HRSSC- Manager Enablement Lead

Manager Advisory & Consultation

• Serve as the first point of contact for managers seeking guidance on HR policies, procedures, programs, and people-related matters.
• Provide consultative support on employee lifecycle activities including hiring, onboarding, performance management, talent reviews, employee movements, leave management, and offboarding.
• Interpret HR policies and recommend appropriate actions within established governance frameworks.
• Partner with HR Centers of Excellence, HR Business Partners, Employee Relations and Legal for complex or escalated people-related matters.

HR Technology & Digital Enablement

• Support managers in the effective use of HR systems and digital tools.
• Provide functional guidance related to HR technology platforms including employee data management, workflow approvals, reporting tools, and self-service solutions.
• Act as an HR technology ambassador, promoting adoption of digital HR capabilities.
• Collaborate with Workday, ServiceNow, and technology teams to identify recurring issues and improve user experience.

ServiceNow Case and Chat Support

• Manage manager inquiries received through ServiceNow tickets, virtual agent channels, chat platforms, and other support channels.
• Ensure resolution of cases within established service level agreements (SLAs).
• Monitor case queues, prioritize workload, and manage escalations effectively.
• Conduct root cause analysis on recurring inquiries and recommend process improvements.

Knowledge Management & AI Enablement

• Develop, maintain, and continuously improve manager-facing knowledge articles and support content.
• Ensure high-quality content is available for ServiceNow AI-assisted and self-service solutions.
• Identify opportunities to reduce ticket volumes through automation, AI-driven responses, and knowledge optimization.
• Monitor knowledge article usage, effectiveness, and manager feedback.

Manager Capability Building & Coaching

• Deliver coaching and practical guidance to managers on HR processes, systems, and people management practices.
• Facilitate virtual and instructor-led training sessions.
• Create learning materials, guides, FAQs, quick-reference tools, and manager toolkits.
• Enable managers to become confident users of self-service resources and technologies.

Workforce Analytics & Insights Support

• Provide managers with guidance on workforce metrics and standard HR reports.
• Assist managers in understanding headcount, turnover, attrition, hiring, performance, and organizational data.
• Translate workforce data into actionable insights where appropriate.
• Support data-driven decision-making by promoting available reporting capabilities.

Stakeholder Management

• Build strong relationships and credibility with managers across the organization.
• Act as a liaison between managers and HR functions.
• Escalate complex employee relations, compliance, or business-sensitive matters appropriately.
• Gather manager feedback and recommend service improvements.

Service Excellence & Continuous Improvement

• Analyze manager demand trends and support patterns.
• Improve processes, simplify manager experiences, and reduce service friction.
• Identify automation opportunities.
• Lead continuous improvement initiatives to enhance efficiency and manager satisfaction.

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  Measure effectiveness through service metrics and business outcomes.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
The work we do changes peoples lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his moms voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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3rd party non-solicitation policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation