People Services Generalist

Main responsibilities:

Lead User Experience initiatives and serve as escalation point for complex L1 queries

Manage complex HR queries from employees using the procedures provided and articles in the knowledge base

Mentor and provide guidance to L1-1 team members on case resolution

Work in the case management tool to report each case and progress on the resolution

Provide customer service to the employees, mostly on HR Services queries verbally and in writing

Lead article creation and maintenance based on the process content provided

Conduct quality reviews of case resolutions and knowledge base content

KEY ACCOUNTABILITIES

Operation

Handle incoming tickets/ emails from customers regarding HR issues

Calls: Validate the identity of the requestor by asking Security Questions based on global strategy

Guide the requestor in the knowledge portal

Help enrich articles or create new ones if a topic raised could have been addressed though an article

Analyze complex enquiries requiring policy interpretation

Deliver high-quality standard service to customers while coaching others on service standards

Continually seek out ways to improve client satisfaction

Demonstrate knowledge of C2R processes and procedures provided

Develop and maintain standard operating procedures (DTPs) in processes, while identifying and driving opportunities for efficiency or automation

Support the process team with writing the knowledge articles based on the content provided in English and Local language

Apply Golden Rules for Content Management

Help with creating dedicated Resolver articles as the Knowledge Base is the single source of truth for Resolvers

Continuous improvement

Identify process improvement opportunities through elimination of redundant activities

Identify Service Request potential for those topics where the team systematically do the same action or systematically transfer to another team

EXPECTED SKILLS

Functional

Advanced proficiency in English and Japanese (N1 level required)

Customer service focus and experience

Strong communication and presentation skills

Strong analytical and problem-solving capabilities

HR process knowledge is an advantage

Strong attention to detail and ability to meet deadlines

Technical

Experience in case management tools is an advantage

MS Office knowledge is a must

Ability to leverage data and analytics for insights

Interpersonal

Ability to interact with internal and external clients in a professional manner (essential)

Excellent communication skills with ability to explain complex topics simply (essential)

Strong team player with demonstrated coaching/mentoring abilities (essential)

Highly attentive to customer needs with proactive problem-solving approach (essential)

Leadership

Organized and structured to execute tasks as per deadlines (essential)

Action oriented, delivery driven, change agent (essential)

Highly organized with ability to manage multiple priorities and deadlines (essential)

About you

Customer service experience (essential)

1-2 years hands-on experience in HR operations or shared services environment (essential)

Experience in international multicultural environment (essential)

Excellent Japanese skills (N1 level) and business-level English (essential)

Experience with process improvement or project participation (advantageous)

Knowledge of other languages in scope (advantageous)

Certification in HR, customer service, or related field (advantageous)

REPORTING & COLLABORATION

The People Services Generalist, Japan reports to the People Services PLC Team Manager JPAC and serves as a senior team member providing guidance to L1-1 colleagues. Works closely with People Services Employee Lifecycle Management, External Workforce and Organization & Data Management teams, and collaborates with People Services front line teams across countries/regions. May represent the team in cross-functional meetings and initiatives.

Why choose us?

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.

Make your work count by supporting a company that brings life-changing treatments to millions — and is committed to doing right by patients, communities, and the planet.

Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably.

Support teams across science, medicine, and operations by building better systems, shaping bold strategies, and enabling innovation at speed.

Make an impact across borders and functions, collaborating with leaders to turn complex challenges into real-world solutions.

Advance your career through stretch roles, cross-functional moves, and development opportunities designed to match your ambition.

Thrive in inclusive, high-performing teams where every role matters and every voice helps shape what’s next.

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!