People Engagement Expert

1 week ago


Klang, Selangor, Malaysia Novartis Full time

Summary:


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&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.


About the Role:

Major accountabilities:

  • 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.
  • 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.
  • Ensure compliance in line with Data Privacy, Protection guidelines and other relevant legislation.
  • Provide support for transformation and technology initiatives.
  • Partner with PO 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.

Key performance indicators:

  • Established SLA's
  • Customer satisfaction/feedback
  • Escalations
  • Policy & Process Compliance
  • Quality of communication and case documentation
  • Reaction & Resolution time
  • Quality and time targets for specific tasks/activities

Minimum Requirements:

  • Bachelor's degree in HR/Business Administration or related field
-
Languages:

  • Proficiency in English, spoken and written
  • Fluency in the supporting country language is a must (Mandarin)
-
Experience:

  • Minimum 2 years' experience in HR Services (or similar service providing organizations)
  • 1+ years' experience with SAP, WorkDay, Success Factors or other Workforce Systems
  • 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 advance

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

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:
Division

People & Organization

Business Unit

CTS
Location

Malaysia

Site

Selangor

Company / Legal Entity

MY01 (FCRS = MY001) Novartis Corporation (Malaysia) Sdn. Bhd

Functional Area

Human Resources

Job Type

Full time

Employment Type

Regular

Shift Work

No


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


  • Intern, People

    1 week ago


    Klang, Selangor, Malaysia PUMA Full time

    YOUR TALENT:Education: Bachelor's Degree in Psychology/ Marketing/ Business or any other relevant studiedIT Skills: Excel & PowerPointLanguage Skills: EnglishCompetencies: Drive for Results; Verbal Communication / Presentation; Planning & OrganizingFunctional Skills: Written CommunicationYOUR MISSION:This role is responsible for the day-to-day execution of...


  • Klang, Selangor, Malaysia Capbay Full time

    Key Responsibilities: Post, update and remove job ads from job boards, career pages and social networks. Assist in screening potential employee resumes to identify suitable candidates. Work with the People team to enhance data management Liaise with external stakeholders to establish, maintain, and monitor partnerships to secure pipelines for strong...


  • Klang, Selangor, Malaysia Capbay Full time

    Key Responsibilities: Post, update and remove job ads from job boards, career pages and social networks. Assist in screening potential employee resumes to identify suitable candidates. Work with the People team to enhance data management Liaise with external stakeholders to establish, maintain, and monitor partnerships to secure pipelines for strong...


  • Klang, Selangor, Malaysia DoctorAnywhere Full time

    About the teamLike all teams, our People and Culture team plays a significant role at Doctor Anywhere. We partner closely with leaders, managers and employees to build a culture where everyone feels included and valued at work. We support business needs by attracting, hiring and developing talent to build up a strong organization, while managing our...


  • Klang, Selangor, Malaysia Kpmg Malaysia Full time

    Responsibilities: In the Culture team, we focus on: Perform research, materiality assessment and other technical analyses to drive the Firm's Impact agenda including but not limited to Net Zero Towards by 2030 ambition Devise initiatives, policy considerations, framework and other action plans to achieve objectives that are in line with KPMG's Culture...


  • Klang, Selangor, Malaysia Kpmg Malaysia Full time

    Responsibilities: In the Culture team, we focus on: Perform research, materiality assessment and other technical analyses to drive the Firm's Impact agenda including but not limited to Net Zero Towards by 2030 ambition Devise initiatives, policy considerations, framework and other action plans to achieve objectives that are in line with KPMG's Culture...


  • Klang, Selangor, Malaysia Kpmg Malaysia Full time

    Responsibilities: In the Culture team, we focus on: Perform research, materiality assessment and other technical analyses to drive the Firm's Impact agenda including but not limited to Net Zero Towards by 2030 ambition Devise initiatives, policy considerations, framework and other action plans to achieve objectives that are in line with KPMG's Culture...


  • Klang, Selangor, Malaysia People Pathfinders Sdn Bhd Full time

    The CompanyWe are partnering with a global logistics company that provides logistics services and supply chain solutions.The Human Resource Manager will be responsible to develop and execute a sustainable HR structure to align with the company's vision, drive performance, and renew through innovation and full spectrum of Human Resource operations.The Role...

