Engagement Services Specialist

Job Description Summary

Job Description Summary
Location: Hyderabad #LI Hybrid
About the role:
The purpose of this role is to serve as the first point of contact for employees, managers and P&O community in regards to 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.

Job Description

Your responsibilities include, but not limited to:

• Provide administrative support to the implementation of processes and standards for all P&O Services aspects (e.g. services, processes, continuous improvement) and follow up inquiries on problems and requests from customers/users.
• Attend to standard service requests, answer questions, resolve problems if possible or support problem resolution by close collaboration with next level support and/or experts.
• Perform user administration tasks (e.g. access management) -Assist in tracking service requests and troubleshoots – support the analysis of error messages and questions.
• Perform administrative tasks to facilitate the delivery and presentation of key data to supervisors.
• Prepare reports on the evaluation of services and processes.
• Provide assistance to P&O Services projects at country or BU level -Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt -Distribution of marketing samples (where applicable)

Skills Desired

Collaboration, Curiosity, Customer Care, Data Privacy, Employee Experience, Employee Onboarding, HRIS (Human Resource Management System), Hr Operations (Hr Ops), HR Service Delivery, Human Resource Management System, Human Resources (HR), Human Resources Management, Identity And Access Management (Iam), Payroll, Sdm