PS&S Engagement Services Expert

As a Human Resources Expert (People Engagement Expert) you will have an exciting opportunity to gain hands-on experience using innovative Human Resources systems and positively impact the employee life cycle. You will play a crucial role in upholding the quality of services for our US and Mexican employees and partners by promptly and effectively addressing their queries. Your expertise and insights should help champion innovation, a sense of community and improve our services, engagement, and the overall experience of our people.

About the Role

Key Responsibilities:

1. Provide rapid, high quality and accurate response/support to all human resources related queries.
2. Take ownership for queries and be responsible for case opening and closing (end to end), serve as the first and final point of contact for the customer.
3. Guide and act as a consulting partner for human resources processes and systems related queries.
4. Contribute to enhancement of work instructions based on QA findings and process modifications.
5. Contribute to articles, maintain and sustain the Knowledge Repository for countries in scope.
6. Gather and monitor CSAT, feedback and surveys to drive continuous improvement for customer satisfaction.
7. Engage in regular monthly project activities.
8. Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation.
9. Provide support for transformation and technology initiatives.
10. Partner with PO at location or country level as applicable. Meet shift requirements defined by the supporting country.

Minimum Qualifications:

1. Bachelor’s degree in HR/Business Administration or related field.
2. Proficiency in English, spoken and written.
3. Minimum 2 years’ experience in HR Services (or similar service providing organizations). 1+ years’ experience with SAP, WorkDay, Success Factors or other Workforce Systems.
4. Experience with ticketing management systems.
5. Proficiency in use of Microsoft Office; advanced Excel skills is an advantage.
6. Work experience in virtual/remote teams is a plus.
7. Fluency in an additional regional language is a plus, such as French or Portuguese.

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? Learn more here.

Accessibility and Accommodation

Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to tas.mexico@novartis.com and let us know the nature of your request and your contact information. Please include the job requisition number in your message.