People Services Manager

Responsibilities

• Manage the full lifecycle of employee and manager inquiries, cases, and escalations across the Americas region, ensuring alignment with SLAs and KPIs
• Lead, coach, and develop a large team of C2R generalists and team leads, fostering a culture of accountability and continuous development
• Maintain and analyze performance dashboards to monitor case volumes, resolution rates, and customer satisfaction
• Identify and implement process improvements to enhance efficiency, quality, and employee experience
• Act as the primary escalation point for complex or sensitive cases using customer-centric service practices
• Coordinate with People Excellence, Centers of Excellence, and business leaders to ensure seamless service delivery
• Drive workforce planning, including hiring, onboarding, succession planning, and talent development within the team

Requirements

• Managerial experience in customer service, case management, or customer resolution
• Experience in HR operations or within Global Business Services (GBS) / Shared Services Center (SSC) environments
• Advanced English (C1) proficiency and Native or Advanced Spanish
• Proficiency in data analytics and visualization tools such as Power BI, Tableau, or Advanced Excel
• Experience with HR systems like SAP SuccessFactors or Workday HCM
• Experience with case management platforms such as ServiceNow

Preferred Qualifications

• Proficiency in Portuguese
• Experience in pharmaceutical, life sciences, healthcare, or similarly regulated industries

Benefits

• Flexible working policies, including up to 50% remote work
• Private medical care, life, and health insurance
• Gender-neutral paid parental leave
• Opportunities for international career growth and lateral moves

About the Company

Sanofi is an innovative global healthcare company dedicated to chasing the miracles of science to improve people's lives. Through our global Hubs, we drive performance and innovation across all departments to deliver life-changing treatments to patients worldwide.