People Services Operations Team Supervisor

People Services Operations Team Supervisor

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas

Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at .

This position is based in Bengaluru and will require some on-site work.

Purpose and Scope:

The People Operations Regional Team Supervisor will be responsible for delivering consistent, high-quality support for employee queries while championing operational excellence and an exceptional colleague experience across the China Operations. You'll work closely with various HR teams across the organization to ensure they follow governance frameworks and support them with any escalated issues around the employee lifecycle.

You'll directly manage a team of People Operations Advisors and Specialists. This is more than a service management role—it's a leadership opportunity to help design and embed our new HR Services model, drive process optimization, and enhance employee engagement through innovation and data-driven service delivery.

With a strong focus on collaboration, compliance, and continuous improvement, you'll ensure that the HR Services team operates seamlessly supporting a global workforce and setting new standards for what great HR Services looks like.

Essential Job Responsibilities:

• Managing the day to day delivery HR operations across the EMEA/APAC/America's region, ensuring seamless execution across the employee lifecycle (hire to retire processes)
• Oversee the end-to-end setup of new operations for all people related activity
• Manage the resolution of employee queries and cases across multiple channels (chat, email, phone, ticketing system
• Serve as the escalation point for complex issues, ensuring resolutions are timely, compliant, and aligned with internal policy.
• Line managing a team of Advisors and Specialists, supporting their development, workload management, and operational excellence
• Collaborating with regional HR teams to embed these standards, ensuring consistent execution while accommodating local compliance needs.
• Monitoring adherence to global governance, escalating and resolving deviations where required.
• Act as a key contributor to the HR Projects, providing operational input, testing processes, and helping to define user requirements.
• Support change management and training efforts, ensuring successful process adoption across teams.
• Ensure data accuracy and completeness in all people systems, enabling robust analytics and reporting
• Ensure all processes are compliant with applicable employment laws, data privacy regulations, and company policies.
• Provide timely and accurate advice and guidance to managers and staff on a wide range of Human Resources policies and procedure, seeking advice from the People Operations Regional Lead as appropriate.

Qualifications Required:

• Extensive experience in HR operations, with experience in a supervisory role within a shared services or contact center environment or someone looking for the next career move to a supervisory position.
• Proven experience managing SLAs, KPIs, and driving continuous improvement through data analysis.
• A strong service orientation and a commitment to delivering an outstanding employee experience.
• Strong expertise in ticketing systems and case management platforms (e.g., ServiceNow, SuccessFactors).
• Demonstrated ability to lead service teams, manage high volumes of inquiries, and exceed performance expectations.
• Excellent knowledge of HR processes, employment law, and data privacy regulations. Proven experience managing SLAs, KPIs, and driving continuous improvement through data analysis.
• Strong communication, problem-solving, and stakeholder management skills.
• A proactive mindset with the ability to adapt to fast-paced and evolving business needs.
• Experience in a global or multi-regional HR environment is an advantage.
  Advanced proficiency in both written and spoken English with additional languages desirable.

Working Environment

This position is based in Bangalore and will require on-site work.

At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas' Responsible Flexibility Guidelines.