Sr. Associate/Manager - HR Solutions - Process Orchestration

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

Overview

HR Solutions (HRS) supports employees and people leaders across our global affiliates. That support is organised around processes and platforms, but employees and managers do not experience it that way — they experience a moment: a new hire starting, a leave request, a team change, a life event, someone leaving.

Increasingly, a single moment is delivered by several systems and several people acting in sequence. Process Orchestration Pod is a newly created team accountable for the sequencing, handoffs and exception design of these moments, in conjunction with the HRS Leadership Team.

Position Purpose

Process Orchestration owns how a process flows across systems and people — the order steps happen in, where one system hands to another, where automation hands to a person, and what happens when something fails. The accountability is for the moment working end to end, not for any single process, team or technology.

This position does not execute the transaction. It supervises the flow, monitors the handoffs and intervenes on exceptions. When an automated step fails, the question of who picks it up, how quickly and with what information is a design problem rather than a processing problem, and this position owns that design.

The position will deeply understand how these moments actually run — what happens, where they break and what they cost to deliver — and will bring forward better experiences using both digital and human solutions. Some moments are better served by self-service content or an AI agent; others are better served by an HRS specialist. This position is accountable for knowing which is which, and for making both work properly, partnering across global affiliates, HRS, HRTO and Centres of Excellence.

Moments in scope may include Hire to Onboarding, Employee Movement, Employee Changes, Manager Experience, Leaves and Life Events, Career Growth and Development, and Exit and Former Employees.

Key Objectives and Deliverables

Sequencing and flow

• Own the sequencing across assigned moments — the order in which system and human steps occur, and the dependencies between them

• Map how each moment runs across our systems, HRS specialists and people leaders, and hold the single end-to-end view others can rely on

• Define what triggers each step, what must complete before the next begins, and who is accountable at each point

• Re-sequence, consolidate or remove steps where the order creates delay, duplication or rework, and ensure local variation exists only where there is a reason for it

Handoffs, exceptions and failure design

• Monitor where automated steps hand off to human steps, and flag and resolve when that handoff breaks

• Own the “who does what when a bot fails” logic — the routing, ownership, timing and information a person needs to pick up a failed or stalled step

• Design exception paths deliberately, so a failure is detected, routed and closed rather than discovered later by the employee

• Supervise the flow in live operation, intervene on exceptions, and drive out recurring failure points rather than absorbing them through manual workaround

Notifications and process communications

• Review the automated notifications employees and managers receive across our systems for assigned moments

• Assess each notification against two tests: is it on brand, and does it actually explain — what has happened, what happens next, and what the recipient needs to do

• Fix or consolidate notifications that are unclear, badly timed, duplicated across systems, or generating avoidable contacts into HRS

• Maintain the notification inventory for assigned moments, with a named owner and a review cycle

Moment design and improvement

• Map each moment as it is actually delivered, and quantify the impact of what is broken: how many people affected, how often, how long, and what it costs HRS to absorb

• Design future-state experiences using service design and employee-centred methodologies, and simplify, automate or eliminate workflows

• Design the human elements deliberately — what HRS specialists can see, say and decide, and how sensitive cases are handled

• Ensure moments are intuitive, accessible and consistent across all channels

AI, automation and digital experience

• Identify opportunities for automation and AI deployment across the moment, and partner with the AI Enablement Pod to design, test and scale them

• Define the verification and human oversight each automated step requires

• Partner across HRTO, COEs and other teams to improve self-service, and promote adoption where appropriate

Partnership, insight and governance

• Act as the cross-functional owner for assigned moments, influencing through evidence rather than authority

• Analyse employee and manager feedback, surveys, case data and operational metrics, and translate insight into action

• Establish success measures and service health indicators, baseline them before change is made, and report honestly on what moved and what did not

• Maintain process documentation, sequencing maps and governance processes, and lead prioritisation discussions with HRS and HR leadership

Basic Qualifications

• Bachelor’s degree, or equivalent professional experience

• 5+ years experience in human resources, employee experience, HR operations, HR technology, service design or digital transformation

• Direct working knowledge of processes that run across multiple systems and teams in a multi-country environment

• Demonstrated track record of driving process improvement and employee experience initiatives, with evidence of what changed and by how much

• Experience designing or operating exception handling, escalation or routing logic in a live operational environment, and managing complex stakeholder environments without direct authority

Additional Skills and Preferences

• Experience with HR Service Delivery, and with Workday or an equivalent HCM platform

• Experience with AI, automation, chatbots or digital employee experience tools

• Experience in journey mapping, design thinking or service design methodologies

• Experience reviewing or writing employee-facing content and notifications

• Experience within a global business services or capability centre environment; additional European language capability

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is €32,250 - €47,300

Full-time equivalent employees may also be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a pension plan; vacation benefits; eligibility for healthcare benefits; flexible benefits (if applicable) life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities). Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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