People Engagement Expert
1 month ago
**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. (19710100054)
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.
We have other current jobs related to this field that you can find below
-
Intern - Hcp Engagement Hub
2 weeks ago
Selangor, Malaysia GSK Full time**Office Location**: GSK Petaling Jaya **Preferred Period of Internship Required**: 3 - 6 Months **Preferred School/Course of Intern**: Open to all disciplines. **JOB PURPOSE**: The Intercontinental HCP/EE Engagement Hub is being set up with the objective to provide centralised administration required for HCP/EE engagement in the in-scope LOCs, supporting...
-
P2p Subject Matter Expert
3 weeks ago
Selangor, Malaysia GSK Full time**Site Name**: Malaysia - Petaling Jaya **Posted Date**: Jan 24 2024 The role of the P2P Subject Matter Expert is to support the P2P and O2C SDL working with internal and external customers regarding P2P processes & operational related matter, KPIs, etc and also working in alliance with GSK Operations Team to resolve issues with efficiency. This person...
-
Tax Expert
2 weeks ago
Selangor, Malaysia Hewlett Packard Enterprise Full timeTax Expert This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve...
-
Intern, People
3 weeks ago
Selangor, Malaysia PUMA Full time**YOUR TALENT**: Education: Bachelor’s Degree in Psychology/ Marketing/ Business or any other relevant studied IT Skills: Excel & PowerPoint Language Skills: English Competencies: Drive for Results; Verbal Communication / Presentation; Planning & Organizing Functional Skills: Written Communication **YOUR MISSION**: This role is responsible for the...
-
Executive, Group People
4 days ago
Selangor, Malaysia Star Media Group Full timeStar Media Group Based: Malaysia(Selangor) Posted on 1 May 2024 Specializing in Learning and Development, you will play a vital role in fostering the growth and development of employees within the organisation. Working closely with the Senior Manager, your responsibilities will primarily revolve around designing, implementing, and evaluating various...
-
Manager, Environment
5 days ago
Selangor, Malaysia Direct Search Global Full time**Job Detail**: - Job Reference - P10035 **Direct Search Global is working with an international maritime company to fill the role of Manager, Environment & People Performance based in their Selangor office.** **Responsibilities**: - Formulate and execute strategies to fortify company culture in line with organizational values and objectives. - Develop...
-
Regional People Operations Specialist
4 weeks ago
Selangor, Malaysia DoctorAnywhere Full timeAbout the team Like 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...
-
Hire to Retire Services Expert
2 weeks ago
Selangor, Malaysia Novartis Full time**Summary**: - To handle and coordinate all administrative P&O Services processes, principles and guidelines for a small client group **About the Role**: - The purpose of this role is to serve as the first point of contact for employees, managers, and People & Organization (P&O) community to create a positive customer experience through problem...
-
People Operations Associate
7 days ago
Selangor, Malaysia Food Market Hub Full timeOnboarding: - Issue Employment Agreements - HRIS setup - Laptop set-up for new hires in KL - Issue asset letter - EPF and SOCSO registration for new hires + submit Form CP22 - Door Access for KL office - Employment journey: - HRIS admin (role change, transfers, promotions, salary adjustments) - Leave management: thru HRIS and Slack channel - Employee...
-
Payroll Expert
2 weeks ago
Selangor, Malaysia Novartis Full time**Summary**: - To support the development of P&O processes, principles, and guidelines for a small client group, as well as coordinate data analysis and evaluation, in support of the implementation and/or maintenance of processes / services / continuous improvement in scope. **About the Role**: **Major accountabilities**: - Support the team in the...
-
Knowledge Associate
3 weeks ago
Kuala Selangor, Malaysia Manpower Staffing Services (Malaysia) Sdn. Bhd Full timeAssist the project manager to recruit industry experts, help client resolve problems in multiple forms, and ensure service quality. **Responsibilities**: - Project execution: accurately grasp project requirements, quickly learn relevant knowledge and information, recruit new experts through multiple channels, ensure the quality of experts, and meet...
-
Project Manager, Payroll Transformation
2 weeks ago
Selangor, Malaysia GSK Full time**Site Name**: Malaysia - Petaling Jaya **Posted Date**: Mar 27 2024 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...
-
Automation Specialist
4 weeks ago
Selangor, Malaysia GSK Full time**Site Name**: Malaysia - Petaling Jaya **Posted Date**: Aug 29 2023 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...
-
Zr 1895 job
6 days ago
Selangor, Malaysia Avensys Consulting Full time**Skill Summary **Technical skills (Required - Mandatory) - Strong knowledge and installation experience on Genesys Platform 9.x CIM and components related to Voice and eservices. - Must have experience in 2-4 Genesys transformation projects. - Must have knowledge on Contact center DR, security & GDPR. - Hands on experience using Genesys Composer, CME, GA,...
-
Field Application Support
3 weeks ago
Selangor, Malaysia Matrioux (M) Sdn Bhd Full time**Are you seeking for an opportunity that transcends the typical lab setting, and you're ready to merge your passion for science with a dynamic, people-centric role, we want to invite you on a journey that's as unique as you are!** **Responsibilities**: - Understand clients' needs and tailored solutions and recommendations. - Address client's inquiries,...
-
Knowledge Associate
2 weeks ago
Kuala Selangor, Selangor, Malaysia Manpower Staffing Services (Malaysia) Sdn. Bhd Full timeAssist the project manager to recruit industry experts, help client resolve problems in multiple forms, and ensure service quality.Responsibilities: Project execution: accurately grasp project requirements, quickly learn relevant knowledge and information, recruit new experts through multiple channels, ensure the quality of experts, and meet clients'...
-
Production Planner
6 days ago
Selangor, Malaysia Pasona Malaysia Full time**Job ID** **22297** **Position Title** - Production Planner **Industry** - Manufacturing/Production - ・Responsible for daily production planning and scheduling of raw materials arrangement, in process WIP until finished goods. - ・Strive to attain department budgets, goals and KPIs set. - ・Monitoring of Production output achievements as per schedule...
-
Social Media Manager
4 weeks ago
Selangor, Malaysia Iterative Full time**The Role**: As Iterative’s first social media hire, you will help craft the vision, create the strategy, and lead the execution of Iterative’s existing and future social media channels. Working closely with multiple internal teams, you’ll help create engaging content, establish processes, and set goals to ensure our channels help make...
-
I2c & Tcm Specialist
3 weeks ago
Selangor, Malaysia Alcon Full timeService Deliveries: - Support the measurement and delivery of service levels and SLA/KPI targets- Provide operational and management support on credit management, collection management, including debt and dispute issue resolution, ME reporting and reconciliation including open AR clearing, and bad debt and provision analysis.- With customer focus mindset....
-
Project Manager, Payroll Transformation
4 weeks ago
Selangor, Malaysia GSK Full time**Site Name**: Malaysia - Petaling Jaya **Posted Date**: Aug 3 2023 This Project Manager role will oversee our Payroll Transformation project across APAC, and will work with local stakeholders, Program Managers and the steering Committee to centralize, streamline and simply processes, and technology across the region. This role will provide YOU the...