HR Advisor - AI enabled

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Position Summary:

The HR Advisor provides timely, accurate and pragmatic advice to employees and leaders across the employee lifecycle, ensuring a positive and employee-centric experience.HR Advisors use AI-enabled tools to triage and resolve enquiries, draft and quality-check responses, and surface insights that improve service delivery. They also play an active role in knowledge management by creating, maintaining and continuously improving HR knowledge content, ensuring information is easy to find, accurate, and optimised for use in AI-driven and self-service channels.

Key Accountabilities:

HR Advisory & Case Management:

• Provide expert guidance to employees and leaders on HR policies, processes and employee matters, applying sound judgement and a customer-first approach.

• Manage HR enquiries and cases end-to-end, coordinating and aligning actions across cross-functional teams ensuring quality documentation, appropriate escalation and timely resolution in line with service standards, and delivering a seamless, consistent employee experience.
• Maintain strong understanding of market-specific employment legislation and partner with specialist teams (e.g., ER/Legal, Talent, Reward, Payroll) to deliver compliant and practical outcomes.
• Provide proactive advice and support to customers for “Moments That Matter”.

AI-enabled Service Delivery:

• Use BMS approved AI tools to triage enquiries, retrieve knowledge, draft responses and summarise case notes, while applying critical thinking and verifying accuracy before sharing or acting on the output.

• Apply safe and responsible AI practices, including appropriate handling of confidential information, privacy requirements and data minimisation.

• Identify and reduce avoidable contacts by improving knowledge content, self-service pathways and first-contact resolution. Analyse enquiry drivers and service data to address root causes and streamline the employee experience.

• Analyse approved AI tools from a frontline user perspective, identifying usability gaps and providing structured feedback and recommendations to product owners to drive continuous enhancement.Coach peers on effective use of AI tools (e.g., prompting, validation and tone), contributing to capability uplift across HR Services.

Process & Knowledge Optimisation:

• Take a proactive approach to improving end-user guidance (knowledge articles, templates, FAQs and process documentation) based on enquiry trends and data-driven analysis.

• Conduct root-cause analysis on recurring enquiries and service failures; recommend and implement sustainable improvements across policy, process, knowledge and tooling.
• Partner with People Services leaders to address service issues, proposing and implementing improvements that enhance employee experience and compliance.

Stakeholder Engagement:

• Communicate complex information clearly and professionally, tailoring detail and tone to the audience across verbal and written channels.
• Influence subject matter experts to validate and maintain knowledge content, and ensure updates are reflected across interconnected systems and processes.
• Engage with external vendors and third-party service providers as required, raising issues, sharing frontline user insights, and collaborating to ensure tools and services continue to meet operational and employee experience standards.

Desired Experience & Skills:

Digital, AI & Knowledge Management Capability:

• Highly computer literate with knowledge of HR systems (e.g., HCM/Work