Engagement Services Senior Expert

The purpose of this role is to serve as the first point of contact for employees, managers, and the P&O community regarding P&O related topics, fostering a positive customer experience by employing a problem-solving approach and maintaining frequent, courteous, and empathetic communication.

As part of the PS&S Engagement Services team, this role supports customer queries and processes as per the Novartis Service Catalogue.

This role is to proactively address issues and minimize queries through analysis of Performance Indicators and surveys, continuous improvement, knowledge management, and customer education.

About the Role

Major responsibilities:

1. Provide rapid, high quality, and accurate response/support to all PO related queries.
2. Take ownership for queries and be responsible for case opening and closing (end to end), serving as the first and final point of contact for the customer.
3. Guide and act as a consulting partner for PO processes and systems related queries.
4. Design, review, and approve work instructions based on QA findings and process modifications.
5. Own articles and Knowledge Repository for countries in scope.
6. Gather, monitor, and analyze CSAT feedback and surveys to drive continuous improvement for customer satisfaction.
7. Weekly review and analysis of performance dashboard, implementing improvements based on key findings.
8. Lead and ensure completion of monthly project activities.
9. Ensure compliance in line with Data Privacy, Protection guidelines, and other relevant legislation.
10. Drive transformation and technology initiatives.
11. Partner with PO at location or country level as applicable.
12. Meet shift requirements defined by the supporting country.
13. Mentor and train colleagues and contribute to team development.
14. Perform other tasks as assigned by Line Manager.

Minimum Requirements

• Bachelor’s degree in HR/Business Administration or related field.
• Minimum 4 years’ experience in HR Services (or similar service providing organizations).
• 1+ years’ experience with SAP, WorkDay, Success Factors, or other Workforce System.
• Experience with ticketing management systems.
• Work experience in virtual/remote teams is a plus.
• Proficiency in use of Microsoft Office; advanced Excel skills is an advantage.

Languages:

• Proficiency in English & Japanese, spoken and written (to support the respective country).
• Fluency in an additional regional language is a plus.

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.

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Functional Area: Human Resources

Job Type: Full time

Employment Type: Regular

Shift Work: No

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.