DirecciónAbout the Role
Location: Mexico City, #LI-Hybrid This role is based in Mexico. Novartis is unable to offer
relocation support for this role: please only apply if this location is accessible for you. We are seeking a Customer Experience Expert to serve as the first point of contact for employees, managers and People & Organization (HR) community in regards to People & Organization (HR) 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&T 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. Key Responsibilities: • Provide rapid, high quality and accurate response/support to all Human resources 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. • Ensure swift and accurate assignment of cases to the corresponding teams. - Guide and act as a consulting partner for human resources processes and systems related queries. • Offer guidance and points of contact to customer on queries beyond human resources scope. - Maintain active communication with customer through designated channels. - 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. • Active role in human resources initiatives and ownership of individual assigned tasks. - Escalates timely to the appropriate point of contact (i.e. vendor / Manager) and monitor resolution status. -Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation. • Provides support for transformation and technology initiatives. •Partner with human resources on HR/Employee sessions 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.
Diversity & Inclusion / EEO
We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Role Requirements
Essential requirements: • Bachelor’s degree in HR/Business Administration or related field
• Minimum 2 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
• Have worked in Shared Services environment
• Proficiency in use of Microsoft Office; advanced Excel skills is an advance Languages:
• Proficiency in English, spoken and written
• Fluency in the supporting country language is a must
• Fluency in an additional regional language is a plus Why 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: You’ll receive: Competitive salary, annual bonus, flexible working arrangements, subsidized dining facilities, employee recognition scheme, professional development, learning experiences, diversity & inclusion. Join 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:
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?
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:
