Career Category

Job Description

HOW MIGHT YOU DEFY IMAGINATION?

The Amgen Capability Center in Lisbon, Portugal (ACCP) will be home to over 300 multi-national and multi-cultural employees, representing a broad range of cross functional capabilities, including Commercial, General and Administrative, Research and Development and more. The ACCP will offer rich career growth and development opportunities, regional and global exposure and the opportunity to LIVE, WIN and THRIVE in one of Europe’s most attractive cities.   

If you feel like you’re part of something bigger, it’s because you are. At Amgen our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing and delivering ever-better products that read over 10 million patients worldwide. It’s time for a career you can be proud of. Join us.

ACCP Continuous Improvement Lead

LIVE

What you will do

Let’s do this. Let’s change the world. In this vital role you will manage the relationship between the ACCP Capability Leads and their customers, with high focus on leading continuous improvement initiatives. You support the organization in identifying improvement opportunities, working with stakeholders to develop business cases and implementation plans, develop designs and manage the implementation of approved opportunities.

Other responsibilities include:

• Establishing and articulating a clear strategy for continuous improvement in process and procedures to drive sustainable productivity over time.
• Ensuring that the ACCP delivers a customer-oriented and efficient service, acting as an escalation point for the customers to raise issues and discuss concerns regarding service delivery.
• Working with customers and capability leads to lead and manage continuous improvement opportunities; initiate and drive respective improvement projects (incl. the review and assessment of previous issues / errors to drive continuous improvement and best practice through analysis).
• Ensuring that user experience and satisfaction of ACCP customers is managed effectively to build the foundation for a business partnering relationship with all internal customers.
• Accountable for the development of a service and performance-oriented culture by establishing change and innovation as core values within the ACCP, which will support the focus on user experience.
• Managing the relationship between the ACCP and its customers and reporting to, and escalating matters to, the ACCP Site Lead.
• Responsible for development of relationships with key stakeholders, including in-country / functional leadership members to ensure service delivery exceeds their expectations and process and quality issues are resolved effectively.
• Responsible for the refinement of improvement opportunities and their approval for implementation.
• Developing and maintaining a Continuous Improvement implementation plan and manage implementation of all approved Continuous Improvement opportunities.

WIN

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The problem-solving professional we seek is a proactive, innovative thinker and well-organized team player with these qualifications:

• Master’s degree and 4 years of information systems experience OR Bachelor’s degree and 6 years of information systems experience.
• Minimum of 7 years in total relevant work experience.
• Previous work experience in a customer service role, preferably in a shared services environment or with a consultancy background.
• Good understanding of shared services operations.
• Experience of improving business process and/or changing team structures to drive improvements in efficiency.
• Experience with continuous improvement initiatives.
• Exposure to service level monitoring and KPI performance mechanisms.
• Commercial awareness.
• Proven project and change management capabilities.

Preferred knowledge:

• Lean/6 Sigma qualification.

THRIVE

What you can expect of us

• Vast opportunities to learn, develop, and move up and across our global organisation.
• Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act.
• Generous Amgen Total Rewards Plan comprising healthcare, finance, wealth and career benefits.
• Flexible work arrangements.

APPLY NOW

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

careers.amgen.com

EQUAL OPPORTUNITY STATEMENT

Amgen is an Equal Opportunity employer and will consider you without regard to your race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.