applicable country and language differences.Regional Process ImprovementSupport and lead regional process improvement initiatives across the Americas (often in partnership with other Regions) to simplify HR operations, strengthen service quality, and create a more consistent employee experience.Analyze case trends, service metrics, employee feedback, and recurring issues to identify root causes and prioritize improvement opportunities.Partner with country HR teams, HR Centers of Excellence, HRIS, Payroll, and other stakeholders to map current processes, define requirements, and design practical regional solutions.Coordinate implementation activities, including process documentation, stakeholder communication, testing, training, and adoption support.Monitor outcomes and recommend additional actions to sustain improvements while accounting for country-specific requirements.Education and ExperienceRequiredBachelor's degree or equivalent qualification in Human Resources, Business Administration, or a related field, or an equivalent combination of education and relevant experience.With a bachelor's degree, a minimum of five years of experience in HR administration, HR operations, employee services, shared services, customer service, or a related support role.Professional fluency in English and Portuguese is required.Experience responding to employee, customer, or client inquiries in a service-oriented environment.Experience working with confidential or sensitive information.Working knowledge of Microsoft Office applications, including Outlook, Word, and Excel.HCM experience required in Workday & ServiceNow case management, or other similar systemsAbility to learn and use HR information systems, case-management platforms, and employee self-service tools.Experience working in an HR shared-services, People Operations, or HR service-delivery environment.Familiarity with HR systems or case-management platforms such as Workday or ServiceNow.PreferredExperience supporting employees in more than one country within the Americas.Experience in the pharmaceutical, biotechnology, life-sciences, or another regulated industry.Knowledge of employee lifecycle processes and common HR policies and programs.Skills and CapabilitiesStrong customer-service orientation and commitment to providing a positive employee experience.Clear, professional, and culturally sensitive written and verbal communication.Ability to follow established procedures and recognize when escalation is required.Strong attention to detail and commitment to accurate data entry and documentation.Ability to manage multiple requests and priorities in a timely and organized manner.Sound judgment when handling confidential and sensitive information.Strong listening, problem-solving, and follow-through skills.Ability to work collaboratively with employees and HR colleagues across countries, cultures, and time zones.For US based candidates, the proposed salary band for this position is as follows:$85,280.00---$127,920.00The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Also, certain positions are eligible for additional forms of compensation, such as discretionary bonuses and long-term incentives.When you join Genmab, you're joining a culture that supports your physical, financial, social, and emotional wellness. Within the first year, regular full-time U.S. employees are eligible for:401(k) Plan: 100% match on the first 6% of contributionsHealth Benefits: Two medical plan options (including HDHP with HSA), dental, and vision insuranceVoluntary Plans: Critical illness, accident, and hospital indemnity insurance