06 ene
Novartis
Xico
1 of the five Service Centers worldwide is based in Mexico with +1395 employees & +50 countries scope.
As a Diverse & Inclusive company, we are positioned in the Number 10th of Top Companies Rankings of places to work.
Supplying +450 Million Dollars in the growth domestic product (GDP) & generating +7000 employees directly & indirectly, our passion is to help patients improve and extend their lives.
Have you imagined all the work done before a patient can take his treatment?
- Your Key Responsibilities:
- Your responsibilities include, but are not limited to:
- Enhance positive customer experience: Understanding business and customers' needs in regards to the moments that matter in all stages,
Knowing the H2R services and processes in order to be able to guide customers.
Identifying potential improvement areas in H2R processes, Knowledge Articles and ONS contents, other P&O; Services processes.
Ensuring close communication with peers in H2R Team Leads, P&O; Services leaders, P&O; teams (countries in scope), and other key stakeholders
Reducing volume of tickets as a result of the enhancement of customer experience.- Successfully lead the H2R Customer experience team: Managing a team of H2R Experts and Specialists ensuring a positive experience and development for them as NVS associates.
Understanding and deploying key leader activities.
Ensuring team operation excellence
Coordinating and supervising activities to ensure expected impact, projects deployment and other operational requirements ensuring accomplishment of H2R priorities
- Leading change towards our customer experience layer among the team in terms of: Managing a team of H2R Experts and Specialists ensuring a positive experience and development for them as NVS associates
- Understanding and deploying key leader activities
- Ensuring team operation excellence.
Coordinating and supervising activities to ensure expected impact, projects deployment and other operational requirements ensuring accomplishment of H2R priorities.
Leading change towards our customer experience layer among the team in terms of: Identifying upskilling needs, Review processes and documentation that need to change according to new needs, Identifying and connecting with key stakeholders who are / will be our sponsors.- Ensure the operational conversion of the P&O; Services and P&O; strategic goals within a dedicated client group.
-Coordinate and support processes and standards for all P&O; Services aspects (e.g.
services, processes, continuous improvement)
in close cooperation with the respective Practice Networks and IT as required -Manage the delivery of services and processes to customers/users and conduct assessments of processes to identify areas of improvement and define solutions that deliver business value.
- Contract and set expectations with Unit P&O; / others as relevant on what services P&O; Services will provide and ensure that roles and responsibilities for processes end-to-end are clearly defined and understood.
-Support periodic cost and efficiency analyses to support productivity objectives.
- Deliver and present key data to supervisor and provide advice and support in data analysis and evaluation -Provide support for coaching the organization on P&O; processes related to P&O; Services, e.g.
global standards,
efficiency, ESS/MSS.
-Support / participate in budget planning discussions, SLA process.
-Supervise the performance and talent development of a small team.
**Commitment to Diversity & Inclusion**:
- Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._
**Minimum requirements**
- Experiences: 3 years of experience leading teams in HR Shared Services Centers, Managing change initiatives, Working in multicultural environments, Successful experience working with customers focusing on experience, Working with HR systems and platforms: SAP, SNOW, Workday,
other cloud-based platforms and HR ERPs,Working as HR Generalist / HRBP / People Partner responsible for end-to-end HR processes.
- English and Spanish required, Portuguese and French highly desired.
- Capabilities: Business mindset, Customer orientation, Change management, Leadership, Operational excellence
, Multicultural acumen.,
- CDMX located
- CDMX located
Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we're proud of this, we know there is so much more we could do to help improve and extend people's lives.
We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation.
That a diverse, equitable and inclusive environment inspires new ways of working.
We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility.
And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world's
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