Major responsibilities:

• 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.
• Design, review and approve work instructions based on QA findings and process modifications.
• Own articles and Knowledge Repository for countries in scope.
• Gather, monitor and analyze CSAT feedback and surveys to drive continuous improvement for customer satisfaction.
• Weekly review and analysis of performance dashboard, implement improvements based on key findings
• Lead and ensure completion of monthly project activities.
• Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation.
• Drive transformation and technology initiatives.
• Partner with PO at location or country level as applicable.
• Meet shift requirements defined by the supporting country.
• Mentoring and training of colleagues and contribute to team development.
• Perform other tasks as assigned by Line Manager.

Minimum Requirements:
Experience:

• 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. Ready to create a brighter future together?http://www.novartis.com/about/strategy/people-and-culture

Benefits and rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: http://www.novartis.com/careers/benefits-rewards

Commitment to Diversity and Inclusion:

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

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: http://talentnetwork.novartis.com/network