  • Sap consultant

    1 month ago


    Klang, Selangor, Malaysia Siemens Mobility Full time

    We empower our people to stay resilient and relevant in a constantly changing world. We're looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you'd make a great addition to our vibrant international team.You'll break new...


  • Klang, Selangor, Malaysia People Pathfinders Sdn Bhd Full time

    Our clientAn American supply chain solutions leader who provides airfreight, ocean freight and contract logistics solutions for more than 120 locations globally. They support the aerospace, automotive, consumer retail, energy, hi-tech, industrial and many other industries.Responsibilities:A Regional Contract Logistics Executive will be a Super User for APAC...


  • Klang, Selangor, Malaysia Food Market Hub Full time

    Onboarding: Issue Employment Agreements HRIS setup Laptop setup for new hires in KL Issue asset letter EPF and SOCSO registration for new hires + submit Form CP2 Door Access for KL office Employment journey: HRIS admin (role change, transfers, promotions, salary adjustments) Leave management: thru HRIS and Slack channel Employee reimbursement claims...

  • Shipping Assistant

    1 week ago


    Klang, Selangor, Malaysia Adecco Staffing & Outsourcing Sdn Bhd Full time

    We're the world's leading staffing expert. With over 5,200 branches and more than 34,000 passionate full-time employees globally. Each and every one of them is here to help you hire great people and find awesome jobs.SPM / O Level / SKM Level 1 / SKM Level 2 / SKM Level 3 or Equivalent


  • Klang, Selangor, Malaysia People Pathfinders Sdn Bhd Full time

    The CompanyOur client is an international logistics and freight forwarding company that offers transportation solutions globally. The company provides a wide range of customized solutions of logistics services and supply chain solutions such as Transportation, Warehousing and Custom Clearance.Reporting to the Branch Manager, the Business Development Manager...


  • Klang, Selangor, Malaysia People Pathfinders Sdn Bhd Full time

    The CompanyOur client is an American supply chain solutions leader who provides airfreight, ocean freight, and contract logistics solutions for more than 120 locations globally.Responsibilities:The Manager, Account Management will lead and coach the account management team, directly interact with clients to support growth, and serve as an escalation point to...


  • Klang, Selangor, Malaysia TIME's group Full time

    Freight/Cargo Forwarding (Manufacturing, Transport & Logistics) Your new companyYour new company has been a logistics market leader in providing strategic freight transportation arrangements and comprehensive logistics services to its extensive clientele across various industries. They are growing rapidly to further expand their logistics facilities and...


  • Klang, Selangor, Malaysia Dhl Express Full time

    We are hiring a talents who is able to facilitate, overseas and directs the customer implementation processes with internal & external stakeholder in Malaysia. Apart from the process, this role executes all implementation projects, including sustainability on quality and performance after customer implementation.Job Responsibility: Focuses on monitoring,...


  • Klang, Selangor, Malaysia Novartis Farmacéutica Full time

    -To support the business within a country with complex analysis, reporting, forecasts etc. (typically very large to large revenue) and provide expert advice within a core FSC process/ area/ technology About the RoleMajor accountabilities:Lead payment activities including preparation of payment proposals, urgent payments, timely remittance advice,...


  • Klang, Selangor, Malaysia GSK Full time

    Site Name: Malaysia - Petaling JayaPosted Date: Mar Manage the delivery of a Global Payroll Strategy project in the assigned countries with a particular focus on centralizing, streamlining, and simplifying processes and technology in the region. Responsible for the day-to-day oversight and delivery activities, ensuring that all workstreams are aligned to...


  • Klang, Selangor, Malaysia Healthcare Businesswomen's Association Full time

    Job Description Summary-To support the business within a country with complex analysis, reporting, forecasts etc. (typically very large to large revenue) and provide expert advice within a core FSC process/ area/ technologyJob DescriptionMajor accountabilities: Lead payment activities including preparation of payment proposals, urgent payments, timely...


  • Klang, Selangor, Malaysia GSK Full time

    Site Name: Malaysia - Petaling JayaPosted Date: Aug The Automation Specialist will collaborate and work with our EEE (External Expert Engagement) organization to establish standard process management, transform processes and drive continuous improvement.This role will provide YOU the opportunity to lead key activities to progress YOUR career.These...