Job Description

Job Title: People Services Generalist

Location: KL

Hiring Manager: Surenthiran Prabakaran

About the Job:

The People Services Generalist Japan will be responsible for the control, monitoring, and correct execution of the People Services core models, ensuring a One Sanofi, best-in-class service for our employees. The People Services Generalist Japan will ensure that the procedures listed below and related to people lifecycle area are executed within the due legal framework and Sanofi's corporate policies, ensuring that processes are perform and deliver under an adequate environment of control and segregation of duties.

About Sanofi:

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main responsibilities:

• Lead User Experience initiatives and serve as escalation point for complex L1 queries
• Manage complex HR queries from employees using the procedures provided and articles in the knowledge base
• Mentor and provide guidance to L1-1 team members on case resolution
• Work in the case management tool to report each case and progress on the resolution
• Provide customer service to the employees, mostly on HR Services queries verbally and in writing
• Lead article creation and maintenance based on the process content provided
• Conduct quality reviews of case resolutions and knowledge base content

Key accountabilities:

Operation

• Handle incoming tickets/ emails from customers regarding HR issues
  • Calls: Validate the identity of the requestor by asking Security Questions based on global strategy
  • Guide the requestor in the knowledge portal
  • Help enrich articles or create new ones if a topic raised could have been addressed though an article
• Analyze complex enquiries requiring policy interpretation
• Deliver high quality standard service to customers while coaching others on service standards
• Continually seek out ways to improve client satisfaction
• Demonstrate knowledge of C2R processes and procedures provided
• Develop and maintain standard operating procedures (DTPs) in processes, while identifying and driving opportunities for efficiency or automation
• Support the process team with writing the knowledge articles based on the content provided in English and Local language
  • Apply Golden Rules for Content Management
  • Help with creating dedicated Resolver articles as the Knowledge Base is the single source of truth for Resolvers

Continuous improvement

• Identify process improvement opportunities through elimination of redundant activities
  • Identify Service Request potential for those topics where the team systematically do the same action or systematically transfer to another team

About You:

Functional

• Advanced proficiency in English and Japanese (N1 level required)
• Customer service focus and experience
• Strong communication and presentation skills
• Strong analytical and problem-solving capabilities
• HR process knowledge is an advantage
• Strong attention to detail and ability to meet deadlines

Technical

• Experience in case management tools is an advantage
• MS Office knowledge is a must
• Ability to leverage data and analytics for insights

Interpersonal

• Ability to interact with internal and external clients in a professional manner (essential)
• Excellent communication skills with ability to explain complex topics simply (essential)
• Strong team player with demonstrated coaching/mentoring abilities (essential)
• Highly attentive to customer needs with proactive problem-solving approach (essential)

Leadership

• Organized and structured to execute tasks as per deadlines (essential)
• Action oriented, delivery driven, change agent (essential)
• Highly organized with ability to manage multiple priorities and deadlines (essential)

Background & Experience

• Customer service experience (essential)
• 1-2 years hands-on experience in HR operations or shared services environment (essential)
• Experience in international multicultural environment (essential)
• Excellent Japanese skills (N1 level) and business-level English (essential)
• Experience with process improvement or project participation (advantageous)
• Knowledge of other languages in scope (advantageous)
• Certification in HR, customer service, or related field (advantageous)

Reporting & Collaboration

The People Services Generalist, Japan reports to the People Services PLC Team Manager JAPAN and serves as a senior team member providing guidance to L1-1 colleagues. Works closely with People Services Employee Lifecycle Management, External Workforce and Organization & Data Management teams, and collaborates with People Services front line teams across countries/regions. May represent the team in cross-functional meetings and initiatives.

Why choose us?

Pursue Progress. Discover Extraordinary.

Join Sanofi and step into a new era of science - where your growth can be just as transformative as the work we do. We invest in you to reach further, think faster, and do what’s never-been-done-before. You’ll help push boundaries, challenge convention, and build smarter solutions that reach the communities we serve. Ready to chase the miracles of science and improve people’s lives? Let’s Pursue Progress and Discover Extraordinary – together.

Job Requirements