People Engagement Expert

Major accountabilities: Provide rapid, high quality and accurate response/support to all PO related queries.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.Guide and act as a consulting partner for PO processes and systems related queries.Contribute to enhancement of work instructions based on QA findings and process modifications.Contribute to articles, maintain and sustain the Knowledge Repository for countries in scope.Gather and monitor CSAT, feedback and surveys to drive continuous improvement for customer satisfaction.Engage in regular monthly project activities.Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation.Provide support for transformation and technology initiatives.Partner with PO at location or country level as applicable.Meet shift requirements defined by the supporting country.Support the training of new colleagues.Perform other tasks as assigned by Line Manager.Key performance indicators: Established SLA’sCustomer satisfaction/feedbackEscalationsPolicy & Process ComplianceQuality of communication and case documentationReaction & Resolution timeQuality and time targets for specific tasks/activitiesMinimum Requirements: Bachelor’s degree in HR/Business Administration or related fieldLanguages:Proficiency in English, spoken and writtenFluency in the supporting country language is a must (Mandarin)Experience:Minimum 2 years’ experience in HR Services (or similar service providing organizations)1+ years’ experience with SAP, WorkDay, Success Factors or other Workforce SystemsExperience with ticketing management systemsWork experience in virtual/remote teams is a plusProficiency in use of Microsoft Office; advanced Excel skills is an advanceWhy Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us!Learn more here: https://www.novartis.com/about/strategy/people-and-cultureYou’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewardsJoin our Novartis Network:If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here:https://talentnetwork.novartis.com/network