P&O SERVICES LEAD

About the Role About the position.
The P&O Services Lead is responsible and accountable for customer management within their respective country/cluster.
The holder of this role drives effective client relationship management with focus on balanced and continuous relationship building.
In the scope of the P&O Services Lead is to efficiently collaborate with the Service Delivery Leads within their country/cluster to ensure deliveries of the agreed upon services.
The P&O Services Lead acts as a liaison between P&O Services Global Service Centres and In Country P&O, in addition the incumbent represents P&O Services towards the P&O Communities and business in their country/cluster.
The P&O Services Lead acts as a binding agent between individual domains ensuring smooth cross-domain collaboration while following the strategy of One P&O.
The P&O Services Lead coordinates effectively all components of P&O Services, including Payroll, Hire-to-Retire, Time and Learning, ensuring the overall P&O Services dedication to the continuous improvement.
Key Responsibilities.
Your responsibilities include, but are not limited to.
The People & Organization (P&O) Services Lead drives and owns P&O Services Transformation within respective country/cluster identified under the Footprint strategy, between In country P&Os & Global Service Centres (GBS) Service delivery teams.
The incumbent actively supports local P&O Communities in the P&O Transformation strategy by assisting with the identification of processes for cross between P&O Business Partners and P&O Services Delivery teams.
Client Relations • Builds and maintains positive relationship with key customers from respective countries/region • Addresses concerns, challenges and assess risks to avoid negative impact • Is an active representative and advocate of P&O Services and People Services & Technology • Ensures a customer-centric organization and drives implementation of customer focused solutions • Works closely with P&O Heads in understanding and responding to both long-term and short-term business goals and strategies • Gathers new service requests and client feedback and orchestrates on P&O services side via existing mechanisms • Sponsors / leads / initiates key P&O Services projects and provides updates to clients about key initiatives in P&O Services and ensures their readiness   Service Excellence • Closely supervises important metrics and SLAs and takes timely action to ensure customer satisfaction.
• Provides input to P&O strategy from client perspective and translates the related parts of the P&O strategy into own operational plans; audits compliance and initiates corrective measures in case of deviations.
• Provides counsel and strategic recommendations on the design and implementation of P&O Services solutions.
• Identifies potential design improvements (in collaboration with clients) • Provides client insights on service level requirements, service level agreements and service reviews.
• Helps drive digital transformation and focus on global operations optimization via advocating automation, simplification and standardization of global processes, usage of self-service and self-solve channels • Drives periodic cost and efficiency analyses to support productivity objectives, assesses business performance in respective regions and takes corrective measures if required Change Management and Branding • Drives One Novartis culture in the organization and promotes cultural transformation and collaboration • Provides change management support and appropriate communications to prepare implementation of new services and processes • Contributes to the brand strategy and brand plan for P&O Services and delivers messaging to specific audiences in line with overall strategy Commitment to Diversity & Inclusion.
We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Essential Requirements.
• Bachelor/Master degree or equivalent experience in HR/other related field is preferred • Local language an added advantage • Previous experience in Human Resources Services (or similar service providing organizations) • Hand on experience with SAP, WorkDay, Success Factors or other Workforce Systems • Previous experience with ticketing management systems • Proficiency in use of Microsoft Office • Validated experience in leadership, informal or direct management • Previous experience in combined HR, Customer Care or Shared Services experience • Proficiency in English and Spanish (Both written and spoken).
Italian language is advantage.
Benefits and rewards.
Read our handbook to learn about all the ways we’ll help you thrive personally and professionally.
https://www.
ovartis.
om/careers/benefits-rewards    Accessibility and accommodation.
Novartis is committed to working with and providing reasonable accommodation to all individuals.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in any order to receive more detailed information about essential functions of a position, please send an e-mail to and let us know the nature of your request and your contact information.
Please include the job requisition number in your message